The player from Cyprus had waited for two weeks for the verification of his Neteller account with the casino. Despite multiple messages to the casino, he had kept receiving the same response to wait. His ID and address had been verified, but the casino had kept declining his Neteller account. After the player's complaint, the casino eventually verified his Neteller account and paid out his winnings. We had marked this complaint as 'resolved' in our system.
Syndicate Casino - Player's account verification is delayed.
Amount: €1,500
Syndicate Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I sent my verification before 2 weeks and my neteller account still pending , I sent them messages and all the time the same answers , wait until our department check it
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1 year ago
Dear Christakos48,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided 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,
Veronika
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1 year ago
Id is verify, my address is verify, but for neteller account I sent it but all the time they declined it , I sent my neteller account and they make 4-5 days to check it , yesterday they declined another one time and I sent a new one so I think I have to wait another 5 days to decline it again
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1 year ago
Dear Christakos48,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
