Skycrown Casino - Player's withdrawal has been delayed multiple times.

I joined with Skycrown Casino over a couple years ago and deposited many times without an issue. Over that time I used any bonuses I was eligible for and played through any wagering amounts needed to ensure any accumulated winnings were withdrawable.

The first request to withdraw was on 17th Sep 2025 for the amount of $2,900 which was cancelled by the casino who requested me to upload more verification documents. Not a problem, I uploaded all requested documents and while doing so I played some of the winnings and won more which then took my withdrawable amount to $7,000. After submitting another withdrawal request for that amount I was advised my verification photos weren't clear enough so I uploaded all documents a further 6 times and then finally they were happy to verify my account. again. It is now 15 days since my first request to withdraw and after 6 requests, they keep cancelling my withdrawals even though my account is verified.

Their T&C state upto 3 working days for processing withdrawals. The last 3 withdrawal requests were cancelled by Skycrown after 3 to 5 days and resubmitted, each time resetting the clock back to day 1.

I've emailed their support team daily to make sure everything was verified to ensure smooth processing of my winnings and each time I advised that my account was in the final stage of the funds entering my bank account and nothing else was required to ensure I receive my winnings.

I'm unsure what else to do. My account is 100% verified, and after 15days ive uploaded all documents over 10 times, resubmitted 6 withdrawal requests and fulfilled all that has been asked of me and I'm still going around in circles with every possible excuse to not process my winnings. Now they're accusing me of editing my photos and today asked that I resubmit all documents again even though they are accepted in my file.

After over 15years of using online casinos and withdrawals upto $23k, Skycrown is the only online casino that I've ever had any issues with paying out any winnings. Please help? I m so frustrated and disheartened by Skycrown I'm not sure what else I can do.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when the casino last requested you to re-submit your identity documents?
• Which documents were you asked to submit one more time?
• Could you kindly forward me the most recent documents you sent to the casino for verification? My email address is [email protected].
• What types of games did you play?

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

Best regards,

Veronika

Thank you so much for your response Veronika. I was last asked for documents to be re-uploaded yesterday but when I attempted to upload another selfie I saw that my account was suspended and will not allow me to upload anything. My account is still verified also.

They keep asking me to resend a photos that are currently ticked as verified in my account. They've asked for my driver's licence again and also a photo of my bank card.

They also ask for a selfie holding in one hand my licence and a handwritten note on lined paper saying "Hi Skycrown" and the date. My hand must be fully visible down to my elbow and my Skycrown profile must be in the background with all info clear and visible. I've sent at least 4 different selfies with everything they require now but none of them have rejected every one.

I'll email you the photos of all documents I've sent them along with the most recent emails from Skycrown customer support.

Update: Skycrown has now suspended my account pending verification of my documents even though my account is still Verified. I sent a further 3 different photos of my driver's licence and now customer support has advised me to be patient and wait a while until someone from another department emails me with an update. It's now been 3 weeks since my first withdrawal request and 7 days since my last request.

Update: Skycrown has now cancelled my whole account stating fraud! There was no fraud! They accused me of I editing my verification documents which is a lie. I cropped the edge of a photo of my licence. I did not edit any documents whatsoever. Now I'm unable to even contact them. Please help

Dear GingerNinja82,

After a thorough review of your case, we must agree with the casino’s decision to permanently close your account. The documents you provided show clear signs of editing, which is strictly prohibited and may be considered a criminal offense. This also constitutes a direct breach of the casino’s terms and conditions.

It is the player’s responsibility to submit only genuine and verifiable documents issued by official institutions. Any attempt to use falsified or manipulated materials is not tolerated.

For these reasons, we have to reject your complaint. Additionally, please note that submitting edited documents is against Casino Guru’s own rules, and therefore, your Casino Guru account will be closed.

We strongly advise you to refrain from using documents of questionable authenticity in the future.

Thank you for your understanding.

Best regards,

Veronika