The player from Germany is experiencing difficulties obtaining his promotional winnings. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Skycrown Casino - Player’s struggling to receive his winnings.
Amount: €100
Skycrown Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi. I won a cash drop playing Big Bass Splash. Unfortunately, the profit from the promotion is not credited to me, although the offer is even displayed on the page and I am in the list of winners 100 euros cash drop as real money credit. I played for 50 cents with real money.
Automatic translation:
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1 year ago
Dear Diggio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised what has caused the delay? Was the tournament (promotional offer) organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it along with any supporting evidence to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello. The promotion is from Pragmatic Play Cash Drop, I have also already sent screenshots to the casino. You have won a prize 100 euros.
The casino just said they can't see the win in history. I will also forward the screenshots to them.mfg
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1 year ago
Thank you very much, Diggio, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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1 year ago
Hello Diggio,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Skycrown Casino to join the conversation.
Dear Skycrown Casino,
Can you please provide more information on why was the win of €100 not awarded to the player?
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1 year ago
Dear Diggio and CasinoGuru team,
We would like to share the good news with you.
Player's winnings from Big Bass Splash Prize Drop (Pragmatic) in the amount of 100 EUR were successfully credited to the account.
Hope that this situation may be considered as successfully resolved, and you are pleased with the time spent in our casino.
Thank you for understanding!
Best Regards,
SkyCrown Casino team
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1 year ago
Thank you for the response, SkyCrown Casino team.
Dear Diggio,
Can you please confirm that the €100 was credited to your casino account? If so, can we consider your complaint to be resolved?
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1 year ago
Translation
Hello yes I got the 100 euros thank you.
Thanks also to Casino Guru
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1 year ago
Dear Diggio,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
I would like to thank both parties for their 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,
Michal
Casino.Guru
