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Dunder Casino - Verification process delay

RESOLVED
Complaint Info
Disputed casino Dunder Casino
Reason Verification issues
sam220 United Kingdom Message
Posted on March 22, 2018

Received a 'Time to verify your account' email on the 17th March, after requesting a £640.03 withdrawal, asking for proof of id and proof of address. Replied immediately with a copy of my driving license and a credit card statement. I blocked out my signature and driving license number as I see no reason why this information is required.

Received another email on the 18th asking for proof of id again but no explanation given as to why. I replied again, this time with a copy of my passport and a copy of driving license with my signature blocked out on both.

Received another email on the 19th asking for proof of id again and again no explanation given as to why. Replied with another copy of my driving license, this time with the signature showing as I thought that might be the problem. Also asked for an explanation as to why the submitted documents were not acceptable.

Received another email today, 20th March, asking for proof of id again, only this time a message was added: Previous copy was rejected due to low quality and/or due to discoloration. I have taken another photo of my passport, haven't blocked anything out and emailed it back as a final attempt to complete this verification process. In my opinion, the data on all the documents I sent was clearly legible. I have lost confidence in the casino as a result of this protracted process. Can you help please?

Posted on March 23, 2018

Hi Sam220,

Please accept my apologies for the delay in this verification process.

We pass on documents for verification to our service provider and they verify the document for us. I can see on this occasion that the correspondence you received was not as clear as we would have liked and i apologise for that. We will of course be speaking to them to ensure that we prevent this happening again in the future.

The good information I have is that your account was verified on the 21st of March.

Thanks,

Dunder

AskGamblers
Posted on March 23, 2018

Dear @sam220,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

sam220 United Kingdom Message
Posted on March 23, 2018

I have received an email on the 22nd March stating that the withdrawal has been processed but the funds haven't reached my bank account as yet.

Posted on March 24, 2018

Hi Sam220,

Can you let us know when the withdrawal hits your account.

Thanks,

Dunder

sam220 United Kingdom Message
Posted on March 24, 2018

The funds are now in my account so this complaint can now be closed.

AskGamblers
Posted on March 26, 2018

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.

Dunder Casino Complaints

  • 33 of 42 resolved
  • 2 days avg response
  • 6 days avg complaint life
  • 12,441 USD avg amount

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