Skycrown Casino - Player's verification document is not being accepted.

Hello, I have uploaded an address verification document directly from the tax agency, which is accepted by all casino sites. However, this casino seems to NOT accept anything.

Dear mdarowiche1978, 

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 advise if your proof of address is the only identity document that the casino has not yet approved?

Has the casino explained why your document is unacceptable and what requirements it should fulfill?

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, 

Veronika

Dear mdarowiche1978,

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.

Hi, they still haven't verified my documents

Thank you for the information. Before we proceed with your case, please forward me all the communication between you and the casino customer support that could be relevant for the investigation of your case. My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Fort not verified

Thank you very much, mdarowiche1978, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you mdarowiche1978 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Skycrown Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear mdarowiche1978, Veronika and Peter,

We hope this message finds you well. We wanted to follow up on a recent complaint raised by the player regarding his experience with our casino.

First and foremost, we want to extend our gratitude for your cooperation in addressing this matter. We value the feedback from our players and strive to ensure that their experiences with our platform are positive and seamless.

Regarding the player's complaint, we'd like to provide some clarification. The player's account was indeed in the process of verification, and he had submitted all the required documentation. However, there was one additional document necessary to complete the verification process: a recent document confirming their address, such as a utility bill or bank statement issued within the last 90 days.

It's important to note that the player currently has all the necessary documentation for withdrawal. However, due to the cancellation of previous withdrawal requests, there was a delay in processing.

As for the withdrawal process, the player had initiated withdrawal requests, but unfortunately, he cancelled them before withdrawal could be processed. We had advised the player to wait for a processing period, during which withdrawals are confirmed from our end. Regrettably, the player cancelled the withdrawals and proceeded to play with the funds.

We appreciate the player's patience and understanding in this matter. We remain committed to assisting them with the verification process and any further inquiries they may have. If there are any additional questions or concerns, please do not hesitate to reach out. We are more than happy to provide further assistance.

Thank you once again for your collaboration and understanding.

Best Regards, SkyCrown Casino Team.

Thank you for the clarification Skycrown Casino representative.

Dear mdarowiche1978, if you played your funds as mentioned by the casino representative we will unfortunately no longer be able to assist you further in this matter. However, if you would like to resolve your verification issue please let the casino representative know here so we can resolve it. Thank you in advance!

They got proof of address from the IRS which is accepted by all online casino sites everywhere this they did only to prolong my withdrawal process waiting for me to exchange it which I stupidly did.

Dear mdarowiche1978, please understand that verification 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 licensed casinos takes verification lightly and it might take a few working days to complete this thorough process.

If you have trouble with patience and waiting that long I recommend checking out our guide on How to Gamble Safely so hopefully next time you will be able to cash out your winnings. As mentioned previously we will now have to reject your complaint. I am sorry we could not be of more help on this occasion.

Kind regards,

Peter