SkyHills Casino - Player’s account has been closed after lengthy delays.

Skyhills failed to close my account over the course of 7 or so months despite me sending about 11 requests to do so. They allowed me to continue gambling all this time with cash I didn’t have.

they only closed my account when I threatened action and gave this ignored me ever since. I left a trust pilot review which they have tried to get removed but the can’t. The only time I heard from them was when they said ‘they informed me we can no longer communicate’ even though they had not communicated at all.

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Dear Connie19733,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Hello hope you are well. I repeatedly asked for my account to be closed indefinitely as I am a problem gambler. Every request was ignored. The last day I spent £1,300 on a credit card and contacted them about my account once again. They removed my account but never responded to why it it took so long. I went ok live chat with Valerie and then heard nothing again and have been completely ignored. I wrote a trust pilot review that they tried to get removed but this still there as trust pilot said no. They ignored everything I ever sent them other than ‘we have communicated to you that we will not communicate’ and that was the only time they ever responded to anything.

i even sent a formal complaint asking how much I’d deposited since I first asked to close my account and it was ignored. I’ll find the requests I sent to them and email them over.

Rachael

Dear Connie19733,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SkyHills Casino.

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

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please confirm whether you have any record of self-exclusion emails sent to SkyHills Casino?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hello, yes I have evidence I sent you it all over email on the day you asked for it.l including my request to self exclude with immediate effect in July which was not actioned. They only closed my account the day after I told them I’d take it further this was October. No they ignore everything I complained and have them 7 days to respond and they ignored me completely

They also managed to get my Trust Pilot review removed even though it was all true. They cost me so much money by not self excluding me when I asked that they should not be able to get away with this.

Dear Connie19733,

thank you for your reply.

I have checked my email inbox and was unable to locate any additional messages from you containing evidence. I did receive the email you sent at the end of November, but unfortunately it did not include any supporting documentation related to your case.

Please remember that I will need screenshots or forwarded emails showing your self-exclusion requests. Even live chat transcripts would be helpful.

Kindly forward any relevant information you can find to katarina.d@casino.guru, and I will be happy to review it.

Looking forward to your reply,

Katarina

Hello I sent 4 to you on 28th November will resend

Dear Connie19733,

thank you for your reply.

I have been unable to locate any email correspondence from you documenting a request for self-exclusion due to a gambling concern. Kindly upload any such emails to this thread at your earliest convenience. Please be assured that all information will be treated with strict confidentiality.

Looking forward to your reply,

Katarina

here is the only one they replied to they ignored all others and my account was still open in October - I have removed my name and my email address

Sent: Friday, July 25, 2025 8:30 am

To: SkyHills <support@skyhills.com>

Subject: Re: SkyHills: Support

 

This is your final warning. You can get closed down for not acting on requests to close accounts and I’ve asked you 10 times over the last few months and I have all the evidence 

Sent from my iPhone

On 24 Jul 2025, at 22:19, SkyHills <support@skyhills.com> wrote:

Sebastian (SkyHills)

25 Jul 2025, 00:19 EEST

Hello,

 

Greetings from SkyHills! 

 

We completely understand your concern. We recognize how important this matter is to you, and please rest assured that we are treating it with the highest priority.

 

As soon as we receive any updates or further information, you will be immediately notified via email. We appreciate your patience and understanding during this time, and we thank you for giving us the opportunity to resolve this matter.

 

Should you have any additional questions or concerns in the meantime, please don’t hesitate to reach out—we are here to help.

 

We wish you a great rest of your day and remain at your disposal.

 

Kind regards,

 

Sebastian

SkyHills Support

 

Rach F

24 Jul 2025, 14:38 EEST

This is the 10th time I have requested a close of account and if you don’t action it - I will take it further. It does not matter I am in a different country, I am fully aware of gambling rules.

Sent from my iPhone

Xander (SkyHills)

24 Jul 2025, 14:33 EEST

Hello,

 

Greetings from SkyHills! 

 

Thank you for reaching out to us!

 

Kindly note your request was forwarded to your account manager and you will be contacted as soon as possible.

 

Thank you for your understanding.

 

We wish you a great rest of your day and remain at your disposal.

 

Kind regards,

 

Xander

SkyHills Support

 

Rach F

24 Jul 2025, 03:28 EEST

I’ve just read your self excluded policy and I’d like to self exclude for 5 years with immediate effect

Hello Connie19733,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Connie19733,

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering any lost funds. Due to the high volume of daily emails received by the casino, many of which are processed manually, a self-exclusion request that does not explicitly mention a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation.

For future requests, it is important to be as transparent as possible when seeking self-exclusion. Clearly state the reason for deactivating your account, specify the desired exclusion period, and ensure that the email subject is easily recognizable. Casino support teams receive numerous requests each day, and making your request clearly visible improves the likelihood of it being granted promptly.

Since your account has already been closed, I am concerned that there may be no further steps we can take on your behalf at this time. As there was no explicit mention of a gambling problem in your communications, it is unlikely that we would be able to request a refund successfully.

If you are able to locate any evidence indicating that a gambling issue was mentioned in your initial self-exclusion request, please do not hesitate to submit a request to reopen this complaint. We remain willing to review any new documentation you can provide.

We understand that this decision may be disappointing. We regret that we are unable to offer further assistance at this time. If you require clarification or believe additional review is warranted, please contact the Comoros regulator (AOFA) directly. To submit a complaint, please visit the casino's website, locate the Comoros stamp, and click on it. You will be presented with a button "Submit a complaint". We also suggest reviewing our article on submitting complaints to the regulator for guidance.

Best regards,

Katarina