Syndicate Casino - Player’s struggling to complete account verification.

Hallo ich habe mich bei dem casino auf 200 Euro hochgespielt nach 4 wöchigen Versuchen meine Auszahlung zu bekommen (Dokumente wurden andauernt abgelehnt ohne Rechtfertigung. Ich soll mich beim live Support melden die sagen mir warum....

Im Endeffekt war es so das sie jedes Mal etwas anderes wollten und das auch andauernd abgelehnt wurde)

Daher habe ich einen Fehler gemacht und habe sie per e Mail beschimpft.

Seitdem ist mein Konto gesperrt ich habe aber noch 200 3uro Echtgeld darauf

Dear spielehut,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Dear spielehut,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Skrill Dokumente habe ich Ihnen bereits geschickt und die Einzahlung per Kontoauszug auch.

Thank you very much, spielehut, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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 spielehut,

I have reviewed your case and will now try to contact the casino to see if I can help.

We would like to invite Syndicate Casino to participate in the resolution of this complaint.

Syndicate Casino, could you please provide further information regarding the status of the player's account/verification?

Thank you for the information spielehut.

The casino has stated that they will not approve your request to reopen your account as they are a responsible gambling site and they respect the choices of their players.

Can I ask, have you requested that your account be blocked at any point?

Eigentlich nicht ein Limit habe ich unabsichtlich eingestellt. Dieses Casino ist das einzige und Casino das mich 4 Wochen lange verarscht( 20 Dokumente hochgeladen) hat und immer wieder meine Dokumente abgelehnt hat. (ihr Dokument wurde abgelehnt bitte schreiben sie den live Support der wird ihnen den Grund nennen... Jedes mal haben sie mir im live Chat ein anderes Dokument gesagt was ich hochladen soll, darauf hin habe ich geschrieben dieses Dokument wurde bereits hochgeladen und bestätigt warum soll ich das nochmal hochladen... Ganz oft nach 50 min noch immer keine Antwort). Ich habe schon bei 3tlichen casinos ausbezahlt aber so etwas habe ich noch nie erlebt. Ich habe alle Anforderungen erfüllt habe im live chat 100 mal nachgefragt ob das Dokument jetzt in Ordnung ist. Ja wahr die Antwort. 3 Tage später ihr Dokument wurde abgelehnt bitte beim live Support melden.

Das habe ich 4 Wochen mitgemacht danach habe ich eine nicht so schöne e Mail zurückgeschrieben (mein Fehler) daraufhin wurde mein Konto gesperrt.

Jetzt sind noch 200 Euro circa drauf und die möchte ich ausbezahlen.

Dear spielehut,

I appreciate your frustration, we are still awaiting a response from the casino.

Can I ask you to explain what you mean when you say that you "unintentionally set a limit"? What kind of limit was it?

In order for us to be able to help you, it is important we have all information relevant to your case.

Hallo

Als ich mich wieder mal eingeloggt habe um zu schauen warum diesmal meine Dokument schon wieder abgelehnt wurden. Bin ich auf die seite mit den limits gekommen und da muss ich irgendwo drauf gekommen sein danach war mein Konto gesperrt.

Hello spielehut,

If you have unintentionally set a self-exclusion limit on your account, I am afraid that will most likely be irreversible. Self-exclusion is designed to prevent players with gambling problems from further access to the casino, and it would not serve its purpose if it could easily be retracted.

That being said, even if that is the case we still believe you should be allowed to complete KYC verification and withdraw your balance.

Das Problem war damals das ich mich nicht mal mehr einloggen konnte und daher keinen Zugriff mehr auf das Echtgeld auf meinem Konto hatte.

Soll ich hier die geforderten dokumente hochladen?

Hello spielehut,

Your documents for verification will need to be uploaded to the casino. For the time being, we should wait for them to respond to this complaint.

Das Casino reagiert komplett spät auf alles 🙂

Bin gespannt was dieses mal kommt.

Wenn ihr wollt lade ich alle screenshots von den chat verleufen hoch dann haben wir alle was zu lachen

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Danke

Hello spielehut,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear spielehut,

The casino has contacted me and stated that there is still an opportunity to process your withdrawal request. You previously supplied Skrill screenshots to the casino but didn't include a screenshot showing the deposits made to the casino. I appreciate it has been a long time, but are you able to provide this?

Kind regards,

Adam

Hallo ich habe den Casino meine kompletten Einzahlungen von dem Jahr 2021 gesendet alle Transaktionen von skrill und es reicht noch immer nicht was soll ich den noch hochladen das ist mir einfach zuviel die sollen mein Geld behalten und fertig

Mit freundlichen Grüßen

Hello spielehut,

Can you please clarify if you wish us to stop pursuing the matter? Please let us know and we will close the complaint accordingly.

