Syndicate Casino - プレイヤーは出金確認の遅延に遭遇します。

Hello, I’ve been trying to verify my account for more than a week now and it’s getting really frustrating. My documents keep getting rejected without any clear reason and every time support asks me to send something new. It just goes in circles. This is my first withdrawal here and it’s a small amount, yet the whole process feels endless!!! Honestly, it’s starting to look like a scam. I don’t understand why it takes so long just to verify my documents and process a payout.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

I’ve already submitted my passport, proof of address, a selfie with the document, and a photo of my credit card. The last submission was about four days ago. I always send everything right away and exactly in the format they ask for. Recently, they asked again for the same documents, saying the images weren’t clear, even though they’re perfectly fine. Right now, everything is still showing as pending verification.

Thank you for your response. Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents that are still pending verification in your account as well. Thank you for your cooperation.

Dear Hannah95,

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.

My account has now been verified and I have received my funds. Thank you for your help. I think opening the complaint with you might have helped speed up the verification process.

Dear Hannah95,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru