SkyHills Casino - Pelaajan tili on suljettu ja saldo takavarikoitu.

Casino Name: SkyHills Casino

Complaint Title: Account closed without explanation – balance confiscated

Username at Casino: [hidden by Casino Guru]

Main Complaint:

On May 29, 2025, SkyHills Casino closed my account without prior warning and confiscated my entire balance (screenshot attached).

Their only response was a short message from the support team claiming a general violation of terms, without specifying what term was breached or providing any proof.

I sent several polite and formal emails (the latest on June 9, 2025), asking for clarification and a refund. All were ignored. I also contacted their licensing authority in Anjouan, who has not replied either.

I am attaching the following proof:

    •    Screenshot of my balance before account closure

    •    Their official email response

    •    My final unanswered emails

I am requesting a full refund of my confiscated balance and a proper explanation for the closure. I remain open to resolving this directly and professionally.

Dear kostass21pante38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SkyHills Casino regarding the closure of your account and the confiscation of your balance. To assist you better and clarify the situation, could you please provide us with the following details:

• What specific reasons did the support team provide for the account closure?
• Have you received any additional communication from SkyHills Casino after your last email on June 9, 2025?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to it.
• I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear kostass21pante38,

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.

hello mrs veronica,

I have sent many emails to the sky Hill support team however they have never came to me with a specific reason for my account closure. The last time they answered was 29 June 2025. I have passed the full KYC verification twice. I HAVE MADE A SUCCESSFUL WITHDRAWAL BEFORE IN THIS CASINO. THE MONEY I EARNED WERE FROM SLOTS I DID NOT HAVE BONUS ACTIVE. Thanks for your reply i am waiting for further information.

Please forward me all the additional communication between you and the casino customer support regarding the closure of your account and confiscation of your balance at veronika.f@casino.guru. Thank you for your cooperation.

good evening mrs veronica,

i have sent you every email i have sent to skyhills casino support and also i have sent their only answer to my emails. From my email you will see everything i have tried to communicate with skyhills.

yours sincerely,

K. P.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SkyHills Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear SkyHills Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Subject: Re: SkyHills Casino Complaint

Dear Pavel,

Thank you for your message and for continuing with my case. I appreciate your efforts and I’m available to provide anything else you may need.

Kind regards,

Konstantinos

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Normally, I would recommend you contact the Comoros Gaming Authority via the "File a complaint" field on the badge page and submit a complaint to them, however, the casino has chosen to hide the badge from their page so the players cannot lodge complaints with the regulator, so I cannot give you a link to it. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski