Onedun Casino - プレイヤーは入金の確認に苦労しています。

Hello,

I registered on Onedun and made a total of 5 deposits of 400 SEK each.

I started submitting documents and information to verify my account so I could make withdrawals. Everything was approved except for my deposits. I have submitted all the information I can get from my bank. It’s Sweden’s largest bank, so I assume they know what they’re doing.

I didn’t make any other deposits on any other site that day, so there can’t be any misunderstanding.

I submitted my bank statement along with all the deposits as separate PDF documents.

After 2 days, I get the same frustrating response from support. They explain very poorly what they are missing. It only feels like they are trying to delay the entire situation so they don’t have to pay out the winnings.

I am becoming really irritated and frustrated with their unclear responses.

How can a deposit via Mastercard, which goes through some external payment method before reaching Onedun, not show up correctly in my bank? I have only done what should be considered safe – a deposit with Mastercard.

regards

Andreas

Dear Andreasvalentino7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise if you provided any other documents except for the bank statement to verify your deposits?
• Have you provided all the required documents in the correct format following the casino's instructions?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Andreasvalentino7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.