Syndicate Casino - Igrač veruje da je njegova isplata odložena.

Hello Casino Guru Team,

I am submitting a complaint against Syndicate Casino for not processing my €2,500 withdrawal request, which I submitted on Monday, August 4th, 2025, at 22:00 via Skrill.

According to the casino’s withdrawal policy, payouts are supposed to be processed within 24–48 hours. However, more than 4 days have passed, and I have not received any payment, approval, or clear reason for the delay.

I contacted their support multiple times via email and live chat, and they keep telling me to "wait for the department’s decision" without providing any timeframe or explanation.

I am a verified player and believe this behavior is unacceptable. I kindly ask Casino Guru to assist in getting my funds released.

I have attached the following evidence:

Screenshot of my account profile

Screenshot of withdrawal request

Screenshot of chat conversation with support

Thank you for your help.

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 for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Complaints Resolution Center,

Thank you for your response.

I would like to clarify that my account is fully verified and all KYC procedures have been completed. I have previously made successful withdrawals from the same account without any issues.

This €2,500 withdrawal was requested on Monday 10pm , and I have followed all instructions from the casino since then. I am concerned because no progress has been made, and support has not given me any clear explanation.

There is no unfinished KYC, and I do not believe the delay is due to high withdrawal volumes, especially considering my account status and history.

Please consider this when reviewing the case. I kindly ask you to proceed with the complaint review as this situation seems abnormal and potentially unjustified.

Thank you for your attention and support.

Best regards

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