The player from Germany was complaining about the lengthy verification process. We ended up closing the complaint as ‘unresolved’ because the casino refused to participate in the resolution of this complaint.
Dogsfortune Casino - Player’s struggling to complete account verification.
Black points: 204
Amount: €980
Dogsfortune Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.7
Dogsfortune Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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2 years ago
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1. Failure to comply with Responsible Gaming
2. Not completing the kyc verification process even though all documents were sent more than 100 hours ago.
3. No reply to any email for 5 days. In the chat you are simply blocked.
4. Payment is refused.
Dear Ladies and Gentlemen
I would like to submit a complaint. The casino has been refusing all possible responsible gaming settings for 5 days, even though they offer these settings on their website. the casino also refuses to pay me out even though i have sent all the documents for the kyc. these documents have so far been accepted by all accounts worldwide. a verification would take 72 hours but these are long gone. there is no feedback at all. I just get banned from chatting. I'm happy to send you all the transcripts. I am never helped, everything is only supposed to be done quickly and nothing happens. since it is important for licensed casinos to abide by the rules, please contact the casino and ask them to verify the account and make the withdrawal immediately. the casino shall also respect your own responsible gaming attitudes. I ask you to write to the casino as soon as possible.
many thanks for your help
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2 years ago
Dear Moritz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
The situation has deteriorated extremely.
1. Responsible gaming has never been respected even though it is offered on the website.
2. Verification was not processed at all even after 5 days.
3. Casino writes me unbelievable emails I have never experienced a casino like this. This is so unbelievable.
4. I never used a bonus, I sent all the documents, I was patient and NEVER got any response to an email. This casino is truly amazing.
Here answers from the casino:
Due to the fact that you tried to besmirch our casinos good name and reputation you are forever banned from our establishment.
You don't want to get any cents. Do not send any mail again.
Is not that incredible? So if a customer complains because they don't get any replies, responsible gaming isn't respected and the verification wasn't even processed after 5 days, the casino says we're taking their money and they don't get a penny. I can send them all emails asking the casino to reply because otherwise I will need help. I never received an answer. These are dictatorial processes. They make up arbitrary rules and write I won't get a penny. I don't want to put up with that.
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2 years ago
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Before I signed up at this casino, I of course researched your site. The reputation seemed ok. I even secured myself in chat beforehand and asked if there were any issues with the license and withdrawals. I was assured that neither would be a problem.
04:04:24) Visitor 6467449
you are a scam casino Or you make
(04:04:45) Peter
We are not scam
(04:11:46) Peter
Please, just wait 20 min. About withdraw You will not have any problems
(04:12:14) Visitor 6467449
Are you sure?
(04:12:28) Peter
surah
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2 years ago
Dear Moritz,
Could you please forward any relevant communication to petronela.k@casio.guru? Thank you in advance.
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2 years ago
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I have emailed you the documents. Unfortunately, the casino doesn't want to return my money. I would be ready and satisfied if I at least got my deposit. The fact that a casino simply withholds money and then writes that you wouldn't get a cent is probably new to them too.
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2 years ago
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Additional comments from the player:
"What amazes me is that I can't see any real license on the dogsfortune.com website . Of course, that's a total shame that casino Guru didn't state that in the review. Then I would never have paid there. Next time it would be great if something like this was stated by your experts, I know they do everything in good faith and without warranty, but I think that could have caught the attention of the examiner who wrote the report.
Due to the casino not having a proper license I will probably never see my money again. It's really crazy that a casino just collects 980 euros. I have never visited a casino that was so dubious, criminal and dubious. They just take 980 euros from me"
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2 years ago
Dear Moritz,
I do apologize but I still don't understand what the main issue and the reason for a refund is. Have you tried to set any deposit limits, or request a self-exclusion and it wasn't honored? Looking forward to hearing from you.
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2 years ago
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Don't understand the main problem? THE CASINO WITHDRAWS 980 EURO BALANCE for no reason. So it's probably not more criminal. That's the main problem!
A casino simply takes 980 euros from the customer without violating any bonus rules or other terms and conditions. So your message surprises me a bit. The casino is still listed with you with a 6 out of 10. Nowhere is the indication that the casino has no proven license. Again: the casino keeps 980 euros and writes you don't get a single cent! If you don't see a major problem with that, then let's close this complaint from me here. A reputable casino should never really ever just take customers' money without any right.
So THIS IS THE MAIN PROBLEM!
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2 years ago
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I have 980 balance on dogsfortune.com account!!!!
The account was simply deleted and the money withheld.
I hope this is explained well now. I didn't lose any money there even though I was somehow banned or had limits. I played there and won 980 euros and wanted to use normal responsible gaming settings. However, these were disregarded for days, although these possibilities are indicated on the homepage. The chat always said it was treated preferentially, that was never the case. I never got an email about it. The other was that verification would supposedly take 72 hours. I have never received any feedback on my verification even after 5 days. Not even a response as to whether documents are sufficient or not.
After never getting any response to my questions I contacted casino guru and then the casino just closes my account because I allegedly damaged their reputation and the casino literally writes that I wasn't getting a single cent. So I really hope that it was understandable now.
So a casino takes in 980 euros completely arbitrarily.
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2 years ago
Thank you very much, Moritz, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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Good Morning
I've been waiting for my 980 euros for 10 days. The casino no longer answers emails and blocks the chat. Please flag the casino as a scammer or try to convince the casino to go the honest route.
That would be great! Thanks very much!
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2 years ago
Hi Moritz,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Dogsfortune Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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So a casino that completely randomly withholds €980 without any basis whatsoever is still listed as 6 out of 10 with you. The casino writes "You don't get a dime"
Such a casino must not continue to exist. They stole 980 euros from me.
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2 years ago
Hi Moritz,
The casino's rating will change when the complaint gets unresolved. I'm trying to get in touch with the casino by mail and Skype, hopefully, someone will reply soon.
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2 years ago
Hi Moritz,
Thank you for your emails, communication with the casino is obviously quite difficult.
We would like to ask Dogsfortune Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Moritz,
Unfortunately, I was informed that the casino doesn't want to do anything with us and will not be replying. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach in the future. If the casino changes its position, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
