Skycrown Casino - Player’s withdrawal has been delayed.

I submitted three withdrawal requests on 6 April 2025 through SkyCrown Casino (skycrown13.com), with the following amounts and times:

$7,500 AUD at 11:32 AM

$2,000 AUD at 10:32 AM

$7,500 AUD at 10:31 AM

My account is fully verified, and I received confirmation emails from [email protected] that my withdrawals were being processed. However, it has now been several business days without any clear update or confirmation of release.

I have contacted their live chat multiple times, and while they repeatedly state that the case is "being treated as a priority," they are unable to give any timeframe or provide actual progress on the withdrawals. I have also emailed [email protected] and have not yet received a resolution.

The continued delays, lack of accountability, and absence of a timeline are extremely frustrating, especially given the large amounts involved.

I am requesting:

Immediate confirmation of when my withdrawals will be processed

An explanation for the delay

Full release of all pending funds without further stalling

Thank you for your assistance in helping resolve this matter.

Dear Livweck123,

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 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.

Hi there sorry I selected the wrong casino. It is SkyCrown and they indicated it would take 1 day

SkyCrown support replied again but still refuses to provide a timeframe for my three pending withdrawals from 6 April 2025. They continue to cite "high volume of transactions" and have not given any confirmation that the funds are actually being released.

This is the second email stating the same thing, despite my account being fully verified and the amounts being significant. I am requesting that Casino Guru help escalate this further, as the casino has not provided any concrete steps or resolution.

Hi there,

I have received no update and continue to receive the same generic responses.

Dear Livweck123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Yes thank you

Id like to raise further I only received the partial withdrawal and am now adding to this complaint regarding deposits made to [SkyCrown Casino] during a period of significant emotional and financial distress.

I estimate my total deposits to be approximately $11,610, and these were made while I was experiencing serious mental health challenges. I was not in a rational or healthy state of mind during this time, and I deeply regret the choices I made.

I reached out directly to the casino to explain my situation and request a refund under responsible gambling practices. Despite being honest and transparent about the harm caused, the casino has completely refused to refund any amount.

I have since requested permanent self-exclusion and am seeking support through appropriate services. I am not asking to reverse legitimate gameplay — I am requesting a partial or full refund as a gesture of goodwill and harm reduction.

I believe this case warrants further review and compassion, and I would be grateful for your assistance in mediating this matter. I am happy to provide transaction details, communications, or any supporting evidence needed.

Thank you for your time and consideration.

– Olivia W*

Dear Livweck123,

Thank you for your message.

Unfortunately, a refund is not possible in this case. As there were no prior mentions of gambling-related issues, your deposits are considered non-refundable and were lost as part of legitimate gameplay.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

Dear Nick,

Thank you for your response.

I would like to request that this matter be escalated to a senior member of the complaints team or forwarded to the appropriate regulatory authority.

While I acknowledge the deposits were made through gameplay, I believe the volume and frequency of my transactions — particularly over a short period — may reflect risky gambling behavior. I am currently seeking counselling support and have since been advised to raise these concerns, as I was likely not in a sound state of mind during the time of play.

I am requesting a full review of my account activity and deposit history to support my claim that the platform failed to intervene or provide responsible gambling safeguards. I believe this may represent a failure of duty of care under responsible gambling obligations.

Dear Livweck123,

Thank you for your understanding.

As previously stated, unfortunately, a refund is not possible in this case. While you are free to reach out to the casino's licensing authority, we must be transparent in noting that such action is unlikely to result in a favorable outcome.

Given the circumstances, we will now proceed to reject the complaint. I’m truly sorry we couldn’t be of more assistance in this instance. Please don’t hesitate to contact us again should you encounter any issues with this or another casino in the future.

Best regards,

Nick