Kind regards,

Adam

Wie gesagt ich hätte schon gern mein Geld aber eine PDF Datei mit allen Transaktion von einem Jahr reichen angeblich nicht das verstehe ich nicht ich habe zwar mit skrill einbezahlt aber das Datum stimmt nicht überein .ich kann mir das nicht erklären

Soll ich die PDF Datei senden?

Hello spielehut,

Certainly, please send the file to adam.m@casino.guru so we can review it.

Kind regards,

Adam

Ich habe die Daten an die Email Adresse die ich auf Gmail habe zurück geschrieben

Dear spielehut,

Please, upload Skrill screenshot, showing your email, name and deposit to our site on one screenshot. You are still able to go through verification. After successful verification, your withdrawal request will be processed. Unfortunately, you've uploaded skrill screenshots with your wallet details only with no deposit to our casino shown It also possible to show the screenshot of the exact deposit with your email shown. In the attachment to this response, we provide an example of what screenshot might be accepted. If you cannot find the exact deposit, you've deposited with Skrill 2021-09-24 the amount of 60 EUR.

Bei mir in der Wallet steht nirgendwo der Betrag mit dem dazugehörigen Datum das ist eben so komisch

Dear spielehut,

There should not be a deposit for this particular day. This must be any deposit to us at the casino that you made using the Skrill payment method. We indicated a deposit of 60 euros just for the sake of example, to make it easier for you to provide the proof of payment

Hello spielehut,

I have received the transaction history you have provided and there do not appear to be any transactions for the date in question.

Dear Syndicate Casino,

Are you able to provide a transaction ID?

Kind regards,

Adam

Dear Adam,

It will take some time for the provider to confirm the transaction ID. Thank you in advance for waiting

Thank you for your response Syndicate Casino,

We will await further information regarding this.

Kind regards,

Adam

Dear All,

The Skrill reference for the transaction from 2021-09-24 60 EUR is - 3897312392

Please kindly check from your side. Our responsible department also approved that this transaction was not indicated in the statements provided by the user.

Das heißt ?

Was soll ich jetzt hochladen?

Dear spielehut,

It seems from your Skrill history that the stated transaction is not listed, do you have any idea why? Could the transaction have come from a different wallet?

Kind regards,

Adam

Nein das ist ja das kommische

Hello spielehut,

In that case, I would suggest contacting Skrill and explaining the situation. If you provide them with the transaction ID, they may be able to trace it and locate the relevant information.

Kind regards,

Adam

Ok ich ich schicke dir Nummer an skrill

Thank you, spielehut.

We will extend the timer while we await their response.

Kind regards,

Adam

Hallo ich habe jetzt eine Antwort von skrill bekommen ich habe über das Bankkonto einbezahlt deswegen steht es nicht im Verlauf .

Was soll ich jetzt machen ich habe das Bankkonto nicht mehr

Hello spielehut,

Please forward the response from Skrill to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Thank you for the response provided, spielehut.

Dear Syndicate Casino,

Can you please advise what can be done in this situation?

Kind regards,

Adam

Dear Adam,

We will clarify with the special department how to proceed with the verification of the transaction in the best way and what the user will have to provide. Thank you in advance for your patience.

Thank you Syndicate Casino,

I will extend the timer and await further information.

Kind regards,

Adam

Vielen Dank für die rasche bearbeitung

Dear spielehut,

We want to assure you that we have thoroughly reviewed the information you provided regarding the transaction in question. While we understand that you may not be able to provide us with proof of the specific transaction, we have verified the authenticity of the other documents you submitted, and our verification process is complete.

With that said, you are now clear to proceed with your withdrawal request. If you have any further questions or require assistance with any other matter, please don't hesitate to reach out to our support team.

Thank you for your cooperation.

Thank you for the update Syndicate Casino.

Dear spielehut,

Please let us know when the withdrawal has been completed and the matter is resolved.

Kind regards,

Adam

Danke für eure Arbeit !!OK mach ich sobald ich das Geld habe schreibe ich wieder in den chat

Thank you spielehut,

We will wait to hear further from you.

Kind regards,

Adam

Hallo wie kann ich jetzt ausbezahlen mit skrill funktioniert es nicht?

Ich habe jetzt die Auszahlung über bank Transfer gemacht bin

Dear All,

We would like to inform you that the withdrawal amount of 240 EUR was successfully processed on our part, the money was sent to the user’s payment method.

Super danke alles funktioniert !!!

Danke für den ganzen Aufwand

Mit freundlichen Grüßen

Dear spielehut,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, spielehut, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam

Casino.Guru