Dunder Casino - Player accuses the casino of irresponsibly facilitating gambling.

Dunder Casino allows individuals with gambling issues to play, thus breaking the responsible gaming rules of their MGA license. In 2022, I requested a block on all possible gaming sites through Päihdelinkki; this included sister casinos, future sibling casinos, and a permanent gambling ban, due to my gambling problem. This request was forwarded to their sister company, Kazoom Casino, and my account there was closed. However, in February 2023, Dunder allowed me to register with them and make constant deposits. They also verified my account using documents which should have, at the very latest, alerted them to my issue and cease my gaming; instead, they allowed me to continue. I requested a gaming ban via a different email, but with exactly the same personal details, including my full name, address, date of birth - only the email address differed. Other responsible casinos have been able to identify me in the same way, so I believe a different email address alone should not prevent players from being blocked, as all my other details remained the same. I asked them to refund my deposits to Dunder Casino and they are uncooperative. A responsible casino would reimburse the money and admit the mistake, but they do not because they want to unlawfully profit from people with gambling problems. As an MGA license holder, there are strict rules regarding responsible gaming and the need to identify customers. This casino is not taking responsibility and I urge everyone who has been treated in this way by them or their sister companies to issue complaints and investigations with the MGA. Fight against these irresponsible casinos and stand your ground. Gambling addiction is a disease that many casinos take advantage of. I, too, will ask the MGA to investigate this matter concerning Dunder Casino if nothing is done.

Dear Joskivain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion to this specific gambling establishment? My email address is petronela.k@casino.guru.

I do apologize, but I haven't found Dunder Casino on the list.

• Did you specify in that request for how long you wish your account to be suspended and the reason why? This help@dunder.com should be the correct email address for Dunder Casino.

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

I put more attachments in the email.

Screenshots from the player:

I apologize, but I couldn't locate Dunder Casino on the list.

• Did you include the duration and reason for your account suspension request? The correct email address for Dunder Casino should be help@dunder.com.

It's important to note that your previous self-exclusion in another online casino is not directly relevant to this particular case.

Dear Joskivain,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.