Skycrown Casino - Player’s struggling to receive his winnings.

Hello, i have an issue with withdrawal winnings from casino SkyCrown.

I've used my Visa credit card as a payment option, and wanted to use same card for withdrawal.

I have already completed my ID and payment method verification

This payment method should be available for withdrawal - according to both casino review page and casino's T&C page

https://www.skycrown.com/terms-and-conditions

12. WITHDRAWAL POLICY

The Website supports payouts via Original Credit Transfer (OCT) from Visa and via Payment Transfer from Mastercard. Additional requirements are that the respective credit card is not a corporate credit card and the card is issued in a supported country.

I have connected with chat agent and have been told that credit card withdrawals are not available without any ETA information to fix it.

I was suggested to use MiFinity / Neteller / Skrill, that are not available in my country, or Webmoney / Piastrix, that i don't see in casino's wallet page.

I've asked if i could use crypto for receiving payment - and the answer was again no (again crypto is available in wallet)

I don't know how to solve it and i haven't received any clear answer - my money are stuck.

Please help me resolve this issue.

Dear Alexander,

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

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 necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

hi Petronela, thank you so much for your response.

1) About the credit card withdrawal option payment - it is mentioned as enabled without any geographic or payment provider restriction inside casino's Terms of Service page, and here on CasinoGuru review page

• It's never mentioned that casino has any restrictions on it.
• Casino's support is replying that they have temporary problems without any estimate about when it would be available back (please see screenshot attached)

2) I would like to follow any casino instructions to withdraw my money, unfortenately i'm not provided with any instructions for valid payment methods.

I have received some default reply about payment methods that should be available in Belarus:

The following withdrawal methods are available for Belarus:

- Skrill;

- Neteller;

- WebMoney;

- Piastrix;

- MiFinity.

Actually, Skrill / Neteller / MiFinity are not working in Belarus right now.

I have Webmoney and Piastrix accounts available, but it's not even visible in casino wallet (see screenshot below)

I've asked support and no-one responded me about it

3) I have also valid IBAN number for my bank account with name, similar to casino account.

I've tried to use it, but it was again rejected, and no-one has explained to me why, my message was again ignored.

So i need someone from casino representative to provide me clear instructions of how i could withdraw my money

And few more notes.

1) Yesterday, on May, 28 i have received Visa Direct payment of 400 EUR from another casino of the same owner, and it works completely fine. I would be able to provide proof from my bank statement, if needed.

2) I have a variety of crypto currencies available for me to withdraw in wallet, but as support has explained, i can't use it as well for some reason. Again, crypto payments are mentioned here on casino review page, and there are no geographic limits on crypto wallets.

Please see proof below

3) Again, a quote from ToS 'Withdrawing' section - there is nothing about any geographic restrictions on my country

For Visa, the following countries are not supported: USA, Australia, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, Singapore.

hi Petronela,

please check screenshots above.

i'm not getting any solution on how to withdraw my funds, though i have provided everything from my side.

I need help of someone who is responsible for it from casino side with any acceptable payment method that is working in my country.

At least wire transfer to IBAN account is working for sure.

Thank you very much, Alexander, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Alexander,

I am sorry to hear about your negative experience. 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 state the reason why the player is not able to withdraw his funds? What steps should the player take in order to successfully verify his account and withdraw?

Thank you in advance for providing the information.

Dear Alexander,

In the meantime, I was provided with the following information from the casino representative:

• The casino investigated your situation and made everything to help you
• Unfortunately, Credit Card is not available for withdrawals due to your geolocation
• You were informed about recommended alternatives
• Payments in the amount of €610 have already been confirmed on the casino's side
• You have another €1000 in a pending withdrawal, which should be processed soon, and all next withdrawals will be processed after the current one

After gathering all this information I see progress. Your issue was significantly moved forward. The casino finally found a way how to pay you your funds.

Can you please confirm you were able to collect the payments of €610 and that you are waiting for another payment of €1000?

Could I consider the issue resolved, or would you like me to keep the complaint open until all your disputed funds will be withdrawn, please?

Thank you so much for your help with resolving this situation.

Withdrawal is completed and problem is resolved now

Great news! Thank you, Alexander, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. In the meantime, I received the information that all cashouts for the total amount of €3610 have already been confirmed on the casino's side, and the pending withdrawals should be credited to you in the following days.

As the main issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. In case the process would get stuck again, feel free to request a reopening of this complaint. However, we recommend to players wait at least 14 days after a withdrawal request.

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.

Best regards,

Branislav, Casino.guru