Skycrown Casino - Player faces delays in account verification for withdrawal.

Hey I have been trying to verify my account with Sky Crown in order to make a withdrawal of 310euros. I have uploaded all docs as requested which have been approved except a Selfie. Initially I uploaded a selfie as request, this was not approved and I was asked to upload a selfie holding a ID doc plus a lined sheet of paper with the words Hi Sky Crown and that days's date. This was not accepted. Then I was asked to upload the selfie again and this time make sure my hand and the doc was visible. I did this and again it was not approved. Then I contacted Live chat this morning (1/8/26) and spoke with David who told me I just need to upload a selfie of my, I did this and again not accepted. I was then asked to upload a selfie with the two docs plus my shoulder, elbow and wrist visible. I have done this and again not approved. They are now saying that I did not take the selfie myself because I used a timer on my phone in order to ensure that all of the specs they required were visible and again it was not approved. I cannot hold the two docs in one hand showing all the specs they require and hit the button for the selfie with the same hand or the hand holding the camera, I feel they are giving me the runaround.

I would appreciate any support you can give me.

Catherine

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Skycrown Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player account accessible? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Have you made sure to try to take the selfies according to the casino's instructions, even in low quality?
• Have you taken selfies in good lighting conditions?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, thanks for taking my case. Yes I can still login and Yes I played with a bonus. I made sure the selfie was in a room with good light. Initially it was a selfie of just me holding a sheet of paper with the words Hi Sky Crown and the date, that then changed to make sure you could see my shoulder, my elbow and my wrist as well as the two docs. The only way I could do this was to set the camera on a timer. (This was suggested to me by David on Live Chat).

But then they did not accept this because they needed to be able to see that I was holding the camera which was impossible when I needed to have all of the above included in the selfie.

Many thanks Tomas for your help.

Dear banjolilly,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Skycrown Casino representative to join this conversation.

Dear Skycrown Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.