Dunder Casino - The player struggles to verify her account.

Good afternoon, I'm writing this letter to make a complaint against the services of Dunder casino.

I took part in one of their promotions on April 4th, fully wagered the bonus and my cash balance was €1117.35. I made a withdrawal and got a documents request. I sent my documents, but they kept being rejected. I contacted live chat agents since then and all the reasons for rejections were silly, such as a QR-code on a document that looks suspicious, my personal transactions covered and so on. I sent them many different documents and seemed that they approved my proof of address. After that they requested a selfie, which I sent them right away. But now they requested a proof of deposit to their site. I sent them a bank statement with deposits to their site and they told me that it has what they need, but claimed that it wasn't in proper PDF form although the document I sent was in regular PDF format, so I am not really sure what they meant by ''proper''. I have a feeling like they are just requesting the documents over and over again, making silly excuses why they don't accept the documents to exhaust me to the extent that I just give up on this case, but that's not an option for me.

I don't understand what's the issue, as I didn't change a withdrawal method and want to withdraw back to the card I deposited with. I am in a constant contact with their live chat. It's been more than 2 months now and hey still didn't pay my funds back, despite the fact that I've sent them many different documents.

Thank you in advance.

Regards,

Lynda O M*****

Hello lyndaomahony,

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

Could you please advise when was the last time the casino requested a new document from you? Can you please specify which documents are already verified and which are still demanded by the casino? Did you forward them everything they requested so far?

Looking forward to your answer.

Regards,

Nick

Hello,

Thank you for your quick response to my query. The last time they requested documents from me was 1 week ago. They requested a proof of deposit. I sent them that but they requested the same document yesterday again.

I have already sent them proof of address, passport and selfie with passport, which were already approved. But to prove my address I had to send 4 different documents. And they don't want to accept my proof of deposit because it is not a "proper" PDF as they claim. But I got it straight from my bank account. I sent them all the documents I have available. There's nothing else I have that wasn't sent.

Regards,

Lynda O M****

Hello lyndaomahony,

If the last document requested happen last week, I would wait until the end of this week. If there will be now update until then, we will definitely try to intervene.

Regards

Hello,

after they requested a proof of deposit I sent it right away but they told me that it wasn't a proper PDF and requested the same document again. But the one I sent them was taken directly from my app I used for depositing at their site, and there is no other way of making it more proper than it is already. So they are waiting for a document they already rejected...

Regards,

Lynda O M*****

Hello lyndaomahony,

If the document was rejected, I would probably try to contact your payment provider to receive the document which the casino requested.

Hello Nick,

The document which was rejected is the document which provider offers. That's the PDF that shows deposits made to Dunder casino just like they asked. The payment provider will most likely tell me that either I have a function in my app to download the document myself, or they'll send me the same statement I have as this is where deposits to Dunder are shown. So it doesn't make any sense to ask my provider to give me the document I already have.

Regards,

Lynda O M******

Thank you lyndaomahony for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nick,

Thank you. Will be waiting for an update.

Regards,

Lynda O ******

Hello Lynda,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you to please forward a copy of the pdf in question to my e-mail (adam.m@casino.guru) so I can take a look?

We would like to invite Dunder Casino to join the conversation and participate in the resolution of this complaint.

Dear Dunder Casino,

Can you please explain specifically what is needed for the player to complete the verification?

Kind regards,

Adam

Hello Adam,

I forwarded my PDF file for you to review it

Regards,

Lynda O ******

Hello Lynda,

All received, thank you.

We will await a response from the casino.

Kind regards,

Adam

Hello Adam,

Looking forward for the solution.

Regards,

Lynda O ******

Dear Lynda,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Dunder Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hello Adam,

There's still no development.

I will contact Dunder casino today and ask them to attend to this complaint.

Regards,

Lynda O Mahony

Dear Adam,

I contacted Dunder casino again today, told them about this case but they keep telling that they haven't received any emails about my complaint from you.

Regards,

Lynda O ******

Hello Lynda,

I have sent multiple e-mails and also tried to contact the casino via Skype but had no response. I have since spoken to the casino support (a different team) via live chat and they have stated that the relevant team will get in touch with me shortly.

Kind regards,

Adam

Hello Adam,

Thanks for your cooperation.

Regards,

Lynda O ******

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Adam,

Here's the email address where Dunder casino wants to contact them about any complaints help@dunder.com

Regards,

Lynda O *******

Hello Lynda,

Thank you for providing this. I will send an e-mail to this address also and let you know when I get a response.

Kind regards,

Adam

Hello Lynda,

I have still had no response from the casino. I will attempt to contact them one more time.

We would like to ask Dunder Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Lynda,

I have still had no success in contacting the casino via e-mail. However, I have now been able to reach the casino via Skype and I am awaiting a further response.

Kind regards,

Adam

Hello Adam,

Thank you for your time, that is highly appreciated. Hope you manage to reach them.

Regards,

Lynda O Mahony

Hi there lyndamahony,

Apologies for the wait in our response.

I'm sorry to hear you're experiencing some issues with the completion of your verification. This can be a tedious process, but rest assured I'll be happy to assist in getting this sorted out for you as soon as possible.

To do this, can you please email help@dunder.com from the email address associated with your account as I'm unable to discuss account details to due GDPR restrictions.

Please request the attention of Jay in the email subject or body so I can look into this for you and get back to you promptly.

Many thanks and hope to hear from you soon.

Kind regards,

Jay

The Dunder Team

Thank you for your response, Jay and The Dunder Team.

Dear Lynda,

Please keep us updated on any developments, I hope your issue will be resolved shortly.

Kind regards,

Adam

Hello,

I have contacted this email several times, will try again, maybe this time they are more helpful.

Thanks Adam!

Lynda O ******

Hello Adam,

In our private email correspondence with Jay and Dunder team they requested my full bank statement for April. I sent it and my account was verified. I received my withdrawal and the case is resolved now.

Thanks a lot to you and Casino Guru.

Lynda O ******

Dear Lynda,

I am very happy to hear that your issue has been resolved and you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam