SkyHills Casino - Player seeks refund and account closure.

After playing here for a long time, I found out that the casino operates illegally. In addition, they have repeatedly refused to close my account. That's why I asked for a refund of lost money. However, there was never any reaction to this. According to European law, due to the lack of the license, the terms and conditions can be declared null and void and they are therefore legally obliged to repay. In addition, I could make additional damage claims for repeatedly refusing to close my account. If we agree to a settlement, I will leave that behind.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• What were the reasons given to the casino for account closure?
• Could you please share your requests and the responses of the casino to your requests for account closure? Send the information to my email at [email protected]

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

In the attachment you can find some emails.

Everytime i asked for a clossure they offered me a bonus to keep me there. Besides that they are operating illegaly in the Netherlands.

Once i informed them about the fact that it is illegal what they are doing, they closed my account permanently and never reacted anymore. I would like to ask casinoguru to ask the casino to refund the netlosses.

Thanks for your patience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances. In the reason given to the casino for account closure, you didn't provide any reasons leading us to believe you are in need of player protection; therefore can't assist with a refund due to failed player protection.

Moreover, since we can't ask the casino for a refund due to missing a particular license, and you confirmed your player's account is closed, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.