The player from Australia was unable to receive any main bonuses due to an allegedly high bonus rate, despite having made significant deposits without bonuses. He reported that his VIP manager never replied, which limited his access to cashback and rewards points. He expressed frustration that his complaints remained unresolved. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Skycrown Casino - Player's bonus access is delayed.
Closed
Our verdict
Player stopped responding
Amount: A$500
Skycrown Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Don't get any website main bonuses because my bonus rate is to high yet I've done a load of deposits at least 1k without bonuses. Vip manager never replies. Can't get cashback Friday bonus. Can't get rp points. No birthday bonus. Made a complaint and withdraw last time because they responded a couple hours before I could withdraw complaint and said they would fix it.
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4 months ago
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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.
- Was the decision not to award you bonuses a deliberate decision of the casino?
- Could you please clarify what the A$500 represents in your situation?
- When was the last time you were in contact with casino support or your VIP manager, and what did you discuss?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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
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3 months ago
Dear dylandzundza1,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
