Skol Casino - Player's deposits have not been refunded.

Hello. I am forced to file a complaint against the Skol casino. Because they are delaying my refund. I played my favorite game in this casino and made deposits of 350 EUR. When I made a withdrawal request, I received a letter saying that they cannot issue a withdrawal to my card with which I made deposits, and I can withdraw funds to my SWIFT bank account. I waited a few days, but I don't really care by which method I will receive my funds. I made a withdrawal to a bank account. But as soon as I made the withdrawal, I received a letter from them that they will cancel all my winnings, and the deposits will be returned to my deposit method that I used to deposit funds. After that, they asked me to send them my documents, namely a photo of my passport, a photo of proof of address, and a selfie with my passport in my hands. I sent them the documents as soon as I received the letter about it. A few days later, I contacted their customer service via chat and was told twice that my documents had been approved and verified. When I asked about my refund, the agent just closed the chat with me. I applied again and they told me that they could not help me with this. So I wrote an email to their support, asking them to explain to me why I still haven't received my deposits back, as they said in their letter. Unfortunately, they only answer me that they need time to resolve the issue. I note that I sent the documents on January 25, 2023 at 19:54. And they promised to return my funds after checking my documents. But today, February 1, 2023, my documents were checked and verified. And my funds are still with them, and they do not understand where my funds are now, and why they have not yet sent them to me by return, as they said in their letter. Please help me get my deposits back. This company breaks all terms with players and their customer support does not support their customers one bit. I am shocked by this attitude. My account has already been verified (it was also verified before playing them) But I still can't get my deposits back. I don't know where my funds are and what they are doing with them all these days.

Dear Oleksandrya,

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 clarify why the casino confiscated your winnings? Have you accumulated your winnings with or without an active bonus? Have you made any successful withdrawals before?

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 did not understand why they confiscated the winnings, I was playing my favorite game. But I agreed to their request to withdraw the funds to my bank account, but they did not withdraw the funds even to my account and asked me to send them the documents. My account was verified before I started playing them. But I agreed to that too. I sent all the documents they needed, and they said they checked them and verified them. But when I ask when I will get my deposits back, they answer that they cannot help me, and that it is not in their competence, and that I should wait for a response. Please help me get my deposits back. I passed their verification, I provided them with bank details, which means that only the owner of the account can receive the funds. But they deliberately do not give me the funds and deliberately do not help me withdraw my deposits

Hello. So will you help me get my deposits back?

This is the third week I have been trying to withdraw my deposits. But you don't even try to help.

so you just won't do anything? You won't even answer?

Thank you for your reply, Oleksandrya. Please understand that Casino.Guru Complaint Resolution Center is not a 24/7 live chat. I didn't reply as we also have days off. Thank you very much for your consideration.

Do I understand correctly that you have not been informed about the reason behind the confiscated winnings? 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.

they wrote me an email on February 9 that they had finally issued a bank transfer in my name. But 9 days have already passed, of which 7 are bank days, but I still haven't received the money.

unfortunately 10 banking days have passed. But the money was never returned to me. They wrote a letter and even provided a transaction number, but the funds were not sent. Because I played in another casino from their company in casino 21 and made a withdrawal to the same bank account, I received the funds the next day. And now 10 banking days have passed. There is no money, they just lie all the time that they sent the money, but in fact they did not. I don't know how to get my money back. Why do they write that we will return your deposits, and they do not. Please help me get the money back

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you very much, Oleksandrya, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Oleksandrya,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Skol Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Skol Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If a part of the player's winnings has been confiscated - why?

Why the player's withdrawal/refund has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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 Oleksandrya,

I received the following information:

• The complaint was resolved
• The user's deposits were refunded on 8th March 2023
• The casino contacted you directly and informed you about the update

Could you confirm it?

At this point, I sincerely believe it should only be a matter of time before the payment comes to you (if it has not yet). Please note it could take some time, so I am extending the timer until next Wednesday - 10 business days from March 8.

I will keep this complaint open pending your confirmation of a successful refund or an update.

Please let us know as soon as you receive the payment.

Dear Oleksandrya,

We are extending the timer. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, based on the gathered information, we will consider the complaint resolved.

Based on all the received information and the announcement in my last post, we consider the complaint resolved, and we will now mark the complaint as 'resolved' in our system.

Best regards,

Branislav, Casino.guru