Skycrown Casino - Виведення виграшу гравця відкладено.

Dear Casino Guru Complaint Team,

I am writing to formally lodge a complaint against Skycrown Casino regarding a withdrawal issue that has remained unresolved for nearly a week.

I requested a withdrawal of 3800$ AUD on 15 Sep 2025, and despite multiple follow-ups via email and live chat, I have not received the funds. The support team continues to respond with vague assurances, stating that withdrawals are processed on a "first come, first serve" basis, but no timeline or resolution has been provided.

I have:

Completed all necessary KYC verification

Met all wagering requirements

Provided all requested documentation

Attempted contact via email [email protected] & [email protected] with no response

Engaged with live chat agents who repeatedly ask me to "wait"

This delay is unacceptable and has caused significant inconvenience. I am requesting your assistance in mediating this issue and ensuring that Skycrown Casino honors its withdrawal obligations promptly.

Attached are screenshots of my withdrawal request, chat transcripts, and any relevant correspondence.

Thank you for your time and support.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Dominika,

I still haven’t received my withdrawal. I reached out to Gilly, who was assigned as my personal manager from Skycrown, and was advised to cancel the original request and submit a new one—splitting the amount into two withdrawals of $1,500 x2 and one of $800.

According to the transaction records, the $1,500 and $800 requests have been accepted since Saturday, but I’ve yet to receive any funds.

If possible, could you escalate this matter to someone on the executive team? I’d like to formally raise a complaint. It’s frustrating that deposits are processed instantly, yet withdrawals face delays.

If fraud prevention is the concern, similar restrictions should apply to deposits as well.

Players expect a seamless experience both when depositing and withdrawing.

Dear player,

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 send a screenshot of the new withdrawal requests you made?

Did the casino provide any reason why you had to submit new withdrawal requests—was it related to withdrawal limits or any other policy?

Have you contacted the casino to confirm if they require any additional documents or verification from you?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru