Dunder Casino

Missing Withdrawal Still no resolution

£2850

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.

0h left

$170

Lost deposit to my account, running in circles over CA$500

I won some money in early Oct 2021.

When I tried to withdraw, it was rejected after a few days. After much back and forth with them over this, I made a smaller withdrawal that I received without any issue. When I made another withdrawal of lesser amount, I received email that it was deposited into my account on Oct. 27th. After a week of not receiving it on my end I contacted Dunder multiple times, was given multiple different answers and eventually was given a ARN # , which I was told to give to my bank myself for them to track. I called my bank customer service, told them the problem and tried to give them this reference #, I was informed that they couldn't track what wasn't deposited and they had no idea what that # is.

It was suggested that I was probably being scammed. I then went physically into my branch this same day and was told the same thing by teller. I have been on chat with dunder many, many times and have emailed them several times. On chat I was told to track it myself with arn provided and all emails have been ignored thus far. I have been completely verified with them and provided bank statement showing I did not receive deposit email which was verified also. So to this date, I haven't received deposit or resolution to this issue. I did contact Malta Gamin Authority via email and was directed by them to file with ADR.

Before I do that I've sent Dunder another email today Nov 15/21 requesting resolution through their customer service and on here. I have chat transcripts about all of this I won 2000.00, I played back 900, withdrew 600 successfully and the 500.00 is apparently lost and I haven't received it.

Dunder casino not paying winnings

$500

10 days ago I asked to withdraw 10 000$ in winnings from their site, all my documents were verified in a few days, they said they would do a manual withdrawal while I asked to take a break temporarily on my account awaiting payout. They said no problem, next thing I know now they’re saying they can’t do a manual payout, I have to wait for the mandatory 7-day pause, after 7 days it’s still locked. They say I have to wait for their team to contact me, they don’t ever contact me. I don’t know what’s going on, support staff doesn’t know they just want me to constantly wait, I just want to get paid, I dropped 3000$ on this site in an instant and getting in touch with anyone is so complicated.

I have a lot of chat logs that show contradictions….

Please help me resolve this

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

$7000

E transfer not credited

Payment delay and no contact from payment department

$74

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.

Dunder Failing Their Own Terms and Conditions Withdrawal Issue

$350

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.

Not being paid winnings and up charges on deposits to play

$10700

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.

Sudden block of account and payment refusal

$1300.7

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.

Ignored permanently self exclusion under the same License MT SECURE

$1500

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.

Beschwerde-Statistik

Gelöst 35

Durchschn. Betrag $ 12,135

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 2 Tage

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Spielerbewertung

5.9/10 ● 71 Bewertungen

Top-Bewertungen unserer Spieler

incog1980

10/10

This is an honest and trustworthy casino. Great games and great service. Always pay out. Great customer service.

Great games too!

Nothing to say. It's all good here. All casinos in this brand are honest. It's all you want as a gamer. Just follow the rules, be honest, and they are too.

helgauk88

1/10

Good selection of games. I like play n go games that's why I give it a chance. Deposited a few times without any positive experience. Last time deposited £50 won £100. Lucky me :)

The pay out is very slow. Pay out to neteller account supposed to take 0- 1hr. I had to wait for £100 over 24hrs. They say because of the processing time is 24hrs after that its instant. Everywhere is instant as its e wallet. I will not deposit anymore as its very hard to win in this casino and if you do win takes ages to get the money.

Superman89

1/10

Spins that were winners were subsequently cancelled and this was down to their own admitted server error. They managed to retrieve the data which proved my bets were winner. Still didn't pay up stating I may have changed bets if 'server issues' didn't impact the game. Funny enough all my other spins which were all losing were accepted with no server issues in sight.

Stay well clear guys. Won't even do right by customers even when they admit the issues were all there's. I only lost out on 60 quid winnings or so but it's the principle really.

Gamblers2016

9/10

Since I only play slots I really like the part that Dunder has categories such as free games, expanding wilds and so on.. It makes it easier to go for the games you prefer. Further on more than enough choice. Nice welcome bonus-program. Easily withdraws. Everything perfect!

Nothing to complain about. Everything seems more than good so far!

litsa12

10/10

very good casino first time today I open my account and I put 25 euro I take 25 bonus and I win 850.

I make deposit and withdraw with netteler money comes in 5minute in my account. I never see that withdraw in 5 minute?????? Omg... best casino in my life.

Dunder casino you are the best ... litsa from Greece......sure I will play again you make my day...

Nothing to dislike only I hope to put wms games or amaya..

wimtim

9/10

Quick payments, no fuzz, no nonsense casino.

No stalling, good promotions/bonuses. Very happy with them!

poland1966

8/10

A great range of games, big bonus offer, very fast withdrawal, even without verification, I'll be there played

jr76m

1/10

Good layout great games, everything works but so does so many other casinos that actually jook after their players

Bad customer service, no loyalty at all, I have turned over a fortune and deposited around 3k this month here is a copy of emails and then the response from live chat

My first contact:

Hey guys firstly I really like your casino. Just wanted to know if you are going to put a loyalty program in the casino. It's a shame you don't as I use my loyalty points in other casinos when I'm a bit bored and just playing around. For instance last night I would of turned over 10000 dollars a few weeks ago I'm sure I would of turned over at least 50,000 as I was playing 100 dollar bets for hours, so if I were playing at videoslots.com. I would of ended up with a decent cash back.

It's nice when you get a bit of a reward for not withdrawing as I was up 14,000 and could of taken that out.

Like I said I still love the casino and will always play there but if there were some rewards I would spend a lot more at Dunder instead of the 5 other casinos

Hope you have a great day

Kind regards

Email response:

Hi Joel,

Thank you for your email and feedback.

We are looking into setting this in place but i do not have a timefram or estimated time of arrival for this at the moment.

It is furthermore very good to hear that you like the Casino and you are enjoing yourself, that is what we are all about.

At the moment we review the accounts continously to see if there is any bonuses we can give out to loyal customers but of'course if you would ever feel that you should have had or deserve a bonus due to bad luck or any other reasonthen please do not hesitate to get in touch with us and we will review your account right then and there to see if you have anything available for you at that point.

If you have any questions in regards to this you are more then welcome to contact us again.

Let us assist you the way you deserve to be helped, with care and speed. Forget the emails and contact us via our Live Chat support.

Have a nice day!

Kind regards,
Anders
Dunders Support Team

Live Chat:

Elisabeth Hello!
How may I help you?

You
Hi Elizabeth How are you today?

Elisabeth
I am just fine , thanks for asking, and you? :)

You
Just wondering could you please look over my account and see if I could get a nice bonus chip as thee is no loyalty program here. As I have turned alot of money over, Im not talking about deposits but gameplay I won quite a bit and spent hours the other week playing $100 dollar bets. If I had realized this I would of took the $14,000 out and played at one of my other casinos, I just like the thrill of the play and like a bit of loyalty back.. As you will see I have not withdrawn cause I know I would just put it back lol

Elisabeth
Let me check, one moment please

You
thanks

Elisabeth
I am sorry but I cannot offer a free bonus or free spins for the moment. What I can offer you is a 25 % deposit bonus up to 50$ on your next deposit today. Just contact us when you made your next deposit today and we will add it manually.

jr76m

9/10

Awesome selection of games, no lag, games always working.

No loyalty at all, that would be the only problem with this site.

streets78