I signed up with Dunder in October 2016 with my bank issued Visa debit card. I made several deposits but was unlucky to win.
I then didn't play at Dunder again until December 2016. I made some deposits with my new bank (same account) card which superceded the original card I used to sign up.
I deposited a fair amount around £2.5k over December. Luckily I was also winning and was making withdrawals to the same deposit method. First three withdrawals of £920, £200 & £150 were succesfull.
I then attempted a withdrawal for £903 and received an email from Dunder stating it was time to verify my account. Fair enough as I have been through this process a few times.
Dunder requested a front and back copy of the bank card I used. I then sent over the requested copies.
I then received a email asking to send in a copy of the card I had used when I originally signed up with in October 2016.
I informed Dunder in an email that as per my bank's instructions I had destroyed the original bank card and had funded my account since the beginning of December with the card my bank had issued to replace the card they are asking me to verify.
While waiting on a response, I voluntarily sent Dunder a copy of:
Bank Statement
Passport
Selfie of myself holding my passport
I then recieved an email stating that they needed to see the original card that I had signed up for. I again explained that it was destroyed at my bank's request in late October 2016 when my new card was issued.
Then I remembered that I had to verify the original card with another casino back in July so checked my email sent folder and found pics of the original card, so I sent it on to Dunder and explained it was an old pic of the old card.
Dunder replied that the first 6 numbers on card were not visible (last 4 numbers were) and requested I make another copy, with the required numbers visible. I again explained it was an old pic of a now destroyed card which I obviously no longer had.
Dunder then told me that even though I have supplied them with back and front copies of the card I had used to fund my account, a copy of my passport, a copy of my bank statement and a selfie holding my passport they were still unable to verify my account!
Again, I explained this was impossible as it was last used in October and had been destroyed as per my bank's request as my new card superceded it.
Dunder then advised that they needed confirmation that the original card used to sign up in October 2016 was no longer active.
I went to my bank branch and explained the situation. The bank manager issued a signed letter complete with branch stamp confirming the original card is no longer active. I then sent the signed and stamped bank letter to Dunder's verification department twice but have yet to receive a reply or notice that my account has been verified.
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