Skycrown Casino - Player’s withdrawal has been delayed.

I have been trying to get Skycrown Casino to refund my NZD$400 funds to my credit card since 30th June 2024. I have uploaded all the verification documents and sent them many messages without any luck.

Dear kazzan75,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Skycrown Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain in more detail why you refer to the payout as a refund? On what grounds have you requested a refund?
• Have you received any feedback regarding the verification of your documents?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent the relevant information to your e-mail address Tomas.

Thanks

Karen

Thanks for your reply.

I checked the email but I haven't found the 'skycrown letter2' and 3 you are referring to. If you meant to send them they weren't included.

I have sent a new e-mail with the letters attached.

Thanks

Karen

Thank you very much, kazzan75, for providing the necessary information. 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.  

Dear kazzan75,

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 clarification regarding this case?

Thank you in advance,

Mirka

Dear CasinoGuru Team and Karen,

We hope this message finds you well. We are reaching out to address an ongoing issue regarding a refund request from our player. 

Upon conducting a thorough review, we have found that not all requested documents have been provided. Specifically, the required bank statement containing the following details were missing:

Clearing number (BSB code)

Account number

Beneficiary name

Without this crucial document, we were unable to process the withdrawal request. 

Furthermore, as we can see, that the funds in question were used for gaming activities.

Additionally, it is important to note that withdrawals to credit cards were canceled due to technical reasons. We have advised the player to use alternative withdrawal methods to facilitate the withdrawal process.

We appreciate your understanding and cooperation in this matter. Should you have any further questions or require assistance in submitting the necessary documents, please do not hesitate to contact our support team.

Sincerely,

Skycrown Casino.

This online casino is the worst i have ever experienced in regards to withdrawing funds I have never had these issues with any other online casino that i have used. The excuse of technical issues is just rubbish, I don't believe anything this casino says. I will never be using it again.

Dear kazzan75,

Have you been able to submit the requested document?

Dear kazzan75,

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.