Complaint #133 Dunder Casino

Delayed Payment and unprofessional behaviour

By Karlo S.

7 years ago

Hello,

I am here to make an official complaint about Dunder Casino, please do keep in mind that I am not saying that they are a scam casino, but just a very unprofessional and incapable one.

To start things off I have won 5000 EUR on their casino by depositing 20 EUR on their site using master card.

I was happy to finally make my withdrawal, I tried using Skrill (one of the methods I used in the past to make my deposits) but it didn't go trough, at that point I contacted the support. At that point they have asked me to use Mastercard as withdrawal option (please do see their withdrawal options on Help page, it doesn't even include Mastercard "Screenshot 1"). I have raised concerns about this to their support more than once asking them to allow me to make a withdrawal a different way as I was sure my country (Croatia) will not allow this method of withdrawal from a gambling site. their support forced me and ensured me that this is not possible and that this will go trough. That withdrawal happened on Feb 3, please see the pdf file "Email 1".

After about 7 days of money not coming as expected I contacted their help team, please see "Screenshot 2" (I took it as a screenshot to cover sensitive information).

Then I waited for days, while their support team on the online chat was just saying that they are contacting my bank and that I will get back from them. When I finally did get back to them it hasn't resolved anything and I had to pressure them to keep investigating please see "Screenshot 3".

While I was contacting them they were telling me that they are in contact with my bank and are trying to resolve this, I have reached out to my bank which replied inside a week and made an official statement that refunds from gambling sites on mastercard are not possible in our country and that I will never receive the money. (If they ever were in contact with my bank they would have probably get the same response).

I have then reached out to support to inform them about this to finally after a few days receive the money back to the account and the "Email 2". Which if they were doing their jobs as intended they would have know this all along as it's not a secret within my country.

I have received the funds back to my account and I was happy, at that time I was on vacation in Australia. I quickly logged in to check that the money was there and I contacted the support to ask if the Bank Transfer was the right way to go to withdraw my funds. No message was given that it is restricted to use the site when I logged in.

The support person asked me why I am logging in from Australia, I told him that I was in Australia and that I had a question about the withdrawal in a friendly way as I didn't expect what is going to happen.

They instantly restricted me from logging in to my account, I was like ok I will resolve with that when I am back in Croatia and I sent an email to them if possible to process a withdrawal manually to my bank account with my bank info.

It's been days now, with no response from the team and I have moved back to Croatia. I have tried logging in, but it's still restricted, I contacted the support which is completely useless, so I tried to be persistent, but nothing. Please do read the chat between me and the support that I had from Croatia. (last contact with them) "Chat" in attachments.

I am raising this complaint to show that their team has stretched my patience completely and acted completely unprofessionally to me. And now because of trying to reach the support from a restricted country (to repeat this, I haven't even played from a restricted country I just tried to reach their support) I have been restricted from logging in and strung along once again.

If possible I am asking to resolve this matter so we can all go our peaceful ways.

Disputed Casino Dunder Casino

Reason Delayed payment

Amount €5000

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

AskGamblers

• Support Team

7 years ago

Dear all,

Please be informed that the internal issues we have been experiencing with the AskGamblers Casino Complaints Service /AGCCS/ system have been successfully resolved and it is now back to normal operational state.

vezer93

• Croatia

7 years ago

Hi, I would like to report that the issue has been resolved.

Furthermore, after kindly talking to Dunder support I have realised that mistakes were made on both ends, so process was delayed partly because of me as well. If possible I kindly ask to disregard this complaint and if possible to completely remove it.

I want to thank the Dunder team for being patient and working with me on the resolution of this issue.

Thanks,
Karlo Santini

AskGamblers

• Support Team

7 years ago

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

Dunder Casino Complaint Stats

Resolved 35 / 48

Avg. Amount $11,359

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Dunder Casino Complaints

See all complaints for this casino

Withdrawals are being rejected

Good afternoon, I'm writing this letter to bring to your attention that I'm very dissatisfied with the sevrices of Dunder Casino.

