Skycrown Casino - Player’s withdrawals are delayed and pending.

First off, the verification process was very frustrating. I used a virtual card, and they kept asking for a photo of the physical card, even though I submitted a screen shot of the card and a verification letter from KOHO that I have owned the card since 2023. They cancelled many many withdrawal requests during this process.

Now they are delaying the deposits, and have lied about the process. My "VIP" account manager Camille suggested instead of trying the daily limit of $7500, that I try smaller amounts.

After verification, I received $2000. And then nothing for days. I was contacting the casino and Camille on a regular basis.

The customer support told me the withdrawals are processing in the order they are received. This morning I got the e-transfer for $1500, which was my newest requests.

I have 3 requests of $2000 pending from Feb 15th, and 3 of $2000 from Feb 17th still pending. So they are not doing them in the order received. They just allowed for the lowest amount. I made sure I was not requesting more than their limit of $7500 per day and $15,000 per week.

I feel as if it will take years to get all my winnings. This seems to be a regular issue with this casino.

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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. I strongly recommend not recalling payout requests and not playing going forward until your winnings are paid out.

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

• Could you please specify when your account was verified?
• Have you achieved your winnings with the help of a bonus?
• Could you please share any discussion with support or VIP agents discussing the payout limits associated with your account? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hi Tomas!

Thanks so much for your help, I really appreciate it!

Looks like my account verification was completed on Feb 9th, as that is when I got the first deposit.

I did use a bonus when I deposited the money. I did meet the wager requirement for that before trying to withdraw anything. I send the screen shot via email, and attached it here as well.

I for sure won't cancel/recall any more withdrawals. I did that at the advice of the VIP manager when she said to try smaller amounts. Would you recommend doing smaller amounts, or the daily limit of $7500 CAD?

However, just an hour ago, they did approve another $2000 withdrawal. There are still 5 pending for the same amount, but this one was the oldest, unlike the last one I got.

I sent PDFs of all the email correspondence I have had with them to your email, as well.

Thanks again!

Hello!

Just coming to check on how things are going? I still have many pending withdrawal requests and a large balance.

I Just checked in. I tried to withdraw and got this message. Also, there is $20,000 now missing from my balance.

Thanks for the update. I am sorry to hear about this new development.

Would you be able to share any communication with support to confirm you attempted to resolve the situation with the missing amount or the delayed payouts? Send chat transcripts, emails exchanged with the casino, or screenshots of the communication to my email at tomas@casino.guru or post the screenshots here.

Thanks in advance for your cooperation.

I have emailed you the two PDFs from the latest contact with them. Did you receive the initial ones from the other day?

Thanks for your reply.

I went over the communication you provided earlier.

Did the casino clarify the removal of part of your winnings to you since your last post?

What explanation were you given?

Do you wish to protest the casino's decision?

Were your payouts unlocked?

Please let me know.

Hi!

It looks like it was a glitch in their system, as those funds are now showing as pending payouts.

I also received two more deposits of $2000 each ($4000 total) this week.

I still have lots of pending withdrawals and a balance needing to be paid out.

Dear lintc,

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, Hadi (hadi.a@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

Thank you for your help!

Dear lintc,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Skycrown Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Skycrown Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Latests updates:

They approved a deposit of the balance of my account, just over $1500, less than 24 hours after I requested it on March 13th. But I still had pending requests all the way back to Feb 17th that hadn't been yet.

This morning they approved the last $2000 requests. There is still 5 pending for $7500 each and one for $3000.

They clearly are approving the smaller amounts, but taking over a month at this point to review the larger ones, even though they state their daily withdrawal limit is $7500 CAD. A month is unacceptable to wait for approval.

Dear Lintc,

Thank you for your updates thus far. We will patiently await your next update.

In the meantime, we are still waiting for a response from the casino.

Dear Lintc and Casino Guru Team,

Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation.

We would like to confirm that the following withdrawals have been successfully processed:

- CAD 1,510.62 on March 14, 2026, at 15:02:59 UTC;

- CAD 2,000 on March 19, 2026, at 18:27:26 UTC.

All withdrawals are handled in accordance with our standard procedures and regulatory requirements. Our team is actively working on the remaining requests and making every effort to complete all outstanding payments as promptly and securely as possible. We appreciate your patience while these processes are finalized.

If you require any further assistance, our support team is available at support@skycrown.com and will be happy to help with any questions or concerns.

Best regards,

Skycrown Casino Team

Dear lintc,

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.

Thanks for giving more time!

I have been getting the smaller deposits, but have yet to get one of the larger ones. It seems they are cherry picking my requests for the smallest amounts only. The two listed above were the newest and the oldest. And then I have gotten another for $3000 on Monday which was initially requested on Feb 24th. There are two from that day for $7500 still not approved. The one for $1510.62 was requested on March 13th, and approved a day later.

Until I get some of these older, larger withdrawal requests approved, I don't have any confidence that they will. The Casino's response above is the same canned response I have gotten from them about how their team is actively working.

It is very misleading and dishonest to have a withdrawal policy of $7500 a day, but never actually approve that much in a day. This has been going on for almost two months now.

Dear Skycrown Casino,

Thank you for your reply.

The player has confirmed that smaller withdrawals keep getting approved, but the older larger ones are still pending. Because of this, the player feels the requests are not being processed fairly or in the order they were made.

Could you please explain why this is happening and confirm when the remaining withdrawals will be paid?

Dear lintc,

Thank you for the update. I understand your concern. We will now wait for the casino to clarify this

.

Best regards,

Hadi

Dear Lintc and Casino Guru Team,

Thank you for your continued patience and cooperation. We appreciate the opportunity to update you on the progress of your withdrawal requests and to continue resolving this matter.

We would like to confirm that the following withdrawals have recently been successfully processed:

- CAD 1,500 on April 1, 2026, at 18:37:26 UTC;

- CAD 1,500 on April 5, 2026, at 10:00:15 UTC.

All remaining withdrawal requests are currently under review in accordance with our procedures and regulatory requirements. While these checks can occasionally take time, our team is prioritizing each request and working to complete all pending payments as efficiently and securely as possible.

If you require any further assistance, our support team is available at support@skycrown.com and will be happy to help.

Best regards,

Skycrown Casino Team

Actually, SkyCrown cancelled all of my $7500 requests. So I requested the balance in smaller amounts, since they seem more willing to approve those.

I did get two for $1500, but there are 5 for increments of $3000 and 1 for $2000 that were requested beforehand.

Seems like they are still continuing with only approving the least amount possible, and delaying the larger payouts.

This has been going on for way too long at this point. Would love to just see them all approved so we can all move on.

Here are the screen shots of the rejected requests and current ones.

Dear Skycrown Casino,

Thank you for your response.

According to the Terms and Conditions, the withdrawal limits appear to distinguish between daily limits and single transaction limits. At the same time, the player has already received payments of C$1,500, C$2,000, and C$3,000.

Could you please clarify which exact withdrawal limit applies to this account, and why the C$7,500 requests were cancelled while other amounts above C$1,000 were processed?

Best regards,

Hadi

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.

Dear Lintc and Casino Guru Team,

Thank you for your continued cooperation. We understand the concern regarding processing times and would like to clarify this matter.

Each withdrawal request is handled individually, following strict security and compliance procedures to ensure the accuracy and transparency of every transaction. For higher-value withdrawals, additional manual review may be required as part of our security checks, which can affect processing times. These checks are an essential part of maintaining a safe and reliable environment for all players.

In this case, certain withdrawal requests were declined with a recommendation to submit smaller amounts to help facilitate smoother processing. Each request is still reviewed separately and completed once all required checks have been finalized.

We can also confirm that the following withdrawals have recently been successfully processed:

- CAD 1,500 on April 16, 2026, at 13:13:12 UTC;

- CAD 2,000 on April 20, 2026, at 04:34:23 UTC.

The remaining withdrawal requests are currently being processed. We remain committed to completing all payments as efficiently as possible, as timely and secure payouts are a top priority for us.

If you have any further questions or would like additional information, please do not hesitate to reach out to our support team directly at support@skycrown.com.

Best regards,

Skycrown Casino Team

That is such a disappointing response. It's not answering any of our direct questions, its the same type of canned response I had been getting.

I would love a detailed timeline on the plan to pay these out. And an answer to why I can't get m y $7500 allowed per day. It seems it is one payment a week. It's going to take another 4 months at this rate to get paid out, which is a really unacceptable amount of time.

Dear Skycrown Casino,

Your response still does not address the specific questions raised. The player has been waiting since February 15th and has only received smaller amounts while all CAD 7,500 requests were cancelled. Could you please confirm the actual withdrawal limit applicable to this account, explain specifically why the CAD 7,500 requests were cancelled, and provide a concrete timeline for when the full remaining balance will be paid?

Best regards,

Hadi

Dear Player and Casino Guru Team,

Thank you for your continued comments.

I would like to clarify our position once again, as it seems the main concern is not whether the funds will be paid, but how quickly the payments can be completed.

First of all, we can confirm that withdrawals are being processed regularly. The player has already received multiple successful payments, and the remaining withdrawal requests are also being handled. There is no reason to believe that the player will not receive the requested funds.

The reason we recommended submitting smaller withdrawal requests is practical: based on the current payment flow, smaller amounts are processed more smoothly and more efficiently through the available payment channels. This is not an attempt to delay the payout. On the contrary, this is the solution we currently consider the most effective for our VIP players in order to help payments move through the system with fewer interruptions.

It is also important to explain what happens once a withdrawal is confirmed on our side. After we approve the payment, we request the transfer through our banking/payment partners. From that point, the interbank process may take time, and the exact timing can vary. Sometimes it is faster, sometimes it takes longer, and this part of the process is not fully controlled by the casino.

The same principle applies to deposits. A player may see the deposited funds on the casino balance immediately, while on our side the actual settlement of those funds through the bank can still take several banking days. In some cases, we may also wait around a week for the funds to fully settle. This is how the banking/payment process works, both for incoming and outgoing transactions.

Another important point is that payment agents do not manually choose which player should be paid faster or slower. Withdrawal requests are processed one by one through the system. There are many withdrawal requests from different players, and our team works through them consistently. Many players win, and we are genuinely glad that SkyCrown is a casino where players win and receive their payouts.

We understand that everyone would prefer payments to be completed faster. This is natural. However, the fact that a payment process takes longer than the player would like does not mean that the casino is refusing to pay or that there is a valid reason to treat the case as unresolved.

The player is receiving withdrawals regularly. The available process is working. If smaller withdrawals are currently the most effective way to complete payments through the available payment channels, then this is exactly the approach we recommend.

We remain committed to completing the remaining withdrawals as efficiently as possible.

Kind regards,

Head of VIP

SkyCrown Casino