Skycrown Casino - Player’s withdrawal is delayed and repeatedly rejected.

In the past I had no problem with withdrawals, but this last one has been so stressful. They asked me for a paysafe receipt (which had nothing to do with my win), so l sent it, the utility bill with address, so l did. Bank statement with deposit and bsb number, so l did, then they wanted it in pdf form, so l did. Nothing l do is enough, l have complied with every request asked and it is still rejected. I wanted it put via visa transfer as they always did, now they say it is temporarily unavailable. It has been 18 days and still they refuse to give me my money. I have all the evidence to provide as proof. They keep stalling and say l am in a queue, but they have put back into my casino account 7 times now. So the queue line is a lie

Dear Shellyputt217,

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.

• Do I understand correctly you recently switched from depositing via bank card to depositing via paysafe voucher?
• Please note online casinos have the right to verify every payment method you use for deposits.
• What is the last deposit proof you were asked to submit to the casino?
• Could you please share more of the communication between you and the casino, so we may review what the casino has requested from you?
• Share screenshots here or submit the information to my email at tomas@casino.guru

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

Dear Shellyputt217,

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.

I have emailed all my evidence, to Thomas, being so long and drawn out, there is far too many documents to submit here.

Thank you very much, Shellyputt217, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 Shellyputt217, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Skycrown Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify why it is impossible to send a withdrawal to the same payment method the player used for depositing.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I have resolved the issues and got my money. Just pleased to finally have this over with so l can have options of other withdrawal methods as the visa way is not supported by the provider

Dear Shellyputt217 and Casino Guru team,

Thank you for your patience and for bringing this matter to our attention. We understand how frustrating delays can be and genuinely appreciate your cooperation throughout the process.

We are pleased to inform you that your withdrawal requests have been successfully processed. The amount of 250 NZD was processed on March 12, 2025, at 07:28:59 UTC, and 300 NZD on March 12, 2025, at 09:09:16 UTC.

We acknowledge the challenges you faced and regret any inconvenience caused. Please know that our verification procedures are in place to ensure the security of all transactions, and we appreciate your understanding in complying with these requirements.

Our team is always ready to assist you, so please do not hesitate to reach out to us at support@skycrown.com if you have any further questions or concerns.

Best regards,

Skycrown Casino Team

Thank you for the updates, everyone!

Dear Shellyputt217,

I'm glad to hear that you have finally received your withdrawals in full. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru