SkyHills Casino - Player's winnings are withheld after account closure request.

Dear CasinoGuru

Casino: SkyHills.com

License: ALSI-1423 l 1005-FI2 (Anjouan, Comoros)

Operator: Igloo Ventures SRL, Costa Rica

Amount in dispute: €1,600

Issue: Account closure request ignored and funds withheld

I am submitting this complaint regarding SkyHills.com, which I believe is deliberately withholding my funds and failing to act in accordance with responsible gambling regulations.

I opened an account with SkyHills.com in late September 2025. After several deposits, I realized that I had a gambling problem and immediately contacted their support team to close my account under the principle of responsible gambling/self-exclusion.

Unfortunately, before the account was successfully closed, I managed to deposit an additional €1,600, which was never refunded to me. Since that day, I have repeatedly contacted SkyHills support (more than 30 emails sent) and provided every document they requested.

However, it has now been 21 days without any proper response — only generic messages stating that my case was "forwarded to the responsible department". I have not received any clear update, decision, or refund.

I consider this unacceptable and in violation of their responsible gambling policy and basic consumer protection standards. It is my strong belief that SkyHills is intentionally delaying or avoiding repayment of my funds.

I request CasinoGuru’s assistance in the following:

Ensuring SkyHills refunds my €1,600 deposit made after I requested account closure.

Ensuring SkyHills provides a clear explanation of their actions and handling of responsible gambling procedures.

Investigating whether this casino is compliant with its Anjouan gaming license obligations.

I can provide screenshots of all correspondence, deposits, and closure requests if needed.

Thank you for your time and assistance — I truly hope this can be resolved fairly.

Best regards,

Jakob

Country: Denmark

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Dear JakobDK,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I couldn't close the account myself, so I asked them to do it because of my gambling addiction.

I understand. To proceed with your case, I need to see the account closure requests you sent to the casino and their responses to your requests. Could you please forward them to me at veronika.f@casino.guru? These could be emails, screenshots, or chat transcripts of your conversations with customer support.

Dear JakobDK,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.