I took part in one of their promotions on Dec 10th, won 2850, but the thing is that I'm still trying to get my funds out of there. My withdrawal is just being rejected again and again, and every conversation with live chat agents just go in circles.

At first, when my withdrawal was cancelled, I didn't even receive any email, I just logged in to check if it was pending, as it didn't reach my account, but noticed that it was returned back to my gaming account. I asked to enable skrill as a withdrawal method for me, but had no luck with that. I explained to their agent that my card currently doesn't accept direct withdrawals from gambling institutions, that is why I asked them to do a refund as they only allow to withdraw to bank accounts starting with GB. After that they requested a bank statement related to my card I used to deposit with, I sent that, they requested a deposit to their site to be visible, I did that too, but covered my personal transactions as I wasn't comfortable with sending my personal info. Finally I sent them the satatement with all transactions visible and they approved it. After that I had to explain to an agent again that their site allows to withdraw to GB accounts only and here they claimed that my deatils are wrong... What a surpeise to discover that my own banking deatils which I got from my banking app are wrong just because their site has issues. I explained that I'm using an international online bank, which is based in Belgium, but it can be used throughout Europe. After that I opened a GBP card on my side, becasue wanted to try that option, bank account details were still the same, but they didn't want to let me withdraw there too! After a chat they finally allowed me to withdraw to GBP account and this time they confirmed that my withdrawal was processed on their side. I was so happy that finally my time was worth it, however, my withdrawal wasn't coming, I contacted them again, and they asked for GBP statement, which I uploaded straingh away. It's been 2 weeks since I won that cash, I contacted them again and discovered that it was rejected, because it didn't show deposit to their site.... They adviced to withdraw again and promised to process it again, but it was rejected again.

It's been more than a month now, and we're still going in circles. Every time I contact their live chat agents I have to explain everything again and again, I'm already sick of it.

I will be very gald if you will look into this for me, and try to help me to get my honestly earned money.

Kind regards,

Marguerita

Unresolved

£2,850

Missing Withdrawal Still no resolution

I requested a withdrawal of NZD$170.00 on the 10th of November 2021. I received an email the same day saying that funds had been sent. I have yet to receive those funds.

I contacted the casino, was asked to provide bank statements which I did. They provided me an ARN number and requested me to ask my bank to track it.

My bank informed me via phone that they are unable to track using that ARN number, and explained that they would not no where to look from the start. Their suggestion which makes logical sense was that the sender should be able to track it as they have much better visibility from their end as it can be stepped through step by step as to where it has gone through.

I contacted customer service, and apparently me telling them what my bank had said on the phone was insufficient proof and they required written information to say that the bank cant track it before they will do anything.

Doing so delayed me a few days (we are now at the 19th of November) by the time I get the written confirmation of this. I am again asked to provide bank statements when I contacted customer service again.

From this date it has gone into a black hole, as of writing this complaint I have spent countless hours following up with customer service live chat, and following the directions of staff there who have told me to email my complaint. I did so on the 25th of November. I received an automated response saying my email had been received and it was assigned #475729.

I have yet to receive any further acknowledgement from this point.

I have had numerous conversations with customer service agents asking for follow up with the payments team, and what the status of the request 475729 is. I am given the same answer, they will tell a manager and still nothing happens. I am told there is nothing more that customer service can do and if I want to complain or say anything further, to email. Its a loop.

I have today forced myself to stay up late, into the early hours of the morning my time. I have now found out that the payments team have emailed the payment provider a number of times and have had no response from the payment provider.

Almost a month from the initial withdrawal request and we are no closer to any resolution. This is unacceptable.

I demand answers as what is taking so long, why there has been no further escalation if your service provider doesn't answer emails why has there been no phone calls, or follow up with the accounts manager at the payment providers site.

I also demand that my complaint, #475729 be looked into and resolved to my satisfaction.
I also demand an apology and an explanation of what went wrong here and how these issues can be mitigated going forward.

Finally I demand that my win be credited to my bank in the quickest way possible with interest.

