Syndicate Casino - プレイヤーの出金が遅れている。

I signed up to syndicate casino on the 26th July, played their 1st and 2nd deposit, finished wagering requirements on both deposit bonuses..

On the second deposit bonus after completing wagering requirements I was left with €600+ and decided I'd play to win more but not go under €500.

Got down to €500 and decided to withdraw it, passed verification after everything they looked for, my account is fully verified.

Now every time I try to withdraw it gets cancelled, each time it takes 24 hours to say it's cancelled. I get an email each time it's cancelled that says contact support for the reason, support is no help what so ever. They say they don't know the reason even though the last couple of emails states to contact support for the reason.

Even the "casino supervisor" said he didn't know what was wrong.

Every time I contact support they say I have to wait for more emails for relevant department as support don't know the reason why but all the know is that the relevant department will be working on it to give them the reason for cancellation.

48 plus hours still working on this matter without any answers is ridiculous.

When I try to withdraw again I have to wait another 24 hours until I get the email saying it's cancelled contact support.

I could try depositing with my other card and try withdraw to it but I feel the same issue will happen. There is no option for bank transfer. I feel like the casino don't want to pay out the €500 and would like someone to investigate it please and thank you.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your reply

My account is fully verified, The withdrawal is always being cancelled without explanation, nobody knows why according to the support.

I'll keep in touch and will let you know if anything changes within the 14 days you say.. Thanks again.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika