Syndicate Casino - Player hasn’t received a withdrawal.

I made a withdrawal from Syndicate casino on the 4th of December to my Visa Debit Card for $1500.15.

I am still waiting 8 weeks later for the mount to be deposited into my account.

I have made numerous withdrawals since this date with no issues at all.

I have provided my official bank statement for the period proving I did not recieve the amount.

The statement also shows the other amounts going through without issue.

The casino initially asked for my statement which I provided

After thatThe casino continually asks for a letter from my bank stating they have not recieved this payment under an ARN number to my account. My bank responded that the only proof the y can supply is th official statement which is classed as a legal document.

To date I have recieved no refund.

Dear WADE,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which withdrawal method you used? Was it the same one as previously?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

This was the first withdrwal I attempted. it was by credit card which normally dont go through in Australia.

All of my other withdrawals after that were Bank Local and with absolutely no issues.

Thank you very much Wade for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello WADE,

I looked at your complaint and will do my best to help you. I would like to invite Syndicate Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Wade and CasinoGuru team. 

We would like to inform you that we are ready to work on this issue till the final solution. Our payment provider informed us that they can do further investigations in case the user's bank provides us with the official confirmation that they received nothing with this ARN code. 

ARN (Acquirer Reference Number) - is a unique transaction number in the clearing exchange between banks (processing centers). It is the international proof of the successful transfer.

We would like to ask the user to go to the Claims Department of his Bank one more time. The best way is to apply personally by providing the ARN code. Not by correspondence or by telephone.

Based on the user’s correspondence with the bank, we assume that the bank manager just was not aware of the Direct Credit Transaction and the ARN code of the transaction. So, the user needs to seek help from a manager who is working specifically with cards.

In order to trace that type of transaction, the manager needs specifically the ARN code. Please note, that in case if the transaction has not taken place (user's bank ) we would not be able to provide the user with the ARN code. We can assure you that the money is in the user's Bank.

Since the transaction has been successfully paid from our end and accepted by the user’s bank, in order to initiate an investigation we must provide our operating company with the official letter of the user's Bank on the letterhead, clearly stating that the payment ( all details of payment including ARN code must be visible) is not currently received or cannot be credited to the card (card’s masked number) due to the ... reason.

We’ve requested those documents and are waiting for the user’s answer.

Best regards,

Syndicate casino

My bank cannot provide such a letter and will only provide an official statement as proof that no deposit for that amount has been made. I have contacted my bank manager.visa department and the fraud department asking for this letter. They cannot provide a letter and will only only provide the statement as proof. They have no record of the ARN quoted in their system or pending against my account. as the statements provided 3 times has shown. in fact the ARN number system was not known to them. They stated that no deposit to a credit card should take 8 weeks as this one has. What proof do we have other tan an ARN number which seems untraceable here in Australia can the payment provider give....maybe they would like to email their private bank statement halfway around the world to complete strangers as I have had to.

I have been a loyal customer to Syndicate and spent a considerable amount of money and have been lucky to win some great amounts also. I am disappointed that my bank statements are not being treated seriously. Every other withdrawal I have made from this Casino for that period appears on this official bank statement except this one we are in dispute about???!!!! Instead my integrity is being questioned against a payment provider that cannot cross check transactions against a clear,LEGAL official bank statement.

There seems to be every effort made to discredit my information given and total belief in the payment provider. 8 weeks nothing......at some stage Syndicate need to take control and show some customer service.....to date the same response for 8 weeks.....dissapointing

Dear Wade and CasinoGuru team. 

We would like to point out again that we are ready to work on this case and to assist with locating the user's withdrawal. We are oriented on solving this issue but without the letter from the user's bank, we won't be able to go to the next step. 

Could you please send a letter to the Claims Department of your bank and request a reply regarding the ARN number? They will have to process your request and provide an answer. Once you have a reply and send it to us, we will forward the bank's reply to the payment provider for further investigations.

Best regards,

Syndicate casino.

I have already communicated numerous times with you that the bank will not provide a letter on its letterhead about a transaction they have no reference of or that is not pending on my account. They will only provide statements as proof of transactions. They do not offer letters under any circumstance. I have now provided you again with my July -Dec plus my Jan 2021 official bank statements proving again that in the 8 weeks that have passed I have not received that payment. I also asked you for a list of all withdrawals on my account. I have cross checked them all with the statements I provided you and they all appear except for the first withdrawal of $1500.15 on 4/12/20. 8 weeks is plenty of time for a transaction to show up and it isn't there.

I have stated this numerous times and now provided further official evidence in my statements.......please pay me the money you owe me.

Please note I still believe the issue with this withdrawal was due to it being to credit card not bank local like all of my other withdrawals. It is my understanding from other sites that you cannot withdraw to a credit card in Australia only by Bank local......this is the problem I feel. Please allow me to withdraw it by Bank local

The bank does not recognise the ARN and have no record of it.

I also obtained the ARN from one of my other withdrawals that was successful and they cannot find it as a reference to that successful payment??????

Surely 8 weeks is long enough to take some ownership of the problem

Dear Casino,

please send me evidence that you have paid mentioned amount to the player to my email: viliam.v@casino.guru.

Dear Wade and CasinoGuru team. 

Unfortunately, we do not have any evidence other than the ARN number from the payment provider. It should be considered as official proof of the successful transaction. However, again, we want to ask Wade to send an email to the bank with a request to check the transaction with this ARN number. They will reply and if they confirm that they were not able to find a payment with provided ARN code, it could be a reason for a provider to do further investigations. We are still willing to solve this case, but we need assistance from Wade. 

Best regards,

Syndicate casino.

So no evidence other than the ARN that nobody has any knowledge of at my bank.

Evidence I have supplied ...

full official bank statements for the last 8 weeks dating back to July 2020. provided 3 times.

proof that all bank local withdrawals after the withdrawal in question (paid to credit card) have appeared on my account. None showing any reference to an ARN. Just no sign of this $1500.15.

Please give me my money that is owed

My bank will only supply official bank statements. This is what we have done.

They will not make any official reply on transactions they cannot reference to or find in their system. It doesn't exist

Please pay me the money you owe me

Dear Wade and CasinoGuru team,

From our side, the withdrawal request was successfully processed and sent to the user. We are referring to the official payment provider’s response and advice to find the transaction using the ARN code that was provided for checking from the user’s bank side. 

The existence of the ARN code for a certain transaction confirms that this transaction was also successful in the payment provider's system and has its own indicator.

We have transferred the bank statement to the payment provider, but for further investigation, an official letter from the bank is required. With this letter, the user’s bank should prove that they cannot find a certain transaction by the ARN code and it doesn't exist in their database.

We are doing our best to solve this issue, but without the official letter from the bank, the payment provider is not able to continue the investigation of this case.

Best regards,

Syndicate casino

My bank will not provide a letter under any circumstance but particularly they won't issue a letter about a transaction they have no record of AT ALL.

They have been consistent about this for 3 months. They continue to stay that bank statements are official legal documents and provide the necessary evidence to show that the transaction has not been received.

No transaction should take 3 months. Again I will stay as nobody seems to acknowledge it that the problem is that the withdrawal was to my Visa debit card linked to my account not directly to my account through bank local.

I deal with other online casinos and in Australia I cannot withdraw to my credit card only bank local. This is the problem I believe. it may have been paid by the payment provider but it has never arrived

Please pay me the money you owe me!!!!

Dear Casino,

once again I'm asking you to provide relevant evidence that you have sent winnings to the player. If you sent him the money you need to have any evidence about that transaction. Otherwise, I'll consider this as insufficient evidence and I'll close this case as unresolved.

and when it gets closed as unresolved who loses.......me

I cant believe they can do this

Dear Wade and CasinoGuru team,

As we told you before, unfortunately, we do not have any evidence other than the provided ARN number. We were trying to get more information from the payment provider but in vain. 

We do understand that Wade is not able for some reason to provide us with the official letter from the bank to do the further investigations though we received such letters from other banks earlier. 

As a client-oriented casino, we would like to offer an alternative solution. We are ready to compensate the withdrawal in the amount of 1500 AUD to the player's balance in his account. After that, Wade will be able to make a new withdrawal to a different payment method and we will consider this case as resolved in such case. If it is a suitable solution, we need confirmation from Wade and we will proceed with the compensation. Looking forward to your reply.

Best regards,

Syndicate casino

This suitable and appreciated.

Please reactivate my account so I can withdraw the funds by another method

Resolved

Dear WADE,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru