SkyHills Casino - Player's account has been closed unexpectedly.

I have won a fairly large amount without any wagering-deposit bonus. At an unexpected time, my account was closed 2 weeks ago without any further explanation and without them answering my emails about what the problem is, except that they are looking into the matter.

Dear chrisplk22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play with your bonus?
• Can you confirm if you received any communication regarding the reason for your account closure?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I initially played without a bonus. I have made 2 successful withdrawals of €100, €200 and I had not completed the KYC verification.

• Could you please specify what your real-money balance was at the time the casino closed your account?
• What types of games did you play?
• Kindly send me a screenshot of the error message you receive when trying to log into your account.
• Also, please forward all communication between you and the casino's customer support regarding your account block to veronika.f@casino.guru.

The actual balance was €25,000, what I was playing was play and go pragmatic hacksaw 3oaks. I wasn't playing online casino.

The rest was €25,000, I was playing pragmatic hacksaw 3oak and play and go

Thank you very much, chrisplk22, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I hope it gets resolved soon, thanks for your help!

Hello chrisplk22,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite SkyHills Casino to join the conversation.

Dear SkyHills Casino,

Could you please provide clarification regarding the closure of the player's account without any explanation?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

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 chrisplk22,

I have tried to contact the casino repeatedly, but as expected, had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Although SkyHills Casino claims to be licensed in Costa Rica in their T&Cs for your region, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru