SkyHills Casino - Player's winnings have been confiscated.

I am filing a formal complaint against SkyHills Casino regarding the unjust confiscation of my winnings totaling €1,750.09.

​Crucial Fact 1: The Source of the Bonus (€100 vs €50)

The active bonus (which generated the winnings) was claimed and activated using a €100 deposit from my Private Personal Bank Account (solely in my name).

​Deposit 1: €100 via Private Account -> 100% Valid & Compliant.

​Deposit 2: €50 via Joint Account -> Used only as a secondary top-up.

​The Dispute (Joint Account is NOT Third Party):

The casino confiscated my winnings alleging that I used a 'Third Party' payment method because of the secondary deposit via my Joint Bank Account (En/Of).

I strongly dispute this. A Joint Account is NOT a third-party method. In the Netherlands, I am the full legal owner of this account and the funds on it. Treating my own household bank account as a prohibited 'third party' method is factually incorrect and unfair.

​Crucial Fact 2: Support Confirmation (Active Encouragement)

During the session, I was playing with the bonus funds from my first (private) deposit. I contacted Live Support to check my status. The agent confirmed I had '€450 left to wager' and let me continue.

Logic: If my account or payment methods were in breach, Support should have stopped me then. Instead, they allowed me to take the risk and finish the wager.

​Misleading Tactics & The €150 Offer:

​The Trap: The casino stalled for over a week regarding the Joint Account, asking for my wife's ID twice (3 days apart). By asking for documents, they implied the deposit could be approved.

​The Bait: After I provided all documents, they unblocked my account and returned the funds, effectively 'approving' the verification, only to confiscate it all later.

​The Settlement Offer: The casino offered me exactly €150 (refund of my deposits: €100 + €50). Logic: While they might have grounds to refund the €50 joint deposit, they have NO right to void the winnings generated from the €100 private deposit. Offering to refund the valid €100 stake instead of paying the winnings is simply theft.

​Timeline:

​Deposit 1: €100 via Private Account (Valid).

​Deposit 2: €50 via Joint Account.

​Gameplay: Support confirmed wagering; I finished it.

​Confiscation: €1,750 taken immediately after unblocking.

​Status: Casino offered €150 refund. I offered a 50/50 split to settle. Casino refused.

​I request CasinoGuru to intervene. Confiscating winnings derived from a legitimate €100 private deposit is predatory behavior.

​I hope you can help me recover the full won amount. Thank you in advance for your time and effort

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Dear GamblerZeus,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

I have reviewed the casino’s Terms and Conditions, specifically section 5.8, which states the following:

You are not permitted to use any payment method belonging to, or registered to, a third party for the purpose of depositing funds to your account. This includes, but is not limited to, family members (including spouses, children, parents, and other close relatives), joint accounts, and company or business accounts. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit.

Additionally, please refer to our Fair Gambling Codex for Players:

https://casino.guru/fair-gambling-codex-for-players

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you may encounter issues when attempting to withdraw funds. This rule exists primarily to prevent credit card misuse and to comply with international anti-money-laundering regulations.

Based on the information available, it appears that this rule has been breached. While some casinos may allow exceptions—such as the use of a joint payment method—this is typically only possible if the matter is communicated and approved in advance.

It is important to note that, technically, verifying the ownership of a payment method is often not possible at the deposit stage. This verification usually occurs during the account verification process, most commonly when a withdrawal is requested. For this reason, it is ultimately the player’s responsibility to ensure that only permitted payment methods are used.

To help us better evaluate your case, could you please clarify the following:

• Did you contact the casino’s support team before making the second deposit from your joint account?
• If so, did the support representative explicitly confirm that using the joint account would not pose an issue?
• Do you have any correspondence or documentation related to your account or deposits that could help clarify this situation?

Thank you in advance for your cooperation. We look forward to your response so we can assess the matter further.

Best regards,

Petra

Dear Petra,

Thank you for your review.

To answer your questions:

Did I contact support before the second deposit?

No, I did not contact them before the deposit. As my name is clearly listed on the joint account, I honestly believed this was compliant. In my view, it was my own money and my own account, not a 'third party' at all.

Did support confirm it would not pose an issue?

While I didn't ask before the deposit, I contacted Live Support during my gameplay. At that point, the agent saw my account status and explicitly told me: 'You have €450 left to wager.' They encouraged me to finish the wagering requirement. If the joint deposit was a fatal breach of rules, Support should have informed me then, instead of letting me risk my funds to finish the bonus.

