Dunder Casino

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.

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

$170

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 - 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

Dunder Casino - E transfer not credited

$7000

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

Dunder Casino - 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 Casino - 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.

Dunder Casino - 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.

Dunder Casino - 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.

Dunder Casino - Ignored permanently self exclusion under the same License MT SECURE

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.

Complaint Statistics

Resolved 35

Avg. Amount $ 11,359

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Review this casino

Share your thoughts with other players

Player rating

6/10 ● 74 reviews

Top reviews from our players

petitegamer

5/10

Their games pay fo real and the offers are good. I enjoyed a lot playing at their casino. The bonus are are fine compared to other casinos I had explored

To reach customer service sometimes they are not available. The Withdrawal process takes weeks, not 3 days as they announce in their platform. You can only withdrawal using wire transfer, credit card option and interact are not available, despite that they can receive interact to make deposit.

Spinner

7/10

I really like that they offer a lot of deposit bonuses, as well as free spins to play without doing a deposit. This might be because I am not winning a lot, but it still feels good to receive some gifts! I think the selection of games, as well as the payments side of things are really good, and up there with the best of the best. Desktop experience is very good!
They also have a great game selection!

I usually play on my mobile, and it seems to reload a lot, and sometimes the site just jumps around between different pages, creating big delays in the loading. It is also a bit hard to navigate between pages. For being a high tier Casino it is disappointing that the mobile experience is not great. There are also often problems of claiming rewards, where I time and time again have to contact support to get the rewards that they have "given". Very time consuming to have the site load so much, and then having to wait for support to give what is rightfully claimed.

Colinjackson

5/10

Good regular promo offers. Quite easy to navigate site. Think they had a last played display. Easy to get verified I believe and live support above average since they probably don’t stop

Promo offers didn’t work on my device ?? Contacted support first time the second time I wait till see but I wouldn’t recommend this site especially if you are using an iPhone. I cleared cache etc, etc I’ve been playing at different online casinos for a long time and there are better out there in my honest opinion. Last thing I’m gonna do after each deposit is going to go through security online chat to get a bunch of free spins I’ve been told on the next deposit. Also, the live game screen is by far the worst I’ve seen an I don’t understand how it’s different from anywhere else it’s broken too. ?? Had one big withdrawal can’t remember what I got but was straight to deposit to test it out and just average time now 1-2 days maybe so.

Cardio1979

10/10

I have been playing here for the past year and I really don't understand the fairly bad ratings?
It is by far one of my favorite casino's with very generous non sticky bonus offers at least 3 times a week or so.
Everything runs smoothly, cash outs are very fast, tons of games.
For me personally it's one of the best casino's to gamble. Please note that I'm not a shill. My rating is well deserved after making 500+ deposits across multiple gambling websites. Dunder, keep doing what you are doing because you guys are on the top of my list for sure.

There is nothing to dislike because this is one of the better casino's out there and I rate 10/10

Porka

8/10

This site has a lot of potential and can compete with the top players like Casumo and Leo with game selection. Fast withdrawals within a few hours and a great site.

-Great selection of games
-Fastest withdrawals
-Good overall performance
-Live chat available
-Always received money
-Verification went fast and easy
-Very accurate my account overview

There is not a lot to mention in a negative way. I think this site has the potential to become top segment in the market like Casumo or Leo. A few quick wins like adding more payment providers and methods ( add MuchBetter or bitcoin e.g.) can make a difference. I believe my complaint was an incident but maybe customer support needs a bit attention.

-Not allowed to save bonus games in certain circumstances. I did not receive the money I won with a bonus game after saving the bonus. Did complain but never received a follow up from support.

-They do not offer a lot of deposit bonusses and promotions.

miken3778

8/10

I didn't ever have any issues with Dunder when I used it. Customer service was great in answering questions, money withdrawing was no issues. Decent promos especially for anyone signing up for the first time!

Wish for more selections in games, but realistically the game selection is just as wide as most online games, for Canadians I recommend it without a doubt.

Inactive user

6 years ago

9/10

I think this casino is great for high volume players! I wagered a lot of money. Along the way, I hit some really nice win! I enjoy my time playing. All the great slot provider are available. Quite hard to find them all because of the layout of the site but they are still here, you have to find them lol.
I had great interaction with customer service. Fast transaction as well !

The layout of the site doesn't show all his potential!
Live casino game provider could be better, especially for Canadian since we cant play evolution gaming anymore. I guess there's an incoming update regarding that matter :) I wasn't a fan of evolution gaming anyways lol

Inactive user

6 years ago

3/10

I've been playing on this site for about ten months. Much like dating a new guy, things start out pretty well. Had some very good times, gradually developed some trust, shared personal information, and then made a commitment. Made a withdrawal, it went through quickly without any issues. Made another some time later, they wanted documents, no problem, verified. So far so good right?

Here I am now, finally making a withdrawal after losing, based on their info on me, over $7000.00 in six months, of $2020. Suddenly I need to be verified again. They want proof of deposit method from Idebit, that I used twice two months ago. So I've sent the info, and now I am waiting yet another 24 hours for someone to check it. I'm getting the feeling they would like me to just play it. I asked chat about it and I was politely informed they can basically do what they want. So fair enough. But I don't feel valued, appreciated for my loyalty, and, much like a guy I dated once, I feel cheap and used. If I actually do get the funds, I will need to reconsider this relationship.

LittleFu

1/10

All the time I was playing here having fun.. but that changed right now!

This casino has the most terrific bonus terms.
I deposited 50 euro with a bonus offer for 50%.
After I did this the account screen showed me the wager requirement of 1875 euro!
I contacted the chat and asked if this is right that I have to wager the bonus 80x.
They said yes.
Because the bonus is combined with you real deposit.
In other words if you deposit 1000 euro with a 10% bonus
you have to wager 25500 euro!
After finding out this unethical business practice I deleted my account immediately!

Mommabear79