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Hi I have made deposits using my credit card, my account is fully verified and played through the wagering then tried to withdraw

My withdrawal was rejected saying the withdrawal must be requested to same bank account deposit was used for. The bank account I was withdrawing to was under my name in a different bank.

My credit card does not have a bank account attached (no credit cards in my country are attached to a credit card, they are completely separate), which is now stopping me from withdrawing.

I have talked to live chat and they have just repeated the message in email, no further help, have also sent through an email

Dear tenderloin18,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Just an update

• My Dundee slots account was verified 26 January
• Request was also made 26 January
• I have contacted my bank and opened a bank account under the same account as the credit card and have attempted another withdrawal 27th January

Hi I’m not sure if this is a delayed payment, is it possible to get help sooner?

I am now stuck as they are insisting there is a bank account and bsb attached to the credit card and I need to use this to withdraw

I have also requested if it’s possible to get a withdrawal method that allows me to pay the credit card directly as bank transfer will not work directly to the credit card

I have also called my bank and confirmed the only options to pay the credit card are direct debit, bpay or in person, have forwarded all this information to their support

Dear tenderloin18,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no it is still pending

the amount has been updated to $1750,

I am going to upload my latest credit statement today which will have 10 Jan to 10 Feb transactions, but this is already similar to the transaction history I uploaded earlier

Just contacted my bank for statement, the credit card statement will be ready in 12hours or so and I will forward to Dundee team, is there anything else I should be doing while waiting?

Thanks

Credit card statement showing the deposit linked to the winnings has been uploaded now and I have responded to the original support ticket, can I get some help to confirm this is all they need now to proceed with withdrawal. The withdrawal request has been made for the amount of $1700.45 AUD

Hello all documents have been uploaded from my end.

The two credit cards used to deposit, both statements with transactions relating to the deposits are in my profile verification uploaded.

I am waiting to hear back but if I could get some help here than would be great, closing in to 3 weeks attempting to withdraw

Got an email saying document was not approved please show bank statement showing account holder name

this is the correct statement, I input $50 AUD Apple Pay charged me in EUR and it converted to AUD in the statement

it seems the person looking at file verification is different to the one I’m talking to in the emails as they did the same to the other bank card but chat support in email approved it

please let me know if you need me to upload anything here

Further update the withdrawal was cancelled citing same thing, ‘Withdrawal must be made using same bank account used to deposit’.

Again I have used a credit card to deposit twice, so the support is telling me it’s impossible to withdraw?

Attached email with message with another withdrawal attempt cancelled after explaining the situation.

balance currently in my account waiting for help

Further communication attached below

• They are still insisting there is a bank account attached to my credit card which is not correct
• They said they may allow me to withdraw to the other bank account that's associated to my other card, but now are saying it has to be the first one

Reply from spport:

Please note the bank account that was used for the deposit associated with your winnings is {credit card 2 used in deposit 3rd/4rth deposit}, not {credit card 1 used in 1st/2nd deposit}. You need to use the bank account that was used for deposit for your withdrawal. Please redo your withdrawal request. 

Should you need further assistance please let us know.

My response:

- {credit card 2 used in deposit 3rd/4rth deposit} is a credit card - There is no bank account to withdraw to, I used Apple Pay to deposit with this credit card, the card has a limit and a balance owing that is paid off each month, it is not a bank account, there is no way to deposit money into it via bank transfer

- You have stated 'We may approve withdrawal to the bank account linked to a card ending in {credit card 1 used in 1st/2nd deposit}, but you will need to provide a bank statement for this card with your name, account number,BSB and deposit to our casino visible.' - which I have now provided and it has been verified

- I have input the bank account that is under the same account holder as the card ending in {credit card 1 used in 1st/2nd deposit} as stated you may approve into that bank account after verifying the statement which has now happened

Also reading all the terms and conditions https://www.dundeeslots.com/en-AU/terms-and-conditions I do not see anywhere saying the withdrawal method needs to be the same as the deposit method. I am using the withdrawal methods available to my account and region which is bank deposit. I have also complied with 'You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name.' 

Both credit cards are under my name and the bank account I am withdrawing to is also under my name, I have provided statement for that bank account which has not been accepted as I did not deposit with it

Thank you tenderloin18 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello I’m not sure if you guys have contacted the casino or not but after my last email to support as above the withdrawal was approved and money now in my account.

I withdrew to the bank account that is not linked to the credit card as I initially intended back in January

If it was due to your the CG team or maybe someone from support finally understand, thank you for good outcome

we can mark this complaint as resolved

Hello tenderloin18,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I'm glad the casino team finally processed your withdrawal. The casino team did receive a notification from us once there was a complaint submitted, so this might have encouraged them to review your case in more detail, but sometimes it is just a matter of the "right" casino team member reviewing the situation and taking the appropriate steps. So I won't be taking credit for something I have not directly done.

Anyway, I'm glad that you received your winnings now. I trust that the issues regarding your credit cards and withdrawals have been resolved, and I hope you do not encounter similar challenges in the future.

Can I proceed to close this as resolved, or do you require assistance with anything else?

Hi no more help needed happy to close thanks

Hello tenderloin18,

Thank you for your confirmation.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Michal

Casino Guru