Unresolved

$170

Lost deposit to my account, running in circles over CA$500

I won some money in early Oct 2021.

When I tried to withdraw, it was rejected after a few days. After much back and forth with them over this, I made a smaller withdrawal that I received without any issue. When I made another withdrawal of lesser amount, I received email that it was deposited into my account on Oct. 27th. After a week of not receiving it on my end I contacted Dunder multiple times, was given multiple different answers and eventually was given a ARN # , which I was told to give to my bank myself for them to track. I called my bank customer service, told them the problem and tried to give them this reference #, I was informed that they couldn't track what wasn't deposited and they had no idea what that # is.

It was suggested that I was probably being scammed. I then went physically into my branch this same day and was told the same thing by teller. I have been on chat with dunder many, many times and have emailed them several times. On chat I was told to track it myself with arn provided and all emails have been ignored thus far. I have been completely verified with them and provided bank statement showing I did not receive deposit email which was verified also. So to this date, I haven't received deposit or resolution to this issue. I did contact Malta Gamin Authority via email and was directed by them to file with ADR.

Before I do that I've sent Dunder another email today Nov 15/21 requesting resolution through their customer service and on here. I have chat transcripts about all of this I won 2000.00, I played back 900, withdrew 600 successfully and the 500.00 is apparently lost and I haven't received it.

Unresolved

$500

Dunder casino not paying winnings

10 days ago I asked to withdraw 10 000$ in winnings from their site, all my documents were verified in a few days, they said they would do a manual withdrawal while I asked to take a break temporarily on my account awaiting payout. They said no problem, next thing I know now they’re saying they can’t do a manual payout, I have to wait for the mandatory 7-day pause, after 7 days it’s still locked. They say I have to wait for their team to contact me, they don’t ever contact me. I don’t know what’s going on, support staff doesn’t know they just want me to constantly wait, I just want to get paid, I dropped 3000$ on this site in an instant and getting in touch with anyone is so complicated.

I have a lot of chat logs that show contradictions….

Please help me resolve this

Unresolved

$7,000

E transfer not credited

On October 20th, 2020 I sent an e transfer to [email protected] for $74.00, they said it was rejected on my end I sent them proof that it was auto deposited, after 5 days they came back and said that I needed to speak with Interact, so I called them and my bank and they both said the transaction was completed. I got back to them again and told them and they are sending it to the relevant department. They keep putting me off and I have noticed I am not the first person to complain about this issue. I feel that even though I have sent them the appropriate proof that they are going to keep putting this off and would ask for some help getting my money back. Thank you

Resolved

$74

Payment delay and no contact from payment department

During the following date i processed 3 withdrawal that were successfully approved as the screenshot shows:
the date and amount of money to withdrawal was:
350.84$ the 12/10/20 at 9;47:22
200$ the 12/10/20 at 17:35:00
50$ the 12/10/20 at 17:34:00

As their website announces the money transfer should take no more than 5 business days. and here we are 10 days later never received the money at my bank account. Instead last time i contacted customer support i found the surprise that 250$ were back to my account at the casino.
I had never received one email from the casino letting me know what happened to my bank account that the money was bounced back at their end.
I complain to customer service about that subject at that moment and the agent informed me that they will contact me the next day.
I was trying to reach customer support 3 times via their website 3 days before without a response wondering why was this happening, and also by email and no response about that matter.

My other concern is that they only offer bank transfer to withdrawal money. I asked the customer agent why they have all those method to receive payment and they don´t pay back using the same. I recommended to use Interact because is fast and secure. and so far i know they are register at Gigadat interact gateway to receive deposit. And i believe it should work the same time in the opposite direction.

At the end i got frustrated and played the 250$ that went back to my credit at Dunder casino. Because Im afraid they are not going to pay me my money at all.
My only hope is that Askgamblers contact them and make somehow, the remain 350$ left go back to my account via interact. Paypal or bank transfer.

Looking forward to hearing back from you with good news.

Resolved

$350