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.