The player from Germany deposited €200, won €650, and uploaded documents for verification at Skycrown. Subsequently, their account was deactivated, and the withdrawal was still being processed. They had not received any emails regarding the issue. We attempted to gather more information from the player, but they did not respond within the given time frame. Consequently, the complaint was rejected due to lack of communication.
Skycrown Casino - Player’s account closed with €650 withdrawal pending.
Amount: €650
Skycrown Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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Public
4 months ago
Translation
Hello,
Today, I registered at skycrown and deposited a total of €200. I got lucky and made a withdrawal of €650.
I uploaded all the documents for verification.
Now, I can’t access my account (it says the account has been deactivated) and my withdrawal was still being processed at that time.
I haven’t received any emails since then.
I would like to have my money, please.
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4 months ago
Hello Mel27101,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Skycrown Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block the access until it is finished.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Hello
I uploaded several documents on June 19th.
I also spoke to support several times via live chat and they told me that they needed other documents. I uploaded over 9 documents in total. Unfortunately I can't say which ones were approved because a short time later I was no longer able to access my account.
I have already written several emails because live chat is no longer possible now that my account has been deactivated
I always get the same answer that my case has been forwarded to the relevant department and I should wait
It seems like this is a standard email because it is always the same email.
I have now asked a total of 7 times why my account has been deactivated, as this is about 650€ that I am still in the middle of paying out.
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4 months ago
Translation
This is all that is shown to me since June 19, 2024
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4 months ago
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Update
After 5 more attempts to get an answer, the casino informed me that they had permanently blocked my account at my request. I NEVER asked them to deactivate it! On the contrary, I requested a withdrawal of €650!
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4 months ago
Translation
It can't be that you deactivate my account even though I NEVER asked you to do so.
I want my money that I won
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4 months ago
Hello Mel27101,
Have you ever requested for self-exclusion or the casino excluded you from any in, and if yes, which one?
Please keep in mind my first post regarding the recommended time frame.
