Casino Complaint Dunder casino close my friends account and keeps 2400 €.

[oslopoker]

Hi , here is the problem: they closed his account because he didnt send in the correct papers
During the verification progress within 30 days. He have contacted live chat and send emails
and send the copys of identity ,adress and so on . Me myself has been helping him and took and scanned every document for him like i have done for myself the last 12 years and and my accounts always been approved. So my question is: Are they allowed to close his account and keep his winnings, using the 30 days rule?
He have been in contact with Luke and all of the other working in their livechat every day since he tried his first withdrawals and we have also modified all the verification papers after their different demands.
what should he do?
Thank you on behalf of my friend.

 

[Geremino]

An account being closed does not mean that the winnings have been forfeited. Sounds more like a security feature to prevent abuse.

Are they still requesting documents of some kind and giving you the run around? Or have they rejected the current documents for specific reasons?

 

[oslopoker]

Rejected the documents they require . Every single one of them,stalling it . But we have modified every single document to meet there standards. Btw ,the account is put on hold,so the only way to reach them is by livechat.

 

[Geremino]

Rejected the documents they require . Every single one of them,stalling it . But we have modified every single document to meet there standards. Btw ,the account is put on hold,so the only way to reach them is by livechat.

What documents are we talking about, and did they give any specifics on why they were rejected?

Dunder is in the grey zone, but they are not untrustworthy. I'm going to give them the benefit of the doubt and assume there is something up with the documents being sent.

Edit: Also what on earth do you mean by "modifying documents"? If they are being edited or falsified they will of course be rejected.

 

[Kingks]

He means like if there not the correct file format, if flash is covering something, missing information or whatever silly request they ask for to delay

 

[oslopoker]

Thank you, Kingks.
Geremino,didnt you read above ? I have played atleast 12 years online. My record is clean.
I am just helping my buddy.
I asked for advice. I know my english is not perfect,but i do my best.
Besserwisser.

 

[Geremino]

Sure, but you haven't said anything about why they reject the documents. If what kingks is saying is accurate then you just outright need to send better documents.

 

[Playford7]

Thank you, Kingks.
Geremino,didnt you read above ? I have played atleast 12 years online. My record is clean.
I am just helping my buddy.
I asked for advice. I know my english is not perfect,but i do my best.
Besserwisser.

Your friend?

how long has this been happening?

also why not refer your ‘friend’ to a casino that pays no issues?

tell the mate to just close the acc, then they have to pay you.

 

[Casinofreak777]

Your friend?

how long has this been happening?

also why not refer your ‘friend’ to a casino that pays no issues?

tell the mate to just close the acc, then they have to pay you.

Yes, he writes that he is trying to help his friend, and where do you get it from that if you just close the account then they have to pay? Dunder has already closed the account.

Oslopoker, what do they say about the reason why the documents can not be approved?

 

[Playford7]

Yes, he writes that he is trying to help his friend, and where do you get it from that if you just close the account then they have to pay? Dunder has already closed the account.

Oslopoker, what do they say about the reason why the documents can not be approved?

Because they can’t just take your money should it of been deposited rightfully.

and if that’s the case, yes they have to let you your own money... where is anything confusing here?

 

[Casinofreak777]

Because they can’t just take your money should it of been deposited rightfully.

and if that’s the case, yes they have to let you your own money... where is anything confusing here?

Of course, he has the right to get his deposit back. The point was that there is a reason why they require documents, then it is not just as simple as closing the account every time you get problems with casinos and then you receive your winnings anyway.

 

[hhhelllo]

Dunder = casumo now

 

[oslopoker]

Case solved after one month or so. Suddenly the account was verified and he was able to withdraw then he was down
to 1800 € because of you all know why...there is only one thing left that makes no sense. He requested 3 withrawals a 600€. He received 2 of them in his muchbetter account (1200€) the third withdrawal has gone up in smoke?! It is gone ,how is that possible? Thank you all for your assistance !

 

[hhhelllo]

if they sent money like they should, muchbetter support will find it in 5 seconds

if they stole from you, they won’t

do not forget that casumo tried hard for people not to know they bought dunder

you have to send an email to muchbetter support and escalate the problem with them so they contact dunder and force them to pay you

i had a similar problem at rizk for a 10$ deposit being charged but no credited to my rizk account... after 20 emails with rizk not helping, muchbetter contacted them and i had my money in 5 minutes.... fun times for 10$ but it was a matter of principle...

 

[oslopoker]

Thank you for your advice.

 

[joedenly901]

You shouldn't get involved as casino don't talk to third parties. They may think the account belongs to you hence seizure of funds