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I have been trying for over a week now to withdrawal my $300 that I won. I have contacted them so many teams and I am outaged that it is so difficult. I have done everything they asked. They won’t help explain it any further but I don’t see how it can be so difficult.

Dear firefly10ster,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Has your withdrawal been pending for a week? Or you are not able to request a withdrawal at all? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have never been able to withdrawal. No they go pending then cancelled around 30 mins later sometimes even quicker. Yes i'm pretty sure all my verifications are correct, they have not asked me for any more , but did initally which i uploaded. Sorry I was meant to add all the photos but accidently submitted after one. I have attached these ones to show how they have been getting rejected time and time again, I've contacted them numerous times but they just keep saying to get the clearing code right and account number which i know are right, I have also tried every variable possible with bsb and account number, without bsb and just account number.

Thank you very much for your reply, firefly10ster. Do I understand correctly that you currently do not have any pending withdrawals?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

None pending at this stage. Every time I try they go to pending then cancelled not long after that.

I really just want to know how it is suppose to be filled out. As I am clearly doing something wrong as it keeps getting rejected.

Thank you very much, firefly10ster, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you.

Hello firefly10ster,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Skycrown Casino to join this conversation and participate in the investigation.

Can you please provide us with an explanation of the issues in the completion of the KYC procedure?

Thank you.

Best wishes,

Tomas

Thanks Tomas.

Dear firefly10ster and CasinoGuru Team, 

We have already double checked this case and would like to shed some light on the situation. 

At the current moment, the player should attentively enter bank data while making a withdrawal request via Bank Transfer. 

Especially, the player should pay attention to ACCOUNT NUMBER, CLEARING NUMBER. 

According to the data in your statement, you need to enter:

- in the ACCOUNT NUMBER field > account number

- in the CLEARING NUMBER field > BSB code

These bank details must be entered without dashes and spaces.

After the player makes a new withdrawal request and enters bank details correctly, it will be checked and proceed in a timely manner.

Best regards,

SkyCrown Casino Team

Ok so that’s pretty what I have done in multiple ways. I will try again and let you know.

So I thought I was going to work. But then the day after it got cancelled again.

I’ll try again tomorrow. Otherwise I’m at a loss.

This is how I fill it in. Still gets declined. What am I doing wrong.

I really like this site but won’t be spending anymore money until this gets settled.

Dear Skycrown Casino,

Can you please comment on the above screenshot? Is everything filled out correctly? If that is the case, why is the player getting their withdrawals rejected?

Thank you.

Kind regards,

Tomas

Dear firefly10ster and Casino Guru Team, 

Thank you for inviting us, we are more than happy to help you! 

We would like to inform you that BSB and Account number were entered correctly. 

However, Beneficiary name is indicated wrongly, as a result, the withdrawal was declined. The player should put her first name and last name separately, as it is stated in her bank document. 

We would like to thank you for cooperation and hope that firefly10ster will successfully make her withdrawal attempt. If you require any additional assistance, do not hesitate to contact our support team via live chat or e-mail.

Best regards,

SkyCrown Casino Team

Ok I will try that.

Dear firefly10ster,

Please let us know once your withdrawal is successful. Thank you.

Kind regards,

Tomas

I will certainly do that once I see the money. Appreciate your help.

Got this today. So once I see the money. I’ll message here.

Money is in my account. Thank you so much Tomas and Sky crown for helping me sort it out.

I’m very grateful 😁

Dear firefly10ster,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas