The player from Germany registered at Dogsfortune on 03/03/2024, completed verification, and received a bonus on the first deposit. After playing through the bonus, an attempted withdrawal was returned because the address verification document was expired and needed to be in English. Now, customer support is unresponsive.
Dogsfortune Casino - Player’s withdrawal is delayed due to address verification.
Black points: 87
Amount: €755
Dogsfortune Casino
Safety Index:Very 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.
3.4
Dogsfortune Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
6 months ago
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Public
6 months ago
Translation
On 03/03/2024, I registered at the bookmaker "Dogsfortune", uploaded my documents, and successfully completed verification. After that, I made a deposit and received a bonus on my first deposit. After playing through the bonus, I tried to withdraw part of the money, but the funds were returned. When I inquired about the reason for this, customer support responded that the document verifying my address (an electricity bill) had expired and I needed to upload a new document in English. I live in Germany, and all organizations send me documents in German. When I registered, I provided my address in German, and the electricity bill that was verified was also in German. I don't understand why this requirement has arisen and whether it is legal. Customer support is not responding to my emails.
Automatic translation:
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6 months ago
Dear shey1983,
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.
1. Have you provided the casino with a valid utility bill after your first one was rejected?
2. When was the last time you sent a document to the casino for verification?
3. When was the last time you communicated with the casino customer support?
4. Have all your other identity documents been approved and verified?
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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6 months ago
Translation
Hello Veronica,
I uploaded a calculation of the rent, then two statements from different banks (one in English), but all this was rejected. The last document was uploaded at the end of May. I received the last letter from the support service on 05/13/2024. All other documents were approved before my deposit.
Automatic translation:
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6 months ago
Dear shey1983,
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
