Skycrown Casino - general discussion (page 9)

Yeah I see.

Anyway, complaint is open.

So, your first post was indicating about your complaint and when it will be opened or to something else?

Can you please tell me something about your situation in this casino?

Pretty sure ive already explained my situation in great detail. But long story short , I won $500 without using any bonuses. At first they stalled by getting me to upload and reupload the same documents until finally I was verified, now after so many attempts of withdrawing my money they keep refusing to do so without any indication as to why or when.

That sounds quite unpleasant. I can see that you went through a verification process that was far from straightforward. It must be frustrating when you want to withdraw your money but cannot do so because a document keeps being rejected and you have to submit it repeatedly. That is certainly not something I would want to experience either.

When you then encounter another problem with the withdrawal without having any idea why, it understandably does not inspire much confidence in the casino.

I hope our Complaints Team will be able to help resolve the situation and that you will eventually receive your money. Please also keep us updated here on the forum and let us know whether you ultimately receive it.

So what's going to happen now? I can still log into my account. Only difference is the money I'm trying to withdraw has not been returned to my account. Normally after trying to make a withdrawal, waiting, then being rejected, the money gets returned to my account.

Well, frankly, I think we’ll have to wait. Tomas, your mediator, is on holiday, but more importantly, this is something the casino needs to fix on its end.

The mediators are trying to get the casino to focus on the problem. When things reach the point where a player has to submit a complaint with us, it suggests the issue hasn’t received enough attention, or at least that’s how it feels to the player.

To be completely honest with you, we can’t resolve this directly ourselves. We need the casino to respond and cooperate, usually by explaining what’s happening and providing updates on its progress.

Simply put, there isn’t much we can conclude or suggest when the casino hasn’t been clear about the issue itself.

Now it’s going to take a lot of patience. There’s also a chance the casino will act on its own, since it’s notified of every complaint submitted against it on our website, at least.