Skycrown Casino - Player is unable to request a withdrawal.

I read your review about Sky Crown - I have been trying to withdraw $120 from them for the past mth. I deposited via visa and was then told I couldn't withdraw back into my visa account. I was then told I could do an international bank transfer and I provided a letter from my bank, the SWIFT no, ID etc then I was told the minimum I could withdraw was $750. I was then told to open a Mifinity account which I did and again provided all the necessary documentation. After this the support team emailed me and said I could make my withdrawal. Guess what I couldn't because even though they told me the minimum was $30 it is in fact $750 and they have now told me to deposit a further $630 so I can withdraw my original $120. I have asked to speak to the support team manager but they won't allow this. Twice the support team have given me incorrect information and I've done everything they have asked me to do but still I can't withdraw my money.

The site states that I can only withdraw my money by using the same means that I deposited with -which again isn't correct as they won't pay back to the debit card I used to deposit. Can you help me please because they are just making this so impossible for me.

It is just dragging on and on ..............

Dear MissMolly1,

Thank you very much for submitting your complaint and reading reviews on our website. I’m sorry to hear about your negative experience with Skycrown Casino.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

However, in your case, I reviewed the casino terms and conditions and I found this: https://www.skycrown1.com/en-NZ/terms-and-conditions

12. WITHDRAWAL POLICY

The minimal amount for withdrawal is €20 or an equivalent. The maximum amount for withdrawal depends on the payment method you use. If the requested amount exceeds the limit of a particular payment system, the amount will be withdrawn in installments.

Would you be able to forward the relevant communication between you and the casino to my email at tomas@casino.guru?

I’ll await your reply,

Best regards,

Tomas

Dear MissMolly1,

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.

Please don't reject I will send you the correspondence

Thank you very much, MissMolly1, for providing the necessary information. 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, MissMolly1,

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

 

Dear Skycrown Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw her balance successfully? What are the available options for withdrawals?

If we are talking about her new MiFinity account created recently just due to the casino's recommendation, what does the casino needs to process a withdrawal to this payment method?

Should the player decide to withdraw using Bank Transfer, will it be possible to withdraw the additionally deposited funds without wagering them?

Thank you in advance for providing the information.

Dear MissMolly1 and Casino Guru Team,

We would like to share good news regarding this case with you.

The player has uploaded all necessary documents for account verification, including MiFinity confirmation, and at this moment player's account is verified. We recommend the player request a MiFinity withdrawal according to the information that is specified in his e-wallet.

We hope everything has been clarified, and this complaint will be marked as resolved.

We are very grateful for your understanding and patience.

Best Regards,

SkyCrown Casino team

The response above from Sky Crown is incorrect. For me to withdraw from Mifinity the minimum is $750

which I explained in my initial message.

Thank you both for your replies.

Dear MissMolly1,

If I understood it from the provided screenshots correctly, the minimum of $750 was valid for Bank Transfer. The minimum for MiFinity was $30, and you should be able to request a withdrawal via this payment method without problems.

Can you please try to request a withdrawal using MiFinity and provide us with an update?

Please provide us with screenshots in case of any problems.

Looking forward to hearing from you.

you will see how Mifinity was rejected when I tried to make a withdrawal in Jan

This is from the Mifinity Q&A page. I deposited via my debit card.

What is the withdrawal policy?

 James

1 year ago Updated

Follow

Not yet followed by anyone

Withdrawals to credit / debit card are possible

In line with the applicable laws, MiFinity will remit amounts only to the same payment method from where the funds deposited into your account originated.

Credit / debit card withdrawals are processed to the card(s) that were originally used to deposit. Should a User have more than one registered credit/ debit card, the withdrawal will be processed to the primary credit/ debit card (being the account from which you deposited the most of your deposited funds within the last 6 months), assuming withdrawals to this card are possible

 

Please see my 1st email about MiFinity

any progress please

Hello are you still looking at my case.

Dear MissMolly1,

We were/are waiting for an update from you.

The casino's instructions and advice above were clear. Please, read my previous post and answer the question or provide me with a screenshot of a new MiFinity withdrawal request.

In the meantime, your gaming account and MiFinity account have been verified (that was the problem before). Why did you request a withdrawal using a Credit Card? What is the current status of this withdrawal?

If it was rejected, can you please request a withdrawal via MiFinity, and let us know about the progress?

oh I thought I did reply to your question. I can not withdraw my $120 because the minimum is $750. I deposited with my debit card unaware that they wouldn't credit it back to my debit card. The casino told me to open a Mifinity a/c to get paid now it's not even an option on the withfrawal screen.

Below is a transcript of my conversations with Sky Crown over the past 2 days and still I'm no better off.

Amelia

 Hello! My name is Amelia. I'll be more than happy to help you!

As you can see I was talking to Daisy yesterday

A

Amelia

How can I help you?

she told me to enter my Mifinity account no and withdraw. Except Mifinity is not showing as a payment option anymore.

please read notes rom yesterday so we are on the same page with this

A

Amelia

Let me double check this information, and I’ll be right back with you.

