Skycrown Casino - Player's withdrawal is delayed.

Ive been trying to withdraw funds $6,000 since the 6th May. The website terms and conditions say process within 72 hours which is not the case. I contact them everyday via chat and keep getting the response " please be patient, you will get funds" it's been 13 days and still no signs of funds. I can see in the casino account it's still sitting as pending. I can't speak to a supervisor or financial dept who apparently release funds. This is becoming a joke. They expect players to abide by terms and condition yet they can't even abide by them.

Dear Bekeahbek,

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 made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with an active casino bonus or a promotion?

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

Hi Tomas

This is my first withdrawal with the Casino. Im reluctant to continue playing if issues like this continue. Yes I have passed the verification I.d check. I had played out the promotional bonus.

I finally received a response which was quite confusing. There was no other information other than declined however I did receive a separate email requesting that I do 3 Separate transactions. This means I will have t wait further for the funds o reach my account as I'm back in que.

Did you request the three withdrawal requests as the casino suggested? Could you please forward the communication you received from the casino to my email at tomas@casino.guru?

Yes I had requested the transaction again with three separate amounts. I have sent out an email with the correspondence between us

The withdrawal transaction is now 2. One for $2500 21/5 and the other for $500 23/5. Both were approved right away . Haven't received funds in my nominated bank account for both

Sorry I meant $1500

Phil from customer support has been great to deal with. Probably the only one in chat that knows what's going o n. He has apparently escalated the matter to financial support cause I was told 72 hours I would have the funds and it's been more than a week with no sign of it.

Thanks for the continuous updates.

Please let me know when the withdrawals reach you or in case our intervention is needed. I'll set the timer for additional 7 days, and I'll await news from you.

Finally received funds today 👍👍👍

Dear Bekeahbek,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru