The player from the United Kingdom had made deposits worth £350 and won £1,200. The casino had requested account verification, however, the player had been unable to process it via the website. Despite having sent the necessary documents, the casino's support had remained unresponsive. Subsequently, the player's winnings had disappeared from their account. We had attempted to mediate but the casino declined to cooperate. As a result, we marked the complaint as 'unresolved', which might have impacted the casino's safety index. The casino was operating without an official license, which limited further action.
Dogsfortune Casino - Player's winnings vanished after account verification issues.
Black points: 113
Amount: £350
Dogsfortune Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
7 months ago
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9 months ago
I signed up to this casino and made several deposits totalling £350. I won a good amount (£1,200) and tried to withdraw. I was told to verify my account, but couldn’t do this through the website. So Live Chat suggested I email them my documents. Their websites states verification is immediate, but live chat said it will be 72 hours. Since then I’ve heard nothing from them. I’ve emailed but not got a response. Live Chat has also now been disabled for me. Now when I login I have 0 in my account. They are scammers and I want at least my deposits back. I’ve raised this as a chargeback with my bank, but not sure what they can do.
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9 months ago
Dear Frank_Sidebottom,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Dogsfortune Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly you sent your identity documents to the casino? Have you sent all the documents as soon as possible and in the correct format?
Do I understand correctly that you can log into your account but your balance disappeared? Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Hi Veronika,
Thanks for responding. I sent the documents on the 31st January 2024, and have heard nothing from them since. I’ve sent several emails and have never had a reply from them.
I can log into my account, but now my balance is €0. Can confirm my winnings were accumulated without an active bonus.
Thanks, please let me know if you require any further information.
Frank
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8 months ago
Dear Frank_Sidebottom,
Unfortunately, we were 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 the safety index 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.
Since the casino operates without an official license, there are no further steps I could recommend.
I wish I could be of more help.
Best regards,
Veronika