The Settlement Offer:

Most importantly, after the winnings were confiscated, the casino offered me a €150 settlement (a refund of my €100 private and €50 joint deposits). This offer proves they acknowledge the situation is not a simple 'third-party' violation, as they wouldn't offer a refund if they were 100% in their right.

Regarding documentation:

The winnings originated from my initial €100 deposit from my private bank account (registered solely in my name). This deposit was 100% compliant. I have already provided the emails regarding the €150 offer and the ID requests for my wife.

Regarding the bank statement: > I can confirm it is a Joint Account (En/Of) with both our names on it. If you would like to see the official bank statement as proof that my name is on the account, please let me know and I will upload it immediately.

I would like to add one more crucial point regarding the misleading conduct of the casino.

Not only did Support encourage me to finish the wagering, but the casino also actively requested my wife’s ID and a selfie—twice. They then proceeded to unblock my account and return the funds to my balance.

By doing this, the casino created a clear expectation that the verification was successful and the situation was resolved. To confiscate the funds after explicitly approving the account and documents is inconsistent and predatory. They essentially trapped me into thinking everything was fine, only to take the money the moment I tried to withdraw.

I hope this clarifies my position.

I believe confiscating €1,750 because of a secondary joint deposit—after Support told me to keep playing—is disproportionate.

Regards

Hi Petra, I just noticed that my real name is visible in this public thread. For privacy reasons, could you please edit it out and use my nickname 'GamblerZeus' instead? I’d really appreciate it. Thanks

Dear GamblerZeus,

Thank you for pointing this out. I’ve already updated the previous message and replaced your real name with the nickname "GamblerZeus." Could you please check and confirm that the change has been applied correctly?

Additionally, could you provide any further communication you had with the casino regarding the reason for your winnings being confiscated? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Petra,

I have just sent the requested evidence to your email address (petra.h@casino.guru).

The attachments include the official confiscation email from SkyHills and a screenshot of my transaction history. As mentioned, the history clearly shows that my funds were restored to my balance and my account was reopened between January 16th and January 21st, before the final deduction took place.

Thank you for your assistance, and I look forward to your update.

Best regards,

GamblerZeus

Dear GamblerZeus,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear GamblerZeus,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in

I will now contact SkyHills Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Thank you, Martina. I will wait for your update

Dear GamblerZeus,

we got in touch with the casino, and now, we are discussing the issue , since there are still a few aspects that remain unclear to us.

Thank you for being so patient.

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 GamblerZeus,

We have received evidence from the casino indicating that, prior to making the deposit from the joint account, you were informed that such a transaction would be considered a third-party payment.

Could you please clarify why you proceeded with the deposit despite being aware of this?

Your explanation will help us better understand the situation and assess the matter fairly.

Dear Martina,

Thank you for the opportunity to clarify. I would like to make the following critical points regarding the casino's claims:

1. Ownership of the Account: The account used for the €50 deposit is a joint bank account (en/of rekening) in my own name, shared with my wife. This is not a 'third party' deposit; it is my own legal bank account. I provided the casino with all necessary documents to prove my co-ownership.

2. Double Verification & Manual Unblocking (Jan 21st): This is the most important fact. After the deposit in question, the casino held my account for a 5-day investigation. During this time, they specifically asked for my wife’s ID twice, with several days in between. They had all the information and documents. Despite this, their security team made the manual and conscious decision to unblock my account and restore my balance on January 21st. By doing this after a thorough, multi-day review, the casino officially waived any prior warnings. You cannot 'clear' a player after a double verification and then change your mind 24 hours later based on the same information.

3. Source of the Winnings: My winnings were generated from a subsequent, fully legitimate deposit from my private, personal account.

4. Selective Enforcement: Even today, my account remains open for deposits and betting. If the casino truly considered me a 'risk' or a 'rule breaker' based on a prior warning, why are they still allowing me to deposit more money? This proves the rules are only applied when it's time to pay out winnings.

I acted in total good faith, especially after they manually reopened my account on the 21st. I saw this as the final confirmation that my verification was successful and that I was clear to play and withdrawal.

Sincerely,

GamblerZeus

Dear SkyHills Casino,

Can you please let us know what had happened? Thank you very much in advance