SkyHills Casino - Player's account has been closed.

Dear Casino Guru,

I am reaching out regarding an issue with Skyhills Casino that requires urgent attention. I initially requested self-exclusion in haste after a difficult night, but shortly afterward, I contacted the casino to retract this request. Despite this, my account was closed without addressing my outstanding funds.

At the time of closure, I had three pending withdrawals totaling €3,000, along with an additional €300 remaining in my account. The casino has not provided a clear resolution regarding these funds, which is highly concerning. I believe this matter has been handled unfairly, and I would like to formally request your assistance in resolving it.

Please let me know the appropriate steps to take and what actions can be pursued to recover my funds. I appreciate your time and look forward to your response.

Best regards,

Gurinder

Dear gsm20,

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.

• Could you please clarify when exactly was your account closed?
• Have you made any successful withdrawals before?
• Did you pass the verification before you lost access to your casino account?

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

Dear Kristina,

Thank you for your response.

My account was closed early Sunday morning. I haven’t made any withdrawals before—this is my first time. I did pass the verification check on Friday, but I was asked to provide further documentation to withdraw the balance, €300, on my account yesterday.

Two of the three withdrawal requests were made on Friday, and I have yet to receive any funds.

I would appreciate any updates on resolving this issue as soon as possible.

Best regards,

Gurinder

Thank you very much for your reply, gsm20. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank you for your continued assistance.

I have now received my withdrawals; however, I am still waiting for my €300 refund. It has been seven days, and despite repeated assurances that it is being processed, there has been no actual progress.

What can I do at this point to ensure the refund is processed? Please let me know what steps I can take.

I would like to emphasize we always give the casino two full weeks to process each payment. It can take even longer if a refund is being processed.

Since you have successfully received the rest of the payments, I would suggest we give the casino a few more days to process the last transaction. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your refund soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear Kristina,

I’m pleased to confirm that my refund has now been received. I truly appreciate all your assistance throughout this process. Thank you for your patience, support, and prompt follow-ups, it’s been greatly appreciated.

Best regards,

Gurinder

Dear gsm20,

We're glad to hear that your issue has been resolved. We'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,

Kristina

Casino.Guru