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Dunder Casino - Verification run around

Complaint Info
Disputed casino Dunder Casino
Reason Verification issues
Amount € 15000
Unknown Netherlands Message
Posted on July 26, 2017

In June I started playing at Dunder. Deposit around 5K. Withdrawals around 2K. Six weeks later my luck changes and I can withdraw 15K. Of course that is the moment they block the account for verification.

At first it is no problem. Sad to say I have experiences with several online casino's. So I have my scan passport, PDF online bank statement ready. I sent it on Saturday.

I keep waiting but at Monday there is still no response. The help desk chat state that the quality is not sufficient. They want pictures of the documents. I explain that the bank statement is digital but oke. I make a picture of my passport, print the bank statement and take a picture of it.

Still no response and later that day the help desk chat say that the address on the bank statement is not sufficient. Strange. I suggest to send a letter. No I needed to send a tax statement.

In the evening they received a tax statement.

The next morning (Tuesday) the help desk chat says that the tax statement cannot be blanked. But why do they have to have my personal financial information for a simple address check?!?

Later that day they finally react on a those emails and say that they want a selfie with my passport and a paper issued bank statement.

I explain that it is an online bank with no paper issued bank statements since 2006(?).

Still I sent them a picture of my bank card and will sent the selfie with the passport later today.

I do hope that the selfie will resolve this problem but my trust in Dunder is getting lower by the hour. I fear that they will make up another excuses to no pay out.

Especially when I informed after the pended withdrawals. The first response was that they were 10k (instead of 15k!!!!). Later another help desk employee confirmed it was 15K but I wonder what and when I can expect anything.

Unknown Netherlands Message
Posted on July 27, 2017

It is been four days and still nothing. See here the attempts to communicated with Dunder.

Sunday 00:28 Dunder: Please send document for verification
Sunday 02:07 Player: Hereby scans of the requested documents
Sunday 19:05 Player: Please respond on verification
Sunday 19:51 Dunder: I will take 24 hours to respond
Monday 12:00 Dunder: Need extra proof, send pictures not scans
Monday 12:24 Player: As requested: pictures of the documents
Monday 20:00 Dunder: Need extra proof of address, show tax papers
Monday 20:25 Player: As requested: scan tax papers
Tuesday 9:48 Dunder: You have 10K pending withdrawals
Tuesday 9:49 Player: Please check again
Tuesday 10:08 Dunder: You have 15.8K pending withdrawals
Tuesday 10:08 Player: Please respond on verification
Tuesday 11:13 Dunder: Need paper issued bank statement and selfie
Tuesday 11:43 Player: Paper issued bank statement do not exist, hereby screenshot online bank account
Tuesday 14:13 Dunder: Yes you do have paper issued bank statements
Tuesday 14:27 Player: No really, my bank does not issue paper bank statements but hereby pictures of my bank card
Tuesday 14:44 Player: Why a paper issued bank statement for check bank and name if you have (i) PDF bank statement (ii) picture of printed bank statement (iii) screenshot online bank account portal (iv) picture bank debet card?
Tuesday 16:22 Player: Hereby paper issued bank statement (= printed PDF statement which they already have) but with stamp on it
Wednesday 10:30 Dunder: Need scan bank statement with stamp
Wednesday 11:01 Player: Hereby scan bank statement with stamp
Wednesday 13:58 Player: Please respond
Thursday 7:33 Player: Please respond
Thursday 11:02 Player: Please respond
Thursday 13:04 Player: Please respond
Thursday 19:42 Player: Please respond

Keep in mind that this is only the verification process. How long will it take until they going to pay out the pending withdrawals?

Posted on August 11, 2017

This complaint has been reopened as per Dunder Casino 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 August 11, 2017

The issue arose due to a name and gender miss match of information on the account which as part of our MGA license obligations required us to perform further verification checks.
We attempted to conduct these via a verification phone call on multiple occasions but were unable to get in contact with the customer despite our best efforts.
We have since been able to complete these checks and the issue was resolved with the player being able to withdraw and deposit freely.

Posted on August 14, 2017

Dear @Unknown,

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.

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