Skycrown Casino - Player's withdrawal is delayed due to verification issues.

I have been trying to deposit my winnings from the website but the address i submitted was wrong. I have given them the updated address which they have passed onto the 'relevant department' but ive been waiting for over a month and they won't tell me how long it will take for this issue to be resolved. They also won't give me a contact number to sort this issue.

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 kindly specify what exact error you made when filling out your address in your casino profile? Did you provide an old address of yours, or was it a completely different one from your current residence?
• Have you submitted any other incorrect personal information apart from your address?
• When was the first time you asked the casino to update your address of residence? Was it only after you submitted your withdrawal request and were asked to verify your account?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thanks for getting back to me. Yes I entered my old address when I first set up the account. Then when i tried to withdraw money they requested I verify my account and the utility bill I provided had my new address on it.

There is no other incorrect information. Just the address.

It was after I submitted my withdrawal request, as I've mentioned above.

Any other information you may need, please let me know.

Can I also ask why the website is called skycrown13.com instead of just skycrown.com , Is this a fake website?

It is not a fake website. Casinos often use mirror websites with numbers after their name because their main domain can sometimes be blocked or restricted. By creating simple variations like skycrown13.com, they make sure that players can still access the casino even if the original address is unavailable. It also helps them keep the brand recognizable and easy to find. This practice is especially common among casinos that operate under less strict licenses, as they need backup domains to stay online.

Now, let's get back to your complaint.

• When exactly did you submit your old address to the casino? Do you have any official document (utility bill or other government-issued document) proving that you used to live at the address you submitted during registration?
• When exactly did you change your address of residence?

Dear Emilioleo,

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.

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,
Veronika
Casino.Guru