Skycrown Casino - Player’s withdrawal has been delayed.

Hi.

I have a big problem.with Skycrown casino. The keep canceling my withdrawl. I have tried numerus way to get to the money but bothing is working. The suport team is a laugh, the just keep wanting more documents witch I already submited multiple times. They have canseld my withdrawel more than 10 times.

Dear katjatonic,

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

Dear katjatonic,

Have you received your withdrawal from the casino yet?

Hi.

I have been rejected at least 30 times if not more. I contacted their suport, I gave them all the documents, but still nothing. This is frustrating.

Thank you for your reply, katjatonic. Have you made any successful withdrawals before? Do I understand correctly that you still have not passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Hi.

I have not recived any succesfull withdrawls in the past.

Yes the verification proces is still not fully finished. Its been more than a month. On their page says that verification can last about an hour. I have contacted theis support team multiple times , gave them all my documents and still nothing. They have succesfully verifeid 3 of my documents, the other ones are still waiting. No I have not played with bonuses

Could you please advise which documents you have already provided and when exactly you sent the last one? Which documents have been approved? 

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I will sent you all tge documents via email.

Thank you very much, katjatonic, for your cooperation. 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.  

Thank you very much.

Dear katjatonic,

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear katjatonic,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Dear katjatonic,

We’ve reopened this complaint at the request of SkyCrown Casino.

We've received following e-mail :

"We would like to address the matter concerning the player's withdrawal requests, which were declined due to the verification of the account.

In each declined withdrawal attempt, the player was asked to upload a card statement (used for deposits), featuring the card numbers and the owner name. However, the player hasn't uploaded the requied document, therefore all next ensuing requests were declined too. Should evidence be necessary, kindly inform us.

Currently, we await the submission of the required document. Once the player uploads the required document and initiates a new withdrawal request, it will be promptly reviewed.

Thanks for understanding and cooperating!

Best Regards,

SkyCrown Casino Team"

Katjatonic, could you please confirm, the card statement is of the same card, that was used for depositing into your account? If yes, could you please try to re-submit the mentioned document again?

Hi.

I re-submited the document.

And yes, the card is the same that I made the deposit from.

They did not reviev any of my documents exept 3, and this is taking more than a mobth nkw. This is frustrating. I need to know if any of the documents are not correct.

Dear Skycrown Casino,

Could you please clarify, why the player still hasn't passed the verification process?

Thank you,

Mirka

Dear Katja,

Thank you for bringing this matter to our attention, and we appreciate your continued efforts to ensure fairness and transparency.

Unfortunately, as we can see, you have uploaded a document on which the card number is not visible. 

It must be one official document (card statement) from your bank, where the owner's name and card number must be visible.

We appreciate your understanding and cooperation in ensuring a fair and transparent gaming experience for all players.

Best regards, 

SkyCrown Casino Team

Dear katjatonic,

After further examination of your documents I have noticed, that the the number on the bank statement you submitted is your account number (IBAN), visible on the back side of your card.

The number, the casino requests, that needs to be visible on the bank statement seems to be the one on the front side of your card (marked as Št. kartice/PAN).

Would you please be able to obtain and submit a bank statement, with mentioned card number included?

Thank you,

Mirka

Thank.you for explaning me. I was asking them multipletimes what exacly do the want. I will.submit the document today.

Dear katjatonic,

Could you please inform me, if you have been able to pass through the verification process, or if you have received any other relevant information from the casino?

Thank you,

MIrka

Hi. I am.waiting from the bank to send me somekind of a paper that shows that the card is mine. I cant bealive that a banknstatement isnt enaugh.

Dear katjatonic,

Have you been able to successfully pass the verification process?

Hi. My bank is nit advusing me to out any more papers and documents to the casino. They have my utility bill, my cards from bith sides, my card with me on the picture my bank statement with my name and my account number. They havent veryfied any of my documents still.

Dear katjatonic,

I understand that it can be frustrating to continually provide documents for verification. However, it is necessary to complete the verification process. You mentioned that your bank advised you not to provide any more documents to the casino. Have they also refused to provide the document needed for verification? If not, I suggest that you obtain the required document from your bank and provide it to the casino.

No the bank is advaising me not to send tge paper that the card belongs to me. DON'T yoi think that all the dovuments from abive is enough? My card, my face with the card, drivers licence, my utility bill, my cards statement. At this point I stringly bealive that this casino is a scam. My two friends that played on the same casino have the same isues with cashout. Why dont the alow me to cash out on netleter or my visa? There has to be a way.

Dear katjatonic,

I strongly recommend that you provide the casino with the necessary documents. I am afraid, that without your cooperation with the casino, it is impossible to proceed with your verification and withdrawal process. Please inform me, when you will be able to submit the document to the casino.

Dear katjatonic,

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.