Syndicate Casino - Pelaajan kotiutuspyyntö peruutetaan.

They continue to decline my documents after provided exactly what they asked for. Therefore they wont allow my account to be verified and cancel my withdraw request.

I cannot provide a physical card I used to deposit as it is virtual only, I can ot provide photo of precious card as that was virtual and closed account now. I provided bank statement with details but I redacted my transactions and they are accusing me of changing the document and wont verify. Never had these issues anywhere else

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which of your documents were declined by the casino during the KYC verification process?
• Do you have any official documents or confirmations that would prove your ownership of the virtual cards used for depositing funds into this casino?
• How many deposits did you make using these virtual cards?
• Have you made any deposits using other payment methods as well?

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

Best regards

Veronika

Hello

They declined the neosurf voucher document to prove my last deposit.

They declined a screenshot of proof of deposit from the virtual card

They declined a bank statement which shows my bank account and card number due to me removing the transaction details from the 24 page statement.

They declined a screenshot of my virtual card showing the details on this

I made 1 deposit with a different card (no longer available account closed)

3 deposits with virtual card

3 via neosurf vouchers.

Please forward me the documents that have been declined by the casino during the KYC process at veronika.f@casino.guru. If you have received any explanation from the casino regarding why the submitted documents could not be approved, please forward that information as well, including any relevant emails or messages from the casino.

Thank you for your patience and cooperation.

Dear Kymahood,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru