Complaint #4 Syndicate Casino

Deducted winning of €1,600 after accusing me that I have manually canceled my bonus

By FALKE67

7 years ago

Message on forum

Hey there,

I played slot at Syndicate casino and won a bigger amount. I would have withdrawn my winnings right away, but I still had an active bonus. I had some wagering requirements left, so I gambled further. It was already late that evening and I felt tired, so I just closed my laptop (apparently I didn't log out from account) and went to bed to finish the wagering requirements the next day. I don't know the exactly figures but at this time I had roughly a balance of 1600€ and had a remaining wagering of roughly 2000€.
After a good sleep I opened my laptop again to play through the requirements to withdraw my funds. I was shocked as I saw my balance! I only had 100€ left in my account (my deposit amount). I contacted the live support to ask what happened to my money. After a quick chat they told me that I would have canceled the bonus manually and that they credited my account the originally 100€ from my deposit. I explained them that I didn't cancel the bonus and just closed my laptop. I also asked them why I should have done that?

- Serious question to everyone, why should I cancel a bonus and lose all my winnings? Isn't it the reason we are gambling to win? That's why we are playing slots, card games or whatever! I won that amount, gambled for 2hrs (or similar) further to clear the bonus in order to withdraw my funds and then I am going to cancel the bonus because I thought I just want my 100€ back and not 1700€? For everyone who are able to think straight, this doesn't make any sense at all! -

The live support told me that they transfer my case to the manager/technical department and come back to me via email. I heard back from them within short time and they told me via email what they already told me via the chat, that I would have canceled my bonus manually and that my funds are lost therefor. I only could withdraw my initial deposit of 100€.

I am clearly didn't cancel my bonus. I checked on the website how it could be possible to cancel the bonus and I realized that I couldn't cancel it by accident. You need really have the intention to cancel the bonus manually, that it couldn't happen by accident at all. Knowing that, it has to be an error or bug in the system what led to cancel the bonus because I haven't had any reasons to cancel the bonus at all.

I told them but they stick to their decision. I tried everything in my power to get back my funds, but Syndicate is final in their decision. I really hope you can help me in that case!

Thank you very much!

Disputed Casino Syndicate Casino

Reason Refund declined

Amount €500

Discussion

AskGamblers

• Support Team

5 years ago

Dear @FALKE67,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Syndicate Casino

• Representative

5 years ago

Dear FALKE67,

We are a friendly and loyal casino and our goal is to make the user's experience better. That’s why we decided to give your issue another try to be resolved. What do you consider as an appropriate solution for the following case? We would like to offer a partial compensation in the amount of 500 EUR, even if the bonus was canceled. We would like to know your feedback about it.

Please contact us to share your thoughts.

Best regards,

Syndicate casino team

AskGamblers

• Support Team

5 years ago

Dear all,

This complaint has been reopened as per Syndicate Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

7 years ago

Based on the operator's last statement AskGamblers Complaints Team is now closing the case as Unresolved. We would like to remind player that further assistance on the matter could be requested by the relevant regulatory body.

Syndicate Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $746

Avg. Complaint Duration 8 days

Avg. Response Time 1 day

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