The player from Germany had won 2400 euros but was unable to withdraw the funds using bank transfer, credit card, or Mifinity. Despite trying different devices and updating the browser as advised, only withdrawal options like Bitcoin were available. The Complaints Team explained that the availability of payment methods was influenced by various factors and not solely controlled by the casino. After the player confirmed her verification and mentioned a previous successful bank transfer withdrawal, the casino added more withdrawal options, and the player successfully received her winnings. The complaint was then marked as resolved.
Skycrown Casino - Player’s withdrawal is delayed due to unavailable payment methods.
Amount: €2,400
Skycrown Casino
Safety Index:HighSafety Index
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8.7
Skycrown Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I won 2400 euros at the casino. I deposited using bank transfer and Mifinity. Six months ago, a withdrawal via bank transfer was possible. Now, none of the withdrawal options show bank transfer, credit card, or Mifinity. When I asked in the chat, I was told to update my browser or use a different device. I tried that as well. I only get options for withdrawal with Bitcoin, etc.
Automatic translation:
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6 months ago
Dear Leandryne,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Skycrown Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you are able to choose Skrill or a cryptocurrency for your withdrawal?
Has the casino customer support provided any advice on how to withdraw if the deposit methods are not available for withdrawal, except for updating your browser?
Could you kindly confirm if you passed the full KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
My verification is complete. I made a withdrawal via bank transfer some time ago.
According to a chat employee, I could withdraw using Mifinity or bank transfer. After I sent them a screenshot with the withdrawal methods, I was told that they would forward it to the relevant department and I haven't heard anything from the casino since. The withdrawal methods listed are Skrill, Bitcoin, Litecoin, Ripple and Cardano, Tron, BNB, Ethereum and USDT.
I didn't receive any other information from support other than updating the browser or using a different device.
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6 months ago
When did the casino inform you about forwarding your issue to the relevant department? If you have any emails or other communication between you and customer support that could be relevant to the investigation of your case, please send it to me. My email address is veronika.l@casino.guru. Thank you.
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6 months ago
Translation
I have received my withdrawal. Withdrawal options have been added. Thank you for your effort.
Automatic translation:
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6 months ago
Dear Leandryne,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
