The player from Australia had faced difficulties withdrawing funds from the casino due to a request for a specific document showing transaction details of a past event, which he had claimed was non-existent. Despite having provided a bank statement and detailed transaction history, the casino had insisted on the unobtainable document. The player had also reported that his email was blocked during the dispute. Eventually, after much communication, a support representative from the casino had accepted the provided documents and processed the withdrawal. However, without a final confirmation from the player, we had to reject the complaint.
Skycrown Casino - Player's withdrawal is delayed due to requested documentation.
Amount: A$1,000
Skycrown Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
I am trying to withdrawl some money but there asking for a transaction done months ago that needs to display my name, account, date and time and that document does not exists. I upload a bank statement and they complain there is another transaction on there and there is no time, so I upload a detailed transaction but that does not display my name and have told me they won't do anything without this document I can't get.
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1 year ago
Dear makavle89,
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. Do I understand correctly that this missing document is the only obstacle standing between you and your winnings? Did the casino request any other documents? If yes, have they all been approved?
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,
Kristina
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1 year ago
They asked for my ID and everything but then requested the transaction of a (payID) deposit done months ago. I provided a statement that had all the imformation they wanted but the statement had a second transaction on it as you can only get statements for the days not a single transaction, and even provided proof from my bank representative telling them this fact, but because of the second transaction on there they won't accept it they want a receipt of the transaction in a statement format and that is just not possible.
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12 months ago
They have now blocked my email address while trying to resolve the issue.
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12 months ago
After allot of back and forth it seems one of there supports had enough of it and just accepted the papers and my withdrawal is now been processed
