Dunder - confiscated funds

Ruling

Resolved - Casumo Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casumo Casino Review.

Player's Complaint

Hello. There was such a situation with dunder.

I recently registered with them, and immediately asked in the chat if I could verify my account in advance before the first deposit.

I was denied, they said verification on request. okay.

I started making deposits and they asked for verification.

passport and address, everything is standard.

I sent the necessary documents and the most incomprehensible thing began.

they refuse to accept my passport.

this passport is our main Russian document.

They asked for an ID card, there are no ID cards in Russia.

they asked for a driver's license - I don't drive.

I sent them our main identity document, our national passport. Every Russian must have such a document.

I am not required to have a driver's license or an international passport.

It upset me very much, the dunder did not seem to understand that this passport is the main document. In addition, I specifically asked in the chat if I could go through verification in advance, I was refused. I tried to get them to answer what should I do. how could i know that they won't accept my passport ??? I was offered to withdraw money, but I will not be able to continue playing. It was a shame, I like dunder, but I had to agree, but what to do? I was worried, there was a lot of money on the account.

The operator in the live chat said that the money would be withdrawn to me. As a result, a letter came that my money was confiscated.

I do not understand such a policy. You cannot go through verification in advance. As a result, it is impossible for me to pass verification and my money will be confiscated. This is a sad and not fair decision on the part of the dunder.

it was as if I was driven into a trap, HOW COULD I KNOW THAT MY PASSPORT WON'T PASS VERIFICATION? this is not logical and not fair in relation to the Russian player.

I had 896 euros on my dunder account. deposit made 800 euros through ecopayz.

Please help me figure out this situation. I think this is not a logical and not a fair decision.

it was necessary to indicate in the rules that the Russian passport is not accepted. Why then accept players from Russia? Not everyone has a driver's license and an international passport.

Read the casino review

7 Responses

thepogg

June 23, 2021

Hi Granjik - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Granjik

July 15, 2021

Hello. almost a month passed. is there any information?

Granjik

August 12, 2021

can you comment on this? 2 months have passed

thepogg

August 15, 2021

Hi Granjik,

We'll revert to you once we have concluded our discussion with the operator.

Thanks,

ThePOGG

thepogg

August 31, 2021

Hi Granjik,

It is our understanding that your account has now been verified and your payment processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

thepogg

September 11, 2021

Hi Granjik,

Have you received your funds?

Thanks,

ThePOGG

thepogg

September 18, 2021

Hi Granjik,

If we haven't heard from you by Friday the 1st of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG