Skycrown Casino - Pelaajan voittojen nosto on viivästynyt.

I am submitting this complaint because I currently have AUD 13,500 pending for withdrawal from SkyCrown Casino. 

To minimize the risk and follow what I believed would be a smoother withdrawal process, I did not request the entire amount at once. Instead, I divided my withdrawals into AUD 1,000 transactions, while the remaining balance is still in my casino account.

Despite this, my withdrawal has now been pending for almost 48 hours, and I have not received any clear explanation for the delay.

I have contacted customer support several times, but I keep receiving the same generic copy-and-paste responses stating that my withdrawal is "being processed" and that they cannot provide an estimated timeframe. None of my questions have been answered.

I would like to know:

* Why is my withdrawal taking so long?

* Is there any issue with my account, verification, or payment method?

* Is my withdrawal going to be paid?

* When can I realistically expect the approval and payment?

I have successfully withdrawn from this casino before, which makes this situation even more concerning. The lack of transparency is causing me significant stress and making me lose confidence in the withdrawal process.

Unfortunately, if my money is not paid, I have very limited options to resolve this matter.

In addition to these pending withdrawals, I still have approximately AUD 65,000 remaining in my casino balance that I intend to withdraw in the future.

I would also like to point out that I have successfully completed withdrawals from SkyCrown Casino in the past without any issues. My account has already been verified, and I have not been informed of any problems with my identity verification or documentation.

I have contacted customer support many times over the past two days, but every conversation has resulted in the same generic, copy-and-paste responses. None of my questions have been answered, and no one has provided a specific reason for the delay or a realistic timeframe for processing my withdrawal. Despite my repeated requests, my case has not been escalated to someone who can provide a meaningful explanation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jribeiro,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand, but it has never taken this long before. The only difference this time is that I won a significant amount of money playing Live Blackjack.

Every time I contact support, I receive the same automated responses, and unfortunately my VIP Manager does exactly the same. On top of that, it takes up to three days just to receive a reply.

As a customer, I feel like I’m being treated unfairly. I’ve spent and lost a lot of money at your casino over time, and now that I’ve won, I’m left without any clear explanation or timeframe. All I’m asking for is honest communication and transparency regarding my withdrawals.

Dear Jribeiro,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jribeiro,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru