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Frequently asked questions

Top Questions

1. How do I deposit money to Dunder?

On your computer and tablet: Click on your balance in the top bar followed by Deposit. Select your desired deposit method on the left hand side and follow the instructions.

On your mobile phone: Tap the cash symbol in the menu at the bottom. Then select Deposit and follow the instructions.

If you're logged in at Dunder you can click here to go straight there.

Here's an overview of the payment methods we support. However, the payment methods may very depending on your location. Please go to the Deposit view to see which methods are available in your country.

Payment Method Fee Processing time Limits per deposit
Visa & MasterCard 2.50% Instant Min: €20 - Max: €5 000
Trustly Free of charge Instant Min: €20 - Max: €5 000
Skrill Free of charge Instant Min: €20 - Max: €5 000
Neteller Free of charge Instant Min: €20 - Max: €5 000
Euteller 2.50% Instant Min: €20 - Max: €1 000
EcoPayz Free of charge Instant Min: €20 - Max: €5 000
Paysafe Free of charge Instant Min: €20 - Max: €200

2. When do I get my money?

We always strive to process your withdrawals within 24 hours. Once processed, the money will reach you instantly with some of our methods, and with some it can take up to 3 banking days.

In the unlikely event that your money hasn't reached you 72 hours after you've received the withdrawal confirmation email from us, please get in touch with us and we'll solve it as quick as possible

Withdrawal method Fee Processing time Limit per withdrawal
Visa €2.50 1-3 banking days Min: €20 - Max: €5 000
Trustly Free of charge Instant / 1-3 banking days Min: €20 - Max: €5 000
Skrill €2.50 Instant Min: €20 - Max: €5 000
Neteller €2.50 Instant Min: €20 - Max: €5 000
Euteller €2.50 Instant Min: €20 - Max: €1 000
EcoPayz €2.50 Instant Min: €20 - Max: €5 000
Paysafe €2.50 Instant Min: €20 - Max: €200

3. What welcome bonus do I get at Dunder?

We offer our new players a great welcome bonus of up to €600 and 200 free spins!

1st deposit 100% deposit bonus up to €50 and 200 free spins in Starburst (20 every day for 10 days).
2nd deposit 50% up to €100.
3rd deposit 25% up to €150.
4th deposit 25% up to €300.

For more details, check out our Bonus Terms & Conditions

4. How do I create an account at Dunder?

Just click here and follow the instructions.

Deposits

1. How do I deposit money to Dunder?

On your computer and tablet: Click on your balance in the top bar followed by Deposit. Select your desired deposit method on the left hand side and follow the instructions.

On your mobile phone: Tap the cash symbol in the menu at the bottom. Then select Deposit and follow the instructions.

If you're logged in at Dunder you can click here to go straight there.

Here's an overview of the payment methods we support. However, the payment methods may very depending on your location. Please go to the Deposit view to see which methods are available in your country.

Payment Method Fee Processing time Limits per deposit
Visa & MasterCard 2.50% Instant Min: €20 - Max: €5 000
Trustly Free of charge Instant Min: €20 - Max: €5 000
Skrill Free of charge Instant Min: €20 - Max: €5 000
Neteller Free of charge Instant Min: €20 - Max: €5 000
Euteller 2.50% Instant Min: €20 - Max: €1 000
EcoPayz Free of charge Instant Min: €20 - Max: €5 000
Paysafe Free of charge Instant Min: €20 - Max: €200

2. I'm trying to make a deposit but it doesn't work

Make sure that all required fields are filled in correctly.

Make sure you have available funds on the card or account you're trying to use.

If you used a Visa or MasterCard, make sure you entered the right details during the verification process.

Check if your card or account have any restrictions or limits on online and/or international payments. Contact your card issuer for more information.

Try another web browser.

If none of these steps solved your problem, we're always here to assist you.

3. My deposit hasn’t been credited to my account. Where's my money?

In rare cases it can take a few minutes before your balance is updated. Wait a few minutes and try refreshing your browser. If you're still experiencing problems, get in touch with our support team. They'll be happy to help you solve your problem.

Withdrawals

1. How do I withdraw money from Dunder?

Just click here and follow the instructions.

2. How long does it take to receive my withdrawal?

We always strive to process your withdrawals within 24 hours. Once processed, the money will reach you instantly with some of our methods, and with some it can take up to 3 banking days.

In the unlikely event that your money hasn't reached you 72 hours after you've received the withdrawal confirmation email from us, please get in touch with us and we'll solve it as quick as possible.

Withdrawal method Fee Processing time Limit per withdrawal
Visa €2.50 1-3 banking days Min: €20 - Max: €5 000
Trustly Free of charge Instant / 1-3 banking days Min: €20 - Max: €5 000
Skrill €2.50 Instant Min: €20 - Max: €5 000
Neteller €2.50 Instant Min: €20 - Max: €5 000
Euteller €2.50 Instant Min: €20 - Max: €1 000
EcoPayz €2.50 Instant Min: €20 - Max: €5 000
Paysafe €2.50 Instant Min: €20 - Max: €200

3. I can't make a withdrawal, what's wrong?

Double check that the information provided is correct and that the amount you are trying to withdraw doesn’t exceed your real money balance. If the details are correct, try using a different web browser.

If you're still experiencing problems, get in touch with our support team. They'll be happy to help you solve your problem.

Customer support

1. How can I contact customer support?

Just click here. We're always here to assist you!

Bonuses and free spins

1. What is a bonus?

At Dunder we frequently give out bonuses to our players as a token of our appreciation. Most bonuses are connected to a deposit, but sometimes we also give away free money or free spins.

If you, for example receive a deposit bonus of 50% up to €50, it means that if you deposit €100, we'll give you €50 extra and you'll have a total balance of €150 to play for - €100 of which is real money and €50 of which is bonus money. You can withdraw your real money at any point, and your bonus money as soon as you have met the wagering requirements for the bonus.

You can read more about our bonuses under Terms & Conditions, and don't hesitate to contact us if you didn't find the information you were looking for.

2. What are free spins?

Free spins are a type of a bonus that gives you an amount of free rounds on one or more specific games. What you win during the free spins will be given to you as bonus money with a wagering requirement before they can be withdrawn.

3. How do I get bonuses and free spins at Dunder?

At Dunder we love bonuses, and will frequently offer them to you. As soon as you have a new bonus available you'll find it on My Dunder. Usually we'll also let you know via email or SMS.

However, we always want you to be able to chose if you want a bonus or not, so in order to get it you must claim it on either My Dunder or at the Deposit page.

4. How does the wagering requirement work?

If you have been given a bonus you must first wager it before you can withdraw your bonus money. You can withdraw your real money at any point, but if you do so before you have met the wagering requirements you will forfeit your bonus money.

The following wagering requirements apply to our bonuses:

Bonus money has a wagering requirement of 25 times the sum of the received bonus plus the deposit amount.

Winnings from free spins has a wagering requirement of 25 times.

Different games contributes a different percentage towards the wagering requirements:

- Slots and other games - 100% (except the ones listed as 0% below)
- All table games - 10%
- Video pokers, 1429 Uncharted Seas, Blood Suckers, Kings of Chicago, Retro Reels - Extreme Heat, Simsalabim - 0%

The wagering requirement can sometimes vary for different bonuses, and we'll always be transparent and inform you about the bonus conditions.

5. How and when are bonus or real money used?

6. Where can I find out how much I have left to wager of my bonus?

On your computer and tablet: Click on your balance in the top menu and hover over the progress bar to keep see your progress.

On your mobile phone: Tap the cash symbol in the menu to see your progress.

How to Play?

1. What games can I play at Dunder?

We have gathered over 1000 casino games from all the leading game studios. You'll find all the latest slots, black jack, roulette, baccarat and live casino games, and of course the biggest jackpots online. Go to Games to browse our games selection.

2. I can't find a game I'm looking for, what's wrong?

If you can’t find a certain casino game it can either only be available on desktop or only on mobile (certain games are not supported on all devices). Some game providers also operate under different jurisdictions and might restrict their games in your country.

3. What are categories?

We've made it easier for you to discover new games by categorising our entire games library. Whether you like big jackpots, sticky wilds, egyptian themes or black jack, we've created a category for that to help you find new games similar to the ones you already love. Browse our categories here.

4. Do I have to download anything to be able to play?

No, you do not! All you have to do is launch Dunder in your web browser on your PC, Mac, smartphone or tablet.

Account

1. How do I get an account with Dunder?

Just click here and follow the instructions.

2. I can't create an account, what's wrong?

Make sure all details are filled out correctly. If any field is filled out incorrectly or left empty, you will see a red cross and a tooltip next to it explaining what went wrong.
If you get an error message saying that the email address or mobile number you provided is in use, it means that you already have an account with us.

If you've forgotten your password, click here to receive instructions on how to reset it.

If none of the above solves the problem, try a different web browser or contact us. We'll be happy to help!

3. I can't login to my account, what's wrong?

Make sure you're trying to log in with the same email address as you registrered your Dunder account with.

If you have forgotten your password, just click here and follow the instructions.
If your account has been locked due to too many failed login attempts you have to contact customer support to unlock it.

4. I have forgotten my password, how can I get a new one?

Just click here and follow the instructions.

5. What's my username?

Your email address is your username at Dunder.

6. Where can I see and edit my account details?

Make sure you're logged in to Dunder, then click on settings.

