Syndicate Casino - Player's account has been closed, and winnings confiscated.

Recently I signed up to gamble at the Syndicate Casino site, I didn't expect to win and only play for fun. As it turned out I had some luck for the very first time in my life and won 5 thousand dollars. I immediately requested to withdraw the maximum amount of $4000 and then continued to play with the other $1000 and eventually won even more money. I actually won just over $13000 and requested to withdraw $12000 in three lots of $4000 with is their limit. After submitting the verification details they wanted from me, I waited for the money to be transferred into my bank account for the 48 hrs it's meant to take. They actually refused my verification and denied my withdrawal, after contacting them by email to complain about their handling of my request for withdrawal, they told me my account was permanently blocked and the $13000 was confiscated. I provided all the identification details proving my ID yet I still wasn't paid and leaving me with no way of getting my winnings. It was extremely exciting for my partner and I because we have never won such a large amount of money, only to have all that money taken from us and not being able to do anything about it. You can just imagine how we felt and still feel about the whole situation. I know I'm never going to see that $13000 ever again, especially not in my bank account. Making a complaint against the Syndicate Casino site and leaving bad reviews about my experience letting others know about it wherever possible, is all I can really do, in the hope nobody else is treated the same way as I was.

Dear Intheshadows23,

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 which documents you provided?
• Did you provide all the required documents as soon as possible and in the correct format?

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

Hi Kristina, I supplied all the information requested for verification. My Driver's Licence, a current utility bill, bank account details and Australian Birth Certificate to prove my identity.

I'm not expecting to get the money back I had won in all honesty, your help with my complaint is very much appreciated so thank you for time.

Thank you very much for your reply, Intheshadows23. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Intheshadows23,

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.