Syndicate Casino - Player’s deposit has never been credited to his casino account.

Am 21.1. Zahlte ich auf dieser Seite 50 euro per klarna über mifinity ein. Das Geld wurde von meinem Bankkonto abgebucht, aber nicht auf meinem Casino Konto gutgeschrieben

Seitdem schlage ich mich mit dem Support herum, welcher mich ein ums andere mal vertröstet. Man wisse nicht wo das Geld ist und man würde sich den Fall mit "Hochdruck" anschauen. Echt wahnsinn, dass man 2 Monate lang 50 euro hinterher laufen muss. Keine Entschädigung für die Wartezeit, nichts. Ich warte immer noch auf eine Rückerstattung oder eine Gutschrift auf meinem Casino Konto.

Dear Wurstparade,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela 

Hello,

thanks for the reply. I have sent the relevant correspondance with the casino and the payment receipt to the mail you provided. It wasn't my first deposit in this casino. Other deposits worked fine.

Best regards,

Wurstparade

Thank you very much, Wurstparade, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello Wurstparade,

I'm Michal, and I have taken over your complaint. I have reviewed this case and can understand your frustration, but as my colleague, Petronela mentioned Syndicate Casino needs to investigate this. Quite often this is a lengthy process. In these cases, the casino has its hands tied. I will contact the casino to see if I can help.

We would like to invite Syndicate Casino to join the conversation.

Dear Syndicate Casino,

Can you please provide some information about the players missing deposit?

We would like to ask the 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 negatively affect its rating.

Dear Wurstparade,

Syndicate Casino has contacted me to extend the timer for them to investigate further. We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

Dear Michal,

We want to inform you that Wurstparade's deposit was compensated today. The resolution of the issue was delayed by the internal payment provider. On behalf of the casino team, we apologize for the inconvenience caused by this incident.

If you still have questions, please contact our support team. We are ready to help you with any issues!

Thank you for the response, Syndicate Casino.

Dear Wurstparade,

Did you successfully receive your deposit back? Can we consider the issue to be resolved?

Dear Wurstparade,

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.

Dear Wurstparade,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal