SkyCity Casino - Player's account has been blocked.

Skycity online casino blocked my account more than two weeks now and keep asking for verify documents although the same documents be submitted and verified before. They use this excuse to lock my account and I can't do a withdraw. When I deal with them, they always takes couple days to reply every email I send.

Now they told me that they gonna change to a new operator to run the casino and if I am not accept the new terms and conditions and could choose to opt out but have to do that before 29 Mar. However when I ask them if I decide to opt out, can I get my money back before 29 Mar. The helpdesk said can't answer my questions, but will escalate to the management team. However, I've been waiting for a day now, I still didn't hear anything back.

If I choose to opt out or closed my account now, I am sure I won't get my money back. Any recommendation to solve this problem,,, Thanks!

Dear Mable,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that you provided all the required documents, but you still haven't received confirmation regarding successful verification?

Do I understand correctly that the disputed amount (NZ$ 1,504.61) is currently being held in your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Kristina

Hi Kristina

My last documents that I send to them for verify is on Monday, and those documents actually been uploaded and verified done before. Since Monday, I didn’t hear any reply regarding of the documents verification. They just keep asking me for the same documents as an excuse to keep my money.

Yes, The amount of NZ $1504.61 is sitting in my account.

As they told us two days ago they gonna change over under a new operator from MT Secure to Silvereyes. They need me to accept the new terms and conditions by 29 Mar that I don’t want to. So I send them an email to Helpdesk and inform that I want to opt out the changeover. Now they closed my account and said will requested a manual withdraw and will reply me within 24 hours.

But till now again I still didn’t receive any email. I will attached the email to you as reference.

Thank you very much for assistance.

Kind Regards

Mable

Thank you very much for your reply, Mable. Since the casino has sent your withdrawal manually not so long ago, I would recommend that you wait for a few more days. We usually give casinos 2 full weeks to process the payment. I will keep the complaint opened, and if there is no development by the end of this time frame, we will intervene. Please, keep us updated in the meantime. Thank you in advance.

Hi Kristina

Just would like to inform that finally I have received a confirmation email regarding of my withdraw request. They told me that the money will takes up to 5 working day to process.

Therefore I am waiting, hopefully can get my money back by the end of next week. Once I’ve got my money back will updated you as well.

It’s just a nightmare. I’ve been upset for three weeks time because of this company’s policy and their useless replies, hopefully this is the end now. I definitely will tell everyone I know to stay away from them.

Anyway, thank you so much for your assistance. I really appreciated it and hope you have a wonderful day!

Kind Regards

Mable

Thanks for the update, Mable. Sounds like we are on the right track now. Hopefully, you will receive your withdrawal soon.

Dear Mable,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi Kristina

Yes, finally I have received my money back. It was tough experience so I definitely won’t get back to this casino anymore.

Thank you so much for your help and it’s really appreciated.

Kind Regards

Mable

Awesome news, Mable. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.