Skol Casino - Player’s account is closed and funds are delayed.

The casino is not cooperating in paying out my winnings, even though all documents have been sent and verified. The process has now taken about six months. The casino no longer responds to my emails. I have also been banned from the casino and am not receiving any explanation as to why, even though I have not breached any rules.

Dear Sirkki0,

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. 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus? If so, which bonus did you use?

Could you please share your communication with the casino regarding the withdrawal and blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear Sirkki0,

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.

I sent an email

Dear Sirkki0, could you please share your communication with the casino regarding the withdrawal and blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

They don't answer me anymore.

Dear Sirkki0, please share your previous communication with the casino before they stopped answering you.

Here is my last message sent and also the casino's last reply to me

Thank you very much, Sirkki0, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Sirkki0, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Skol Casino representative to join this conversation. 

Dear Skol Casino, could you please provide more information about this case? 

Looking forward to your reply.

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.

Dear Sirkki0, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

Katarina