Dogsfortune Casino - Player’s withdrawal is delayed due to address verification.

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.

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

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.

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