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

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Player rating

6/10 ● 74 reviews

Top reviews from our players

Simp

6 years ago

1/10

Fast withdrawals, good selection of games. Provides you with a quote from a famous person for no real reason at all

Two different bonus policies. If bonus attached to a deposit, cash is used first. If you have a cash balance and they offer you a bonus it works the other way round and bonus funds used first and any winnings are added to bonus and not available for withdrawal. This was not made clear and seems highly unfair. The sites also seems to crash a lot more than others.

krzeken

6 years ago

5/10

everything was smooth and quick, until things came crashing abruptly. deposits and withdrawls were the quickest out of all the online casinos ive played at!

I made a deposit via instadebit around Christmas 2018, but due to some internal error my account was not credited with the 50$ cad. I sent in images of the successful deposit email sent by dunder as well as the successful deposit receipt email from . Yet I had to go on live chat 5+ times to inquire and wait around a month to get the 50$ in my account? I gave them another chance.. And I logged in and deposited while I was on vacation in hongkong with no problems.. But it would not allow me to play any games.. The next thing I knew my account was blocked.. I went on live chat and they told me they needed to verify my id and two credit cards.. I promptly sent them the required info and let them know that I was on vacation in hongkong and china. After two days had not received any news about the status.. I went on live chat again and they tell me my id was not clear and they couldn't read the name on one credit card.. No problem.. I sent in the two pieces again while im still on vacation and I inquire about playing from china or hong kong.. Which the live chat agent replied saying it shouldn’t be an issue... Another day passes and I receive an email telling me my withdraw process has been successful. Odd.. I go back on live chat and they tell me my account will remain blocked.. And there is nothing they can do? This is absolutely ridiculous. I asked why and they just say security has made the decision.. I ask how I can unblock my account and they have no answers? This casino is great.. Until things gets forwarded to their security department.. Then you don’t get email notifications about anything and noone has a clue what is going on.. What was a great experience has turned completely sour and has left a taste of feces everywhere..

Gamer007

3/10

Bet soft has some excellent games, multiple ways the games pay out without too much commitment. Graphics are amazing, entertaining.

Deposits are a hassle. My credit card information changed and it was a hassle updating the account with the new information and most of the deposit requests were rejected. My old card information remained on the account. I requested the account closed with $.01 left and have yet to receive a response.

moonsrb

2/10

Alot of games, I like fast answer with mail, don't need to wait for week like some other casinos 8)

EWallets: 0-1 hours is not true, its 12 hours, I was waiting for my withdrawal 5h+.
I was told I am not able to play NETENT games there even I can play on other sites, but on Dunder I don't even see NETENT games.
Also after I pressed "withdraw" after that I had 500 dead spins, with no bonus and almost no money.
If u want fast payouts like they say 0-1h, this is not site for you 8)

mbean

10/10

I find this casino one of the best out there. They have a fast array of great games, they have all my favorites, they have almost every payment app available. I sometimes have luck and sometimes I don't, just like most, but they pay very fast within hours with no problems, I think they have some of the best bonuses, and just like all casinos they require you to play a certain amount, but to me it is one of the most reasonable, 35x ( I refuse to play any that are 50x).
Sometimes I take a bonus, sometimes I don't, sometimes I have a string of bad luck then all of a sudden it goes the other way and I can't lose. That is just the ways it goes, I don't spend what I can't afford to lose. This is my form of entertainment and dont have too high expectations. It would be nice that maybe one day I will hit a big jackpot!

There is nothing negative to say about this casino, as I look at some complaints here, it appears to me they are relatively new palyers and are not reading the rules. Been there done that!

Dusy99999

1/10

Won 130$ in the first hours, every game I was playing bonus rounds came up, it was beautiful, everything changed pretty quickly, money can't be redrawn like in a real casino, dram on you have to gamble for over 1500$ to be allowed to redraw a $. which is pathetic. You are forced to play and on the second day you are robbed, no bonus games, no nothing just empty spins cleaning you out! STAY AWAY, SCAM

Don't waist your money on Dunder, they are a SCAM, I put 20$ I start playing, maid it to 130$ oh but wait you have to play for 1500$ before you can redraw your money. So I keep playing, with good strategy on chosen slots, after the first 24 hours had passed, I was able to see something that didn't appear before, the slot screen was "loading" every 5 to 10 spins, the icons displaying changed in the last millisecond even i was clearly able to see a different icon coming out, there was no more free spins or bonus rounds, NOTHING 150$ went to 0$ with MINIMUM gamble only of 0.10$, do the math and see how much the probability fell, so I stop playing on the second day when I was down to 50$, came back the next day, same thing, until the money was gone. Afterwards I have received 7 emails in 3 days with different deposit bonus, they are crooked so stay away from Dunder, Go to a real casino on a real slot machine to gamble your hard earned money!

Candia76

5/10

Liked the games I did end up winning over 300 dollars but..

I could not cash out.. had a lot of difficulties my withdrawl continuously was canceled.. ended up spending the entire winnings :( :D
Needless to say I will not be returning to dunder

degtine123

1/10

Deposited funds, they immediately freezed my account and asked to verify e-mail again. My old e-mail was gone, so asked them to renew my e-mail. Than they asked to send them ID documents, done that and they still did not changed my e-mail so I could login again ( everything took 48 hours ), did not got nor email nor answer in any other form from them. Contacted them again, then they asked to send photo of me holding the ID document, done that, still no answer. So basically, they locked my account after a deposit and I can't even log in right now even to withdraw funds. I now imagine withdrawal process which would probably would be impossible. I seriously do not recommend to have any business with them

tiry

1/10

I wouldn't suggest to others, the system takes out the most important thing about gambling, the excitement. The system shows you in advance you would get the result of the spin, how much you win. Not talk about the welcome deal which didn't give anything much.

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