The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing account verification. Player’s complaint has been resolved successfully.
Syndicate Casino - Player’s struggling to complete the account verification.
Amount: €280
Syndicate Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I am having problems with the verification. More precisely, with the verification of the address. An account statement has worked in every Dama Casino so far, only this is transverse. I cannot submit an electricity or gas bill as these are paid for by my roommates. The live chat answers once every 30 minutes. So that's the problem and from experience I already start this complaint because I know how it usually takes a long time
Automatic translation:
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2 years ago
Dear Yasin,
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.
Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Dear Yasin,
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.
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2 years ago
Translation
Hello. So, as mentioned, I could not provide electricity, water or gas bills for checking the address. Then I should provide an official letter. I even provided 2 and they were rejected again. Then back into the chat and suddenly it was said I should provide my bank statements as address confirmation. Is it actually still possible? First refuse my official letter and then see my pay slips. This was only available from Syndicate and is only used to collect data. I then uploaded the official letters again and told Syndicate that I would file complaints in all places and write about their practices in forums. As a result, everything suddenly happened very quickly and I received my money. I'm sorry but a rating of 4.3 for this casino is too high
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Yasin, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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