Skycrown Casino - Player's large winnings withdrawal is delayed.

I won a jackpot in the 4th feb I won $40,250 AUD on ROYAL JOKER, I have been verified they paid me $1500 second withdrawal as first was $6000. Second have been paid no other monies and despite my constant attempts to call and email support I keep getting the same reply that I will have to wait. And I have waited now 17 days. I had no bonus and have committed none of the casino breaches. Hoping to be paid the money as soon as possible.

Dear annettelachat75,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• When was the last time you received a response from casino support?

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,

Tomas

The casino responded to me yesterday via support with the generic reply stating most are paid within 1day and yes I am verified. They all so emailed me stating all I had to do is wait on the 19th February saying I would be paid but they could not give me a timeframe.

thank you

Sorry after the reply I stated mine had taken 17 days so what happens now and they closed the chat I have a screen shot of this.

Thank you very much, annettelachat75, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear annettelachat75,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Skycrown Casino representative to join this conversation.

Dear Skycrown Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

I would like to say they paid me another $2000 but I’m supposed to be paid $7500 a day and up to $45,000/ month. I have not received anymore for 2 days and the litecoin is supposed to be instant. I would really like it paid out in the next 3 days as per the terms and conditions of the casino.

Dear Mirka, Tomas, annettelachat75,

 We sincerely appreciate your patience and understanding during the recent process of verifying your substantial winnings at our casino. We understand that waiting for the verification can be challenging, and we regret any inconvenience caused.

The verification process for such substantial amounts requires careful scrutiny and time, as we prioritize security and fairness for all our players.

Regrettably, we acknowledge that, during the verification period, you chose to play with the funds you had won, anticipating the validation of your winnings. We understand that this situation may not have been ideal, and we apologize for any frustration it may have caused.

We want to assure you that our team is continuously working to improve our processes and minimize the time required for verifications without compromising on the integrity of our operations.

Once again, we sincerely thank you for your understanding and patience. Congratulations on your impressive win, and we look forward to serving you better in the future.

Best Regards, SkyCrown Casino Team

Dear annettelachat75,

Could you please confirm, if I understand it correctly, that you played through your balance?

Thank you,

Mirka

Dear annettelachat75,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.