The player from Germany is experiencing difficulties withdrawing their funds due to limited availability of payment methods. Player lost his winnings so we are rejecting the complaint.
Dozenspins Casino - Player’s struggling to withdraw their winnings.
Amount: €600
Dozenspins Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I registered with Dozen Spins yesterday (unfortunately I didn't read the bad reputation beforehand) and made several deposits between 20-200 euros via instant transfer.
The funds arrived in my player account without any problems and within a few seconds.
After several attempts there were even several stable bonus rounds in the dog house on small stakes and I had won more than I deposited.
On the way to the checkout I immediately noticed that Sofortüberweisung is only offered as a deposit, but not a withdrawal method.
There is only one link called bank transfer.
You might think that this is one and the same.
When trying to pay out 400 euros (max cashout per day) via bank transfer, I am always asked to pay the minimum deposit (20 euros) via bank transfer. Every attempt to deposit the said 20 euros via bank transfer fails in an ERROR.
The support is not very helpful and only repeats the message that is displayed during my various unsuccessful payment attempts, please make a 20 euro bank transfer, before you get nüschts. It doesn’t work mobile, nor via Firefox, nor via Edge, etc.
Only a rascal would think that this is intended.
Best regards
A rogue
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3 years ago
Dear Krugmann,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.
Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified in the past?
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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3 years ago
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Hello and thanks for the quick reply.
I am currently in the "oath of disclosure" to Dozenspins and not yet fully verified.
As soon as I receive confirmation and my account has been verified, I will get back to you.
To the best of my knowledge, Dozenspins is the only casino that offers deposit methods that are not also offered as withdrawal methods.
This morning I followed up very questionable requests from the support to make further deposits with various other methods.
I am not concerned with the 800 Euro Monopoly money on my player account, but with the fact that this casino deserves 0/10 stars and that my complaint, along with the various others published here, is read by as many users as possible and prevents them from registering .
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3 years ago
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Small update.
After eleven documents have now been sent, a photo of the front, a photo of the back of my ID card, a photo of the widely popular license fee, with a matching address that I gave to register with Dozenspins, a screenshot of my online banking, a photo of a bank statement with a matching BIC and IBAN to the screen, a screen of mine. Ezeewallet, a screen of personal details in the settings of the ezeewallet account, a screen that my ezeewallet is verified, a photo of myself, kneeling with the person in my hand, in the background, clearly legible on a delicate 50 inches of my lecturer spins account, including everything Personal details, consistent with all addresses, numbers, etc. of all previous documents, a photo of an invoice from the municipality for the purpose of dog tax, with the same address, address, account number, with which I also made multiple payments, I am not verified 🤣
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3 years ago
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After I paid another 30 euros this morning via ezeewallet, I was able to request two withdrawals of 400 euros each.
After trying to verify me as described above, I got this answer.
As can be seen from my answer, there is a view in my online banking, neither mobile nor on the desktop, which contains all the information required by Dozenspins. When I answered my reply, I got almost exactly the same message again.
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3 years ago
Thank you very much, Krugmann, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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3 years ago
Hello Krugmann,
I looked at your complaint and will do my best to help you. I would like to invite Dozen Spins Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Dear Krugmann,
Unfortunately, your payment method is temporarily not available for withdrawal.
For this reason you were asked to make a minimum deposit from another payment system convenient for you to withdraw funds.
You have successfully submitted a withdrawal request for a total amount of 800 EUR.
At the moment you are in the verification process of your account and have not yet provided the necessary documents unfortunately.
Namely:
We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us following documents and information about your Bank account:
A screenshot of your personal online bank profile which contains the following information:
• Bank account number / IBAN (international bank account number)
• Bank ID / BIC (bank identification code)
• Detailed address of beneficiary (postal code, street, city, country)
Screenshots should not be cropped.
Please complete the account verification procedure and your withdrawal request will be processed.
The Finance Department is expecting documents from you at kyc@dozenspins.com.
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3 years ago
Translation
This is the third time I have read this message.
Unfortunately, I can only inform you a third time that there is no page in my online banking that contains the data you have requested.
The BIC has been discontinued in Germany for more than a year.
Furthermore, there is no account statement, either online or in paper form, that says Germany.
Is there an option to have a Casino Guru employee receive the email with all confidential attachments that I sent Dozenspins for verification?
This is the best way to get an idea of the matter
Edited
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3 years ago
Dear Krugmann,
you can send the mentioned email to my address: viliam.v@casino.guru.
Meanwhile, please try to contact your bank and ask them for information which is asked from Casino. They should be able to give you an official statement.
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3 years ago
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I have sent you both of the emails I sent to dozenspins.
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3 years ago
Dear Casino,
Player stated that he sent you the same documents which I have received. Documents contain IBAN and photo of the ID card with address. I think this should be enough to verify player's account.
Please, let us know if you need something.
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3 years ago
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Good day.
You are welcome to send the documents personally to the KYC department of Dozenspins for the purpose of comparing the emails.
greetings
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3 years ago
Got a invitation via email to deposit for a 140% Bonus on Dozenspins. Thx alot kind sir mr casinodefender. Got to pass on this one 😂
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3 years ago
Dear Krugmann,
At this time, you have not sent the necessary documents to verify your account.
Until you send the necessary documents in accordance with the rules of the project your request for withdrawal will not be considered.
You can contact the email address of the Finance Department kyc@dozenspins.com and only they can help you to pass this procedure.
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3 years ago
Only way for me to provide the Information you demand is the way i did it.
i could move to a way more expensive privatebankaccountmodel and spend more money in this dispute and you would surely knit together some tc’s to Void my winnings. From my side this can end here.
thanks alot at casino Guru petronela and viliam for the provided support.
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3 years ago
So that everybody can see it.
this is my personal data side that does not change in its view from the mobile to the desktop version.
at the top and ofcourse blackened my Personal- and Business- Accountnumbers at my credit institute. Followed by the street i live in followed by the district zip. Thats it 🤷♂️ No iban no bic no country not even my name.
Above it is my vr-netkey which gives you Access to both accounts so dont tell me to scroll up. Underneath is Simply nothing. No way to put these informations in there except Photoshop ✌️
those demanded informations where provided by me in severel different ways from offical letters from the City Council to statements of the account and even taxes for my dogo. any casino that gives at least a little bit about reputatios would accept those informations and accept the fact that i am who i am.
DO NOT PLAY AT DOZENSPINS!
Lächerliche Hobbits
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3 years ago
Dear Krugmann,
please send them once again the same email to the mentioned address. They need to receive it from you.
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3 years ago
Thanks sir Viliam 🙂
but i prefer to stop wasting my time on this demomode-Casino with less balante.
they propably told you that they are ok to verify me now if i resend all those documents 😄
i wont. Emails from Dozenspins Go straight where they belong. In the trashcan.
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3 years ago
Dear Krugmann,
did you lost your winnings? Do you want me to close your case?
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
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