HomeComplaintsSkycrown Casino - Player’s winnings haven’t been received yet.

Skycrown Casino - Player’s winnings haven’t been received yet.

Amount: A$7,500

Skycrown Casino
Submitted: 30 Jan 2025 | Case closed : 21 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Australia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was not resolved due to the player's lack of response to the Complaints Team's inquiries regarding the status of the withdrawal and necessary documentation. Consequently, the complaint was rejected as further investigation could not be conducted.

Public
Public

I have submitted a withdrawal of 7,500 and it is not approved and for the third time I have been asked to provide copy of my latest deposit.


I had previously shared my bank statement for the card used to deposit when attempting to withdraw previously. They rejected the withdrawal citing technical issues and then removed the debit card for the withdrawal options. I am now tempting to withdraw using EFT and have not heard back.


can you please help?

Public
Public

Dear Molowana,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Public
Public

This is the third time I have attempted the withdrawal


they cancelled the previous withdrawal and credited back to my account

Sensitive attachment
Sensitive attachment

Sensitive attachment
Sensitive attachment

They continue to ask for confirmation of my deposit showing the exact time this took place. I have spoken to my bank and they don’t provide this information. I have shared my bank statement showing the transaction as well as screenshots of my account showing it


asking for the exact time when it’s not available from my bank is just unreasonable

Public
Public

Dear Molowana,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Public
Public

Dear Molowana,

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.

Public
Public

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.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news