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