Skycrown Casino - Player’s account verification is delayed.

I can't get my account verified. I have sent numerous documents and keep getting asked over and over for the same stuff l have sent. I have done EXACTLY what l have been asked, then they ask for something else that l have already given them. It is so frustrating

Dear Shellyputt217

,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Which documents did the casino ask for repeatedly and what were its requirements?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

Dear Shellyputt217,

If you have been asked for a selfie with ID documents or specific instructions written on a piece of paper which is nothing unusual, please follow these important guidelines:

-     Do not edit the image in any way

-     The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light (glare). If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-     When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

I checked the selfies you sent to us and unfortunately, none of them seems to be acceptable.

If you are struggling to take the selfies by yourself, I would encourage you to ask friends or family for assistance taking these photos. If it's not possible, try using a tripod.

I hope these solutions will work for you.

Please let me know if there is anything else I might assist you with. I'll await your reply.

Player's message:

Hi Tomas,

After almost two weeks l have resolved this matter.

This site will not take downloads on identification, it must be done live on camera. It was never once mentioned that this must be the case, so each time l asked what could be the problem, any troubleshooting etc, l was never explained to me, so would not upload. When l explained my difficulty l was just given a robotic reply of what documents they required and after approximately a dozen attempts l only by chance uploaded from my camera, images, screenshots or gallery did my upload become successful. The accounts team was not helpful, but it was finally verified.

Thank you for your assistance, l finally got my cashout completed.

Regards

Michelle ****

Dear Shellyputt217,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru