Lengthy verification, terrible customer service

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

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.

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

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.

I recently joined Dunder based on site recommendations as I searched. I was very Leary based on reviews, I had a couple withdrawals pending and they told me needed to verify so I did and was approved and everything seemed okay. So I deposited more and on August 23rd I requested a few withdrawals as when I am playing I’ll keep banking money if I am winning. Their site claims they try to do it within 24 hours and I’ve sent 6 messages now, with no réponse but generic auto message. As I have been waiting for my initial withdrawal on August 23rd, I was playing a couple games and over the course of the 23rd till yesterday I’ve accumulated $10,300 in winnings from typically 4 games I play. Their live chat is down, no one is responding, I’ve followed all the rules, none of this is bonus money, my first withdrawal seemed fast and communication was good, then to no reply’s , no live chat, no money as it still pending, who wouldn’t be concerned? This is all seeming very shady. I always take screen shots. I would like this resolved as I need to switch banks and close my current one I am using. This site is causing me stress and anxiety because they are not communicating but freely took my deposits.

On June 1st I submitted my personal identification to withdraw my winnings and it was verified. Payment was in the process almost immediately and I thought, this is great, very easy. It is now June 11th and I have repeatedly emailed, had chats with different people and last Saturday was assured the payment was approved and I would have my money in 1-3 days. This is now Thursday evening, five days since I was reassured of my money, and I have no winnings in my bank account and no correspondence from anyone at Dunder. Even after several emails sent this week asking why. I have tried to get the money back in my bank account by the same means I used to play and also via bank transfer. Still no money. I was also charged $5.50 each time I made a deposit to Dunder to play games. I was told Saturday also that this issue was passed on the a higher department to handle as I should not have been charged additional fees outside of the deposited funds to play and this is not their practice to charge customers additional fees. I have not heard from anyone on this issue either. I feel cheated and disrespected. All I want is my $1300.70 in winnings plus $11.00 in fees they charged me for deposits. I am Canadian.

Hi,

I am writing this complaint against Dunder casino about their unjustified action for suddenly closing my account with pending withdrawal in place.

Last May 11, 2020 after winning from $3,500 at Dunder Casino I decided to withdraw $1,500 of my winnings and received a confirmation of the pending withdrawal, I continued to play with the money that's left.

However, after a few hours while in the middle of a game I got logged out suddenly and when I tried to log in its says that access to my account is restricted and to contact support which I did.

I told the representative what happened and asked why I can't access my account and pending withdrawal. The representative just says "for security reason and that I have multiple accounts" without explaining clearly and just confiscated the $1,500 that I won fair and square without unproven evidence and basis for their claim.

What saddens me is I was going to use that money to buy a gift for my wife for our 10 years anniversary and have a little dinner with my family this coming May 25th.

I hope that you can help me in any way because this is so unjust.

Dear whom may concern,

I was told that if I was self excluded on one of the casinos under the lisence of mt securetrade limited , I should of not been able to play on any of their casinos.

I was permanently self excluded on rizk casino (mt secure) on the 2016-11-24 23:38:22, and still am to this day.
This was also permanently and cant not be lifted at any time.
I have been able to play on dunder and depoist over £3000 , however I should of not been able to reopen my account with them as I was told by their live chat, that a permanently self excluded account can not be reopened however they did.

Both of these casinos are under the same license and dunder did not follow the rules and regulations,

I their for demand a full refund of all depoists made since the date of my permanently self exclusion on rizk casino under the mt licence which dunder also hold, as I should of never been able to reopen my account with Dunder as they hold the same licence.

I will attach print screens and emails from rizk which shows the information of my self exclusion + both details on both accounts are the exact same like the live chat confirmed it,

I give askgamblers full permission to check my data on both accounts.

Email is the same , name is the same, home address is the same and date of birth is the same , so they should of detected my account and not let me reopen it as the permeante self exclusion is under the same liscence as you can see from the email from rizk this can not be lifted at any time and dunder done this.