Syndicate Casino - Player has been accused of opening multiple accounts.

Syndicate casino ignored to pay out by saying I have a duplicate account, and refused to give me a solution to get back my money

Dear Choon,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We will contact the casino and ask for supporting evidence, but, before we do so, please could you confirm that you have a pending withdrawal and clarify if you have activated any welcome bonus in your account? Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Petronela

I don't have a pending withdrawal shown due to the syndicate casino block me for log back into my account

Thank you very much Choon for providing all the necessary information. I will transfer now your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Choon,

I´'m taking over this complaint. I will contact the casino and see what its standpoint is.

We would like to ask the Syndicate Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Hello!

In case of violation, unfortunately, we cannot offer a refund as you did agree with the terms and conditions upon registration.

It's strictly forbidden to have multiple accounts by terms (3.1.2 topic), as they cannot be recognized due to security purposes. It is a hard and serious violation and this is the reason we decided to block your account.

Hello, I would like to ask the Syndicate Casino to provide relevant evidence confirming the player opened multiple accounts. You can send it directly to my email address (peter.m@casino.guru). Sensitive information can be blurred, thank you. 

Hello

Unfortunately, we do not share any admin data with third parties. Such information can be shared only with licensing authorities.

Thank you for understanding.

Hi Syndicate Casino Team,

We don't require personal data, all sensitive information can be blurred out. You can even send the evidence directly to my email address (peter.m@casino.guru). If needed, we can provide a Power of Attorney signed by the player. 

Hello 

 According to our policy, we do not send any data to the third parties but licensed authorities. We have all the proves and act according to Terms and Condition. 

Thank you for understanding 

Hi Choon,

I'm afraid, there is not much I can do now to help. The casino claims you have multiple accounts but failed to provide any proof. We don't have the authority to force casinos to pay winnings to players. As a last resort, you could submit a complaint to the Antillephone Gaming Authority (complaints@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know if they replied (peter.m@casino.guru). The only thing I can do is to mark the complaint as unresolved. This will affect the overall rating of the casino. I understand, this isn't a satisfactory solution to your issue. However, the decrease of rating caused by unresolved complaints could change the casino's approach. I really wish I was of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. The casino eventually provided relevant evidence suggesting that the player actually did open multiple accounts in the casino and therefore his complaint will be rejected.