The player from Germany faced repeated rejections of his withdrawal requests without explanation, which resulted in the freezing of his account after he attempted to withdraw 40 euros. Despite contacting customer support for clarification, his inquiries went unanswered, leaving him without access to his winnings. The Complaints Team attempted to gather more information to understand and resolve the issue but received no response from the player. Consequently, the complaint was closed due to the lack of communication, with the option for the player to reopen it in the future if desired.
SkyHills Casino - Player's account has been closed after withdrawal attempt.
Closed
Our verdict
Player stopped responding
Amount: €180
SkyHills Casino
Safety Index 2.1 Very lowCase summary
Discussion
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2 months ago
Translation
I hereby submit a complaint regarding the handling of my casino account.
Several of my withdrawal requests were rejected without explanation. As a result, I was unable to access my winnings or balance for an extended period and suffered further losses, as I was forced to continue playing or was unable to make a withdrawal.
My account was immediately blocked on my last attempt to withdraw 40 euros.
I then contacted customer support, as I considered this an unlawful and incomprehensible procedure. However, my inquiry in the live chat was ignored or not answered.
At no point was I given a concrete reason for the refusal of the payments or the account freeze. Likewise, I was not offered any opportunity to clarify the matter or to provide a statement.
I request CasinoGuru to review this case, particularly with regard to:
-repeated refusal of payments without explanation
-the sudden account suspension after a withdrawal attempt
-the lack of communication and response from customer support
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear PK3112,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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
Petra
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2 months ago
Dear PK3112,
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.
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2 months ago
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,
Petra
Casino.Guru
