Syndicate Casino - Player’s verification process has been repeatedly unsuccessful.

I won $5,000 playing syndicate casino on my own money I deposited in to my account to play the pokies I won my money the verification has declined my documents 12times now then they emailed me saying I need to resend in PDF format so I did then on the 12th time they email me saying PDF doesn’t work needs to be normal photos this has been going on since November 2023 and still no outcome they rang me on an Australian number starting with 07 then I couldn’t understand the person she/he sounded like a robot I told them that and they emailed me saying I had a hard time hearing them I googled the number and it says it’s from china a scam ffs

Dear susancoorey2020,

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 take KYC lightly.

• Could you please list which documents you have already provided and which documents the casino accepted and declined?
• Please forward your recent correspondence with the casino to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear susancoorey2020,

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.

All my documents are verified now but the problem now is they emailed me saying my bank declined the deposit so I rang my bank they said they did not decline any deposit but due to me locking my card may be the reason why if syndicate casino tried to deposit money it declined but I have fixed that problem up over 12 hours ago but I was still declined my winnings so please give me my winnings I used my real money from my bankcard so now deposit my real winnings into my bankcard

I have been declined for a 3rd time my withdrawal, 1st declined was due to technical issues on there part, so they told me to use another option being bitcoin to withdraw, I told them no I want my winnings put back into my bankcard just as I used my bankcard to deposit my money into syndicate casino to play, the 2nd decline was due to my bank not allowing them to deposit into my bankcard so was told to contact my back, so I did they said no money has been deposited nor was there a problem they can see except for me locking my bankcard so was told to unlock it so I did I contacted syndicate casino to inform them of this they replied saying they can see I put in for a withdrawal and it will take 24hrs so now the 3rd decline I received today has no reason as to why and now my live chats don't go through PLEASE HELP ME GET MY WINNINGS I WON THEM HONESTLY USING MY MONEY THIS IS NOT RIGHT

Once AGAIN for the 4th time I have been declined my winnings, this site needs to be looked at and I want my winnings, I used my real money to try my luck to win and I won so it needs to be given to me, ALL MY VERIFICATION HAS BEEN EXCEPTED THAT TOOK 2 MONTHS NOW THEY KEEP TELLING ME ITS TECHNICAL ISSUES ON THERE SIDE LIKE COME ON WHY AND HOW CAN THESE SITES BE UP AND RUNNING ITS EASY TO DEPOSIT MY MONEY INTO THE SITES ACCOUNT BUT I NEED TO KICK AND BEG FOR MY WINNINGS OFF MY MONEY, I WILL NOT STOP TILL I GET WHAT I WON PLEASE HELP ME SOMEONE 1

I understand it must be frustrating. Has the casino offered any alternative ways for you to withdraw your winnings? Have you asked the casino to process your withdrawal using other payment methods? With what result?

Yes by bitcoin an Gpay and a couple of other ways I’ve never heard of before and as I told them I PAID CASH INTO THE WEBSITE I WANT CASH IN RETURN FOR MY WINNINGS AS I DONT DO BITCOIN AND GPAY I CANT WITHDRAW ITS NOT CASH but the funny thing is they started by saying it’s a technical problem on my side from my bank I told them my bank said they have never tried to deposit into my BANKCARD so then they told me it’s a technical problem on there side till I let them know my partner deposited money from his BANKCARD to the website to play so no technical problem there otherwise he wouldn’t be able to deposit to the website so then it went back to it was a technical problem from my side again so this is what I keep getting

12 TIMES I HAVE SUBMITTED MY WITHDRAWAL FOR MY FUNDS TO BE DEPOSITED INTO MY BANKCARD AND AGAIN I WAS DECLINED DUE TO ISSUES ON THERE SIDE, I WAS ADVISED TO USE ANOTHER METHOD OF WITHDRAWAL THAT THE SITE OFFERS WHICH IS NOT CASH, I DIDNT USE BITCOIN TO PLAY ON THERE SITE I DIDNT USE GPAY TO PLAY ON THERE SITE NOR DID I USE ANY OTHER METHOD BUT CASH , GURU YOU SAY YOU HELP PEOPLE LIKE ME AGAINST SUCH SITES THAT APPEAR TO ME TO BE A SCAM SO PLEASE HELP ME THIS IS NOT FAIR

Thanks for the update, susancoorey2020.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If the casino recommended you use an alternative method, due to multiple failed withdrawals it would be our recommendation as well. Please let me know about your decision going forward.

I changed my payment method and now my withdrawal has been APPROVED, I received an email 24hrs later stating I am to wait now for the funds to arrive in my account, hopefully this doesn’t take long.

Thank you

Hopefully, your attempt will be successful. If there are any obstacles, please let us know.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear susancoorey2020,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We received this message from the player:

"Yes I got all my money thank you issue RESOLVED"

Dear susancoorey2020,

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 any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru