The player from the Netherlands claims a EUR 500 deposit bonus at SkyHills Casino led to a deduction of EUR 4,000 from his winnings of EUR 5,000 without prior notification. After contacting support for clarification, he received insufficient responses and no documentation regarding the bonus terms, which raises concerns about transparency and the validity of the deduction. He requests either reinstatement of the deducted amount or the complete requested documentation for verification.
SkyHills Casino - Player's winnings are confiscated without explanation.
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Current status
Waiting for player to reply
6d 17h 58m 31s
SkyHills Casino
Safety Index:Very lowCase summary
Discussion
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Public
6 hours ago
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Public
Public
6 hours ago
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