7. How do I verify my account?

Every Dunder player needs to be fully verified at some stage. You will receive an email with instructions from us when it’s time to verify your account.

If you want to verify your account in advance you can email the documents listed below to [email protected]

These documents are needed to verify your identity, residency and the payment methods you used. Once received, we'll review your documents and verify your account as fast as we can.

We might ask you to send us some or all of the following documents:

ID verification
A scanned image, or photo of your Passport, ID card or Driver's License. The document must be valid and display the expiration date.

Address verification
A scanned image, PDF or photo of either a utility bill, bank or credit card statement or birth certificate. The document can’t be older than 3 months and must contain your full name and address, date of issue and a logo or clear name of the sender. The entire document must be visible (all four corners).

Bank statement (if you have used bank transfer to make a deposit or have made a withdrawal to your bank account)
A screenshot or image from your online bank or a bank statement showing the deposit(s) to Dunder. The account number and your full name must be clearly visible. Transactions unrelated to Dunder can be covered or blurred.

Credit card (if previously used)
A scanned image or photo of the front and back of the card(s) used to deposit to Dunder. You can cover or blur all numbers except the first 6 and the last 4. You can also cover or blur the CVV/CVC on the back. All four corners on the card must be visible.

Neteller/Skrill/EcoPayz (if previously used)
A screenshot or image of your account containing your full name and your account number/email.

8. Why do I have to verify my account?

The verification procedures are needed to protect both you and us from fraud, money laundering and identity theft.

This is a standardised and regulated procedure that any genuine gaming operator licensed by the Maltese Gaming Authority in EU has to comply with.

All documents you send to us are stored in a safe environment and are only accessible by authorised personnel. Your documents and information will never be shared with a third party.

9. Can I change the currency on my account?

Unfortunately it's currently not possible to change the currency on your account.

Safety and security

1. Where is Dunder licensed?

Dunder is operated by MT Secure Trade. MT Secure Trade is licenced by the Malta Gaming Authority (MGA), Curacao and the Gambling Commission of Great Britain.

2. Is it safe to deposit to Dunder?

Deposited funds are kept in a separate bank account at all times, completely isolated from those of the company and of other customers. The Maltese Gaming Authority verifies that we cover all players' account balances on a regular basis.

3. Are my personal details and activity secure at Dunder?

Yes, when you are logged in at Dunder, all communication between the web browser and Dunder.com is encrypted to ensure that your personal data and activity is kept private.

4. Someone has said that they represent Dunder and asked me to share my password in order to help me, is it safe to do that?

Never share your Dunder password. Dunder representatives will never ask you for your password.

5. How can I be sure that games are fair and random?

All of our games are built on certified random number generators that are approved and certified by independent third parties. This means that every time you play, for either real money or for fun, you’ll always get a fair casino experience.

Technical questions

1. Why are games running slow or lagging?

Make sure you have the latest software updates, like your web browser, java and flash. Also double check that your internet connection isn’t the problem or if you are running any application that drains your bandwidth.

Some games are heavy on graphics and may require more resources from your computer. Try closing other running applications that might utilise memory or CPU power. You can also restart your computer or device to free up memory and increase your computer or device's performance.

2. Why doesn't the game start?

You may have lost the connection to the game server. Try to reload the game and see if it works. If your problem persists, try restarting your browser or open the game in a different browser. In some cases the game servers can be down for maintenance, but that usually only lasts for a few minutes.

To be able to play you need to have Java and Flash installed, please make sure your computer runs the latest versions.

Please contact us if you still experience any problems.

3. What happens if a game gets stuck in the middle of a round?

Every spin you make is stored in a database. If something unforseen would happen to your game round, like getting stuck, you will end up where you left off next time you open the game. In some cases the round will be completed on the server even and any winnings will be paid out as usual.

If you feel something is wrong please contact us and tell us what happened.

Responsible Gaming

1. How can I get help with my gambling?

At Dunder you can get help with setting wager/loss/time limits for specific time periods. We can also help you close your account. Visit Play Sensibly to find out more about how we can help you or how you should proceed if you need professional help.

Dunder is a registered trademark. Copyright © 2017 Dunder Limited.

Dunder.com is operated by MT SecureTrade Limited, a company incorporated under the laws of Malta with registration number C56545 and registered address at GB Buildings, Penthouse, Watar Street, Ta’ Xbiex XBX 1301, Malta. MT SecureTrade Limited is licensed and regulated by the Malta Gaming Authority under the licences: MGA/CL1/954/2014 (issued on 19 May 2014) and MGA/CL1/955/2014 (issued on 19 May 2014). MT SecureTrade is also licensed and regulated by the UK Gambling Commission under the licence: 039575-R-319439-002 (issued on 13 August 2015).

If you want to get in touch with us, drop us an email at help(at)dunder.com.