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

This casino states you can play in Australia I’ve uploaded all my ID and they approved it all I went to withdraw $500 now they’re telling me I have to upload photo ID into different other countries how can I do this when I’m only a Citizen of Australia never been outside of Australia I’ve been playing this casino for months and spent thousands of dollars I only tried to withdraw a very small amount and they wouldn’t let me they have rejected my withdrawal and sent the money back in the account

Dear Hayley,

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 providing a valid personal ID seems to be the only obstacle standing between you and your winnings? I based my assumption on the forwarded screenshot:

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

That’s not the problem they approved all my id they know I’m from Australia due to my registration but now their asking for some over seas license I can not provide or do not have

Thank you, Hayley, for your reply. Have you been advised of the exact name of the document that is needed to verify your account?

Drivers licences or passport in Latin or Cyrillic alphabet

Dear Hayley,

Picture Id in Latin or Cyrillic alphabet is your actual Drivers license or passport 🙂

Could you please advise if you have sent it already? Thank you very much.

Yes I sent it an it was approved now their saying it’s not valid

Could you please forward any relevant communication to petronela.k@casino.guru?

Dear Hayley,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.