A

Amelia

To successfully resolve this issue, we advise you to go through the troubleshooting procedure by doing the following steps:

- restart network connection;

- clear browser cache/cookies;

- change the browser;

- use incognito mod in the browser;

- if it doesn't help, then you can also try to change the device (log in to the website via PC / phone).

If the problem persists, contact us again with a description of the situation and a screenshot.

i have done everything she told me.

I sent her a screenshot and asked her where Mifinity was on the withdrawal screen.

She replied with a ring painted around the mifinity account space. I still couldn't find it

she said she had found it on my screenshot which isn't true bcos I still have a copy of my screen shot and Mifinity is not showing on the withdrawal screen

A

Amelia

Could you please provide me with a screenshot of your wallet page?

i hope u are reading everything

can you show me a screenshot of the withdrawal screen

i have tried different browers and different devices and done all my updates etc and nothing

r u there

A

Amelia

Bear with me for one moment while I confirm this information.

I just want a screenshot from u

A

Amelia

Sorry. Could you please clarify if you use VPN?

no i dont

im getting nowhere with this.

you aren't sending me a screenshot or telling me why Mifinity isn't showing on the withdrawal screen. u just keep asking questions, Al the prev messages should explain and I've been trying for mths to withdraw and I jst get people like u who completely ignore wat i ask.

or you keep me waiting bcos you are confirming info. Obvisously you aren't confirming anything

A

Amelia

I'm afraid, it may take a bit more time, your patience is appreciated.

why im asking for a screenshot wats the problem

this waiting is so ridiculous

wat is the problem

talkk to me!!!!!

I'm getting nothing from you and I've been here close to 30 mins

????

worst customer service

delivered, not seen

this is the end of the transcript and I'm no further ahead.

Could you tell me if Mifinity is showing for you on the withdrawal screen please.

no email from SkyCrown casino responsible team

Hi - have you had any luck with this please as the people I speak with are no help at all on their chat platform.

Dear MissMolly1,

Can you please send me a screenshot from your account cashier - withdrawal section, where I could see the complete list of payment methods available for withdrawals?

Unfortunately, I cannot check it myself because I would probably have to make a deposit first.

Feel free to share it here or use my email (branislav.b@casino.guru).

Could you confirm you followed all the given instructions above?

"To successfully resolve this issue, we advise you to go through the troubleshooting procedure by doing the following steps:

- restart network connection;

- clear browser cache/cookies;

- change the browser;

- use incognito mod in the browser;

- if it doesn't help, then you can also try to change the device (log in to the website via PC / phone)."

If there are any steps you have not done or do not know how to do, let me know and I will try to help you.

Hi - below is my last conversation with SkyCrown which says MiFinity is no longer available.

So it seems I have to deposit another $630 in order to make an international bank transfer

of min $750. This seems so unfair.

I have uploaded my new card and a letter from my bank confirming that my debit card belongs to me.

The response I got was that my verification hadn't been approved as I need to provide a bank statement in my name. So I contacted Skycrown via chat and they are totally impossible to deal with. They can't even give me a straight answer andI've just wasted another 1/2 hr with them.

Today

Thank you for contacting SkyСrown support service. Please select the problem you are trying to solve.

Please note that support agents CANNOT issue bonuses.

hello

Thanks for your message! The team will get back to you as soon as possible by email (p*************.nz) during the working time of the support department. Thank you for your understanding!

Consider adding any details that might help the team to answer your question.

D

Daisy

Hello! My name is Daisy . It will be my pleasure to assist you.

D

Daisy

How can I assist you?

can you tell me why my docs weren't approved and now I'm being asked for a bank statement in my name. I have already uploaded a confirmation letter from the bank. Don't tell me that I will get an email as you did b4 becos no email was sent to me.

D

Daisy

Please wait a minute I need to check the information.

Today

D

Daisy

Your account is verified.

Unfortunately, card payments are temporarily unavailable for making withdrawals.

For a successful withdrawal of funds, we recommend you to use one of the following alternatives:

Skrill

Mifinity

Please bear in mind, that you need to make the minimum deposit with a new payment method in order to activate it. Then you need to verify it, uploading the screenshot/photo to confirm the deposit. No worries, you do not need to wager your deposit with x3 wager in this case.

did you read my message

D

Daisy

Please wait a moment, I'm about to check the information regarding your account.

i would like to speak to someone else. You weren't helpful the 1st time and you're not helpful now.

D

Daisy

Do not worry, we will obviously help you.

you don't even read my messages

P

Phil

Hello! My name is Phil. It will be my pleasure to assist you.

great can you read my1st message

P

Phil

Do you mean that you have problems with verification?

yes

why are they asking for a bank statement when I've uploaded a letter from my bank

P

Phil

Just a moment! I will check information for you.

