The player from Germany is struggling to complete the account verification and receive his winnings. The player's issue was resolved.
Dunder Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €1,900
Dunder Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Have arranged a payment of 1400 euros! This was rejected because I accidentally used another card! After being asked, I sent the requested documents, i.e. my wife's PA and bank statement, etc.!
Was rejected again because scanned documents are not accepted
Then I took pictures as requested were not accepted! Then I got my wife's power of attorney to use this account and I was sworn in by an affidavit that kept all my truth documents
correspond !!! No reaction !!! Now again mine and that of the woman as PDF
cleverly nothing happens
Automatic translation:
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4 years ago
Dear Joachim,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Who’s the owner of the card which was used to deposit funds in to your account? Did you try to withdraw the winnings to a different card? Furthermore, could you please specify how many days ago you have asked for a withdrawal? I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
I applied for the payment about 4 weeks ago! I deposited from my card and provided from the
Card of my wife! My wife then wrote a power of attorney that I can also use her card to play !!
It's not just about the payment, I also can't log in !!! I have 30 documents
sent and something was always wrong! The documents were scanned, photographed, sent as a PDF file etc. It was always
not correct !!! Both copies of ID cards, bank cards, etc. The last documents as sent to them, no response
I arranged the payment of the money on my Mastercard from my bank!
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4 years ago
Thank you very much Joachim for your quick reply. I will now transfer your complaint to my colleague Peter 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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4 years ago
Translation
Thanks for the answer !! I can also send you a copy of your ID, your credit cards or my power of attorney
Send woman where it says that I am authorized to play and can use her card! What I do not understand is that the terms and conditions are in English and I had problems reading this with my 75 years! Although I have not found anything that I have no other
May use card !!! Where I used and deposited with my wife's card everything was fine !!!
At the latest after the second deposit you should have said stop. It was only when I applied for a payment that I was refused !!! More deposits would have been accepted from my wife's card! Dunder's service is otherwise good but problems are not solved !!!
Kindest Hirschfeld Joachim I also agree if 700 are paid out and 700 keeps the casino
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4 years ago
Hi Joachim,
I'm taking over your complaint. I understand your frustration, but depositing money from an another person's bank account always causes trouble. Casinos have strict verification policies and check the players' personal data thoroughly. Please send all relevant evidence to my email address: peter.m@casino.guru and we'll see what can be done.
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4 years ago
Hi Joachim,
I looked at the power of attorney your wife wrote. I'm afraid, it won't work as evidence. The only document casinos usually accept are signed documents from a bank clearly stating you are the owner (or at least co-owner) of the bank account. How much did you deposit using your wife's card? You should at least be able to get the deposit back.
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4 years ago
Translation
Hello, how much money I have deposited I do not know, I think 200 euros.
I had sent you my wife's and my bank statements.
because you can see where something has been deposited !!!! I rather suspected that because I now 1900 euros
on the player account that you do not want to pay the money !!!
Thanks for your help but as I see it nobody can help me or nobody wants to help me!
Three weeks ago, I was assured that the matter would continue to suffer at the higher level!
Of course no answer !! I will post the matter on the internet with at least other players
to be protected ! Punishing a mistake like this is out of order !! I wish you health!
and thank you for your effort
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4 years ago
Translation
Hi Joachim!
We took a look at your case. It looks like we have so far only sent documents from unregistered email addresses. This cannot be accepted. Please send us the PDF files and clear images, as requested, from your registered email address so that we can help you quickly.
The images already sent from the registered email address are also very blurry.
If you are unable to send clearer pictures, please ask someone for help as we need them in high quality
Best Regards
Dunder
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4 years ago
Translation
I have already written x times that my mail program from my email address hirschfe@web.de
cannot be sent because it does not accept large documents !! The documents I am going to
guru sent are also read !! Can't Guru forward my documents to Dunder?
Guru can also confirm that the documents are in order
Kindest Hirschfeld
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4 years ago
Hi Joachim and Dunder,
The problem with the scan is that it is a gigantic file of 200 MB. Normally, the size of these files is up to 10 MB. Joachim, I recommend you to make a scan of a regular size and resend it from your email address to the casino. I tried to resize it, but it didn't work. It is just too big.
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4 years ago
Translation
Hello, I have now sent each document individually from my email address !!
With the ID you can see who it is but the picture is so-so
Kindest Hirschfeld
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4 years ago
Translation
Hello Joachim!
We have received your new documents and replied to your email. Only another document of better quality is missing.
As soon as we have received this as requested, we can fully verify your account.
Sincerely yours
Dunder.com
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4 years ago
Translation
I sent the ID pictures again individually to dunder and hope that it works now.
the pictures were sent from my website and I could see them well!
Kindest Hirschfeld Joachim
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4 years ago
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now it was not right because the ID cards were scanned !!!
Now I have sent the pictures directly from my cell phone! Let's see what's wrong now
Kindest Hirschfeld Joachim
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4 years ago
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Thanks Peter for the help !!!! Everything is ok now!
Kindest Hirschfeld
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4 years ago
Hello Joachim,
I'm glad to hear that your issue got resolved. I will now mark it as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
