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Dunder Casino - Withdrawal Refusal For Absurd Reason

RESOLVED
Posted on January 4, 2019.

Hi, I tried to make a withdrawal of $1005 to my bank account. It was cancelled. The casino also restricted my account. My account was verified. Their reasoning was they restricted my account because of a statement I said in jest about my poor finances to representative . Now they want me to send another bank statement with at least $350 balance showing to reinstate my account and do withdrawal. I understand if they need this to reinstate my account to play but not for withdrawal. I requested the withdrawal be done through my instadebit account because it apparently didnt go through bank account. (or so they tell me) . This is the transaction ref # on my withdrawal. Transaction reference: 2018120101000239699. I now have to wait for next bank statement to reinstate account account and do another withdrawal myself. This is not acceptable. My first attempt at withdrawal was Dec 21. transcript of last chat ;

Nadine

2:23 pm

Welcome to Dunder live chat!

lorna

2:24 pm

Hi, my withdrawal was cancelled to my bank so can you process it through my instadebit account please

Nadine

2:25 pm

'Hi There, Can I please take your full name, date of birth, mobile number and postcode?

lorna

2:26 pm

< personal info removed >

Nadine

2:26 pm

Thanks

lorna

2:27 pm

I would do it myself but the guy who handled the withdrawal restricted my account . I made a joke about needing the withdrawal quickly and he took it as I couldnt afford to gamble.

Why didnt it go through to my bank?

Nadine

2:28 pm

Okay, so we have blacked a block on your account

Please confirm the following;

Are you in control of your gambling?

lorna

2:29 pm

yes

Nadine

2:29 pm

Do you gamble what you can afford?

lorna

2:29 pm

only what I can afford..yes

Nadine

2:30 pm

Okay

Do you feel comfortable with how much money you have spent so far?

lorna

2:30 pm

Yes .

Nadine

2:31 pm

Okay, we encourage you to set limits on your account

lorna

2:31 pm

I lready limit myself

allready

Nadine

2:32 pm

There are no limits set on your account

lorna

2:32 pm

No . I dont need them..I can limit myself

Nadine

2:32 pm

We require a recent bank statement showing a healthy balance, please send it to [email protected]

lorna

2:33 pm

I dont care if you unblock my account. I just want my withdrawal processed

Nadine

2:33 pm

As I said we require a recent bank statement showing a healthy balance, please send it to [email protected]

lorna

2:34 pm

to process my withdrawal you need that??

Nadine

2:34 pm

Yes

We have pushed for the payments team to pay out the pending withdrawal once your account has been fully verified

lorna

2:34 pm

you restricted my account because you thought i needed the money and now you wont send it to me . that doesnt make sense

2:35 pm

what do you consider healthy.

2:36 pm

my account is fully verified

Nadine

2:36 pm

$350 minimum

lorna

2:37 pm

so i have to wait until next bank statement now??

2:38 pm

I guess this site needs to be reported to authorities...so sick pf you guys scamming people

Nadine

2:43 pm

Okay, you can send a complain to IBAS website (https­://­www.ib­as-­uk.…­re­gis­ter­ed-­ope­rat­or-­dir­ect­ory/) you will have to search for MT SecureTrade as Dunder is not listed.

Betting Adjudication Service (IBAS) | Registered Operator Directory

Just inform them that your complaint is regarding Dunder

lorna

2:45 pm

I have a savings account beside the daily account I sent you guys.. you can understand I am reluctant to sed you that one

Nadine

2:46 pm

Okay, well if you have a savings account it is best to send that too to avoid further delays

lorna

2:49 pm

I only have it set up online as view only . so cannot get it. and screenshot doesnt show my name. If I transfer funds to bank account would screen shot of account do?

2:50 pm

my other bank account is showing 296 at the moment...would that do

Nadine

2:51 pm

That decision is yours

lorna

2:51 pm

other then that payday is next tuesday......i was told restriction on my account and withdrawal was two seperate functions

2:52 pm

what decision is mine??

Nadine

2:52 pm

whether you wait to send the statement

As I have mentioned We have pushed for the payments team to pay out the pending withdrawal once your account has been fully verified

2:53 pm

I suggested you send a bank statement with more than $350 in your account

lorna

2:53 pm

you need a bank account statement with 350 balance to be verified??? thats not verification for withdrawal...

Nadine

2:55 pm

No, a healthy balance was mention and a suggestion of more than $350 was given.

2:56 pm

Are you going to send a bank statement?

If so please send it to [email protected]

lorna

2:56 pm

I dont have one..only the one i already sent.

2:57 pm

I will check and see the older ones

Nadine

2:57 pm

I shall leave you to send those

Thanks for your continued patience and cooperation!


Type in your message here and press Enter to send

AskGamblers
Posted on January 10, 2019.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on January 10, 2019.

After two cancellations my withdrawal has been received! Account still under restriction pending "healthy bank account" statement. I think I may play elsewhere. Even though they did not acknowledge your notification I think it may have helped!! Thx! You can mark resolved!!

AskGamblers
Posted on January 10, 2019.

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.

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