We would like to inform you that you are successfully verified now.

You do not need to upload it.

so they have accepted my letter

P

Phil

Which letter do you mean?

the confirmation letter from my bank

this is the reason I've contacted you

P

Phil

Which letter do you mean, Pauline? Please describe your problem in details.

hello?

P

Phil

Which letter do you mean, Pauline? Please describe your problem in details.

if you read my 1st message today you will know what I'm talking about.

P

Phil

Please describe your problem in details.

please read my 1st message. what is wrong with u

ive already described it

P

Phil

Could you please specify your request?

Dear MissMolly1,

Thank you for your email and screenshot.

Do I understand correctly that your pending withdrawal request from March 12, 2023, was denied?

Have you ever made a successful deposit to your gaming account with MiFinity?

As I can see from the emails you have provided us, this has not been done and could be a problem.

Hi you will see from my prev messages that Mifinity is no longer available so I can't withdraw from them now anyway. You will also see that Skycrown have been no help to me whatsoever and won't even accept a letter from my bank verifying that my new card belongs to me. They are impossible to deal with.

Dear MissMolly1,

I am sorry for the delay. However, I am afraid my questions have not been answered.

"Do I understand correctly that your pending withdrawal request from March 12, 2023, was denied?

Have you ever made a successful deposit to your gaming account with MiFinity?"

no I have neva made a deposit via MiFinity. I was told to open a MiFinity a/c so that I could withdraw to it,

which isn't correct as you can only withdraw to the same method you made a deposit from. But that doesn't matter now because MiFinity is no longer a withdrawal option with SkyCrown.

Yes all my withdrawals have been denied hence the reason I contacted you.

I have sent them a screenshot of my new debit cared, a letter from my bank confirming my debit card belongs to me and another letter from my bank verifying my bank a/c but it was all declined. When I spoke to their agent he said my account has been verified which is true but my verification (ID) hasn't been approved but he just didn't get it.

Alright, MissMolly1, thank you for the update.

Dear Skycrown Casino Team,

As you mentioned, the player's account should be completely verified.

Is the player obliged to make a deposit via MiFinity to be able to withdraw using this payment method? May this be the reason for the unavailability of this payment method in her account?

If MiFinity is not available to the player anymore, or it is not available in the casino at all anymore, what is your suggestion for a solution for the player's issue if she keeps refusing to deposit several hundred via another payment method (withdrawal via bank transfer)?

hi - have you had a reply yet please from Skycrown

Hello,

Not yet, we are waiting for its reaction to my previous post.

Thank you for your patience and understanding.

Dear MissMolly1 and Casino Guru Team,

We have already double-investigated this case and would like to shed some light on the situation. At the time of the player's verification, MiFinity was still available for withdrawal, and she was notified of this as well.

However, this payment method has been temporarily disabled at this time, for which we sincerely apologize.

To make a manual withdrawal, we ask you to write to us at support@skycrown.com where you need to indicate:

- full name

- e-mail address of MiFinity wallet

- account number of MiFinity wallet

In case of any additional questions, feel free to contact our support team - we work 24/7 and will be more than happy to help you!

Best Regards, 

SkyCrown Casino Team

Thank you, SkyCrown Casino Team, for the update and explanation.

Dear MissMolly1,

Can you please confirm you have already contacted the casino according to the above instructions and provided it with the requested details? Have you received a response? If yes, what information did you receive?

Is there any progress on your issue?

I will contact them now

I haven't heard back from the casino

No one has contacted me yet from Skycrown

Dear SkyCrown Casino team,

Could you please look at it with the casino's support or a responsible person (support@skycrown.com), and provide us with an update? Do the personal details provided by the player to the stated email address meet all requirements? Is it possible to make a manual withdrawal?

Dear MissMolly1 and CasinoGuru Team,

We would like to share the good news with you.

The withdrawal in the amount of 180 NZD was successfully processed on our side on April 26, 2023 14:07 UTC. 

Hope that this situation may be considered as successfully resolved, and you are pleased with the time spent in our casino.

We are really sorry for the inconvenience caused.

Kind regards,

SkyCrown Casino team

Thank you

Thank you very much for your reply and the update, SkyCrown Casino team.

Dear MissMolly1,

Could you please confirm that your disputed winnings have been credited to your payment method? Is there anything else I can help you with, or we can consider the complaint resolved?

yes they have credited MiFinity a/c

now I'm waiting on Mi Finity to respond as I'm unable to withdraw it.

What great news!

Thank you, MissMolly1, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your withdrawal has been completely processed.

However, since the main issue has been successfully resolved on the casino's side, they cannot influence the issue that occurred between you and the 3rd party payment provider, it is not needed to keep the complaint open anymore, and we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for your issue with the inability to withdraw your funds from MiFinity, please, do not hesitate to contact me via email (branislav.b@casino.guru), and I will try my best to help you outside this thread.

Thank you, SkyCrown Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru