Dogsfortune Casino - The player struggles to retrieve his money.

Around August/September 2022, I tried several attempts to withdraw my balance of over £5000 at DogsFortune casino (winnings stemmed from my own deposit - no bonus). No matter what method I used, all the withdrawal requests came back rejected.

On 3 November 2022, I was emailed by their Support Agent, Nick Clark, saying that their payment operator took my deposited funds under a fake pretext and that I would need to chanrgeback/refund all my deposits by contacting my bank. Note that at this time, my balance at the casino was set to zero.

I duly got in touch with my bank, but they said they could not help me as they do not cover chargebacks or refunds where a third-party processor in involved.

I emailed Nick on 8 November, explaining the above and pointing out that although there may have been some impropriety with their processor, the casino still had a duty of care to pay their customers.

Despite sending them several chase-up emails, they have not since responded and my balance at the casino remains at zero.

Hello dsp99RF,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dogsfortune Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you use your own payment method to deposit? Is your casino account still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for helping me with my complaint.

My account at DogsFortune is still active and I can log in. The requested KYC documents are all showing as verified on the website so this would have been completed in August 2022. I have not been asked for any more docs since then.

I used my own payment methods yes, initially depositing with Litecoin between May and June 2022, then depositing with my VISA debit card between June and July 2022.

The most recent communication with DogsFortune was the email from Nick Clark in November 2022 referring to the third-party processor issues they were having and recommending I make a chargeback/refund (as stated in my original complaint post). Despite my numerous emails to them since, they have not responded at all.

Please let me know if you require any further details.

Regards,

Daniel

Hi dsp99RF,

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 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.

I wish I could be of more help.

Best regards,

Nick