Skycrown Casino - The player's verification is delayed.

I wanted to withdraw an amount of 500 AUD which I won after putting 300 AUD over certain amount of time. While depositing the money it went smoothly but at the time of withdrawal it started asking verification. In fact, I submitted all the required documents immediately, but it has been over 3 months since verification pending status. Over the time period I used that winning money playing different games. My point is why the verification is taking such a long time? if they have such an efficient customer service team. They should not make false promises if they can't fulfil it. Seems something fishy out there.

Hello anoopaus18,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Skycrown Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did you make any new deposit since your verification begin?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

The verification has been pending since 13th August 2022. My driving licence was approved immediately, but my online bank statement and transaction history (for amount paid) document are still pending to be approved. My mobile has also been verified. I spoke to the casino on the next day after submitting my documents i.e. 14th August 2022. Yes, I deposited some money around 2-3 times since the beginning of verification.

Thank you anoopaus18 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear anoopaus18,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Skycrown Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Casino Guru Team and anoopaus18,

We want to inform you that we checked this situation and came to the conclusion that at the time of withdrawal, the player's account was not verified.

After canceling the withdrawal, the player was asked for the relevant documents for verification:

- Photo of the document, which proves his identity.

- Photo of a bank card that he used to deposit.

- Bank statement.

- Photo of the document that confirms his address.

Unfortunately, the player did not provide a photo of a bank card and his account remained unverified. In addition, the player did not confirm the registration e-mail address, which is mandatory during the withdrawal of funds from our casino.

Referring to all the details, we believe that this complaint should be marked as resolved, as the player was notified of the list of required documents and the corresponding actions.

Kind regards,

Sky Crown Casino team.

Dear anoopaus18,

This is Tomas, and I have taken over your complaint. Could you please advise if you have confirmed the email address? Have you sent a photo of the bank card you used for the deposit?

If these steps haven't been done, I believe that it certainly should help to get your account verified.

Please let us know. Thank you.

Kind regards,

Tomas

Hi Tomas,

With respect to the communication happened over this platform, I have submitted the required documents with successful email verification. Waiting on to see, how long does it take to get verification done, then can I consider the case to be resolved.

Thanks for your support. Will get back to you if anything else arises out of this situation again.

Dear Casino Guru Team and anoopaus18,

We would like to share good news regarding this case with you.

The player has uploaded all necessary documents for verification and at the moment his account is verified.

Thank you for your understanding and cooperation! We believe that this complaint can be marked as resolved.

Best Regards, 

SkyCrown casino team

Hello Skycrown Casino, thank you for providing the information.

Dear anoopaus18,

Could you please that this is correct and that the matter is now resolved?

Thank you both for your cooperation.

Kind regards,

Tomas

Dear anoopaus18,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.