SkyHills Casino - Player's winnings are confiscated without explanation.

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Hello,

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.

• Do I understand correctly that your balance was adjusted twice after the wagering of the bonus was complete?
• Do I understand correctly that the casino addressed the initial capping of your winnings (to 5000€), but failed to provide any explanation regarding the subsequent removal of 4000€?
• Could you please specify how much you deposited, and confirm that the initial bonus contribution from the casino was 500€?
• Could you please share screenshots from your player's account documenting the balance fluctuations to the best of your ability?
• 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

Thanks for your patience and the clarification of the situation.

Could you please share with me the original bonus offer you received from the casino for said bonus?

Was the rule specifying the maximum bonus win or cashout specified in the fine print? Please note that the bonus max cashout specified in the general bonus terms and conditions is lower than what you already received. In cases where the maximum cashout is not specified, we rely on the rules in the general bonus terms to be applicable.

Looking forward to your reply.

Dear urban101,

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.

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,
Tomas
Casino.Guru