Skycrown Casino - O jogador afirma que o seu pagamento foi atrasado.

I have been trying to withdraw since the 18th of may, and i keep getting emails saying my luck has not passed but I have met all the requirements iv sent them over and over all the documents needed to verify.

Dear tashalea01,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear tashalea01,

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.

No I still have not been able to withdraw. I keep getting mixed messages, one minute they are telling me my account is verified and then I’m told it’s not, then an hour later I’m told it is. I have supplied all documents and they keep rejecting my withdrawal requests

Dear tashalea01, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Have you made any successful withdrawals before? No I have not.

Could you please confirm that you have passed the KYC verification? I am being told two different things, on live chat I’m being advised I am not verified, but I have two emails saying that I am. I have sent all relevant documents numerous times

Did you accumulate your winnings with or without an active bonus? Without a bonus.

i will send through all correspondence to your email.

Dear tashalea01, has the casino given any explanation for why your withdrawal request was canceled?

Have they asked you for any additional documents or steps for verification after you sent everything in?

Have you tried to submit a new withdrawal request since the last canceled?

Hi,

no they have not provided an explanation as to why. I have supplied everything they have asked a few times now, they keep asking for a photo of me holding a lined piece of paper saying hi sky crown with the date and holding my ID aswell, which I have done and it was verified but they still keep asking and I have supplied it every time. But still nothing. I have tried to submit another withdrawal request’ a few times but it has been cancelled.

Thank you very much, tashalea01, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you tashalea01 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Skycrown Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Thank you for the update tashalea01, you will need to pass the video verification before we can continue with the resolution of the complaint. Please keep us informed about any new developments.

This is the first time they have mentioned this so I have asked when I am able to complete this as I do have all the information they’re asking for

I have just had my video conference for verification, so now I have to wait for an answer from the casino. They barely looked at my identification just asked alotnof random questions for example do I have a strategy when I play.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Tasha and Casino Guru Team,

Thank you for your continued patience and for staying in touch with us. We genuinely value your cooperation throughout this process.

We would like to inform you that the problem with the withdrawal of funds is due to incorrectly filled in data during the withdrawal.

Pay attention that you entered a double name separated by a dash in the withdrawal data. We strongly recommend that you enter data without using dashes to avoid errors. Please, be kind to enter your bank details correctly and put the entire amount to withdraw.

We sincerely apologize for the delays you encountered and greatly appreciate your understanding. Please rest assured that ensuring the timeliness, security, and accuracy of transactions is a top priority for us.

If you have any further questions or need any assistance, please feel free to reach out to us anytime at support@skycrown.com — our team is always here to help.

Best regards,

Skycrown Casino Team

Thank you to both parties for the update. Please keep me informed about any further developments.

I am currently waiting on the money to be deposited into my bank

Dear tashalea01, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

So today it has been 7 business day, which skycrown said 5-7 and I have not received my winnings and I emailed to ask about it but have no response

Thank you for the update tashalea01.

Dear Skycrown Casino representative, can you update us on the situation with the player's funds? Thank you in advance!

Yes I still have no funds in my bank account and my casino account is disabled

Dear Tasha and Casino Guru Team,

Thank you for your continued patience and for staying in touch with us. We genuinely value your cooperation throughout this process.

We want to inform you that your withdrawal request is currently being processed. We assure you that we are doing everything possible to ensure that your funds are returned to you as soon as possible.

We truly regret the delays you experienced and deeply value your patience. Please be assured that we prioritize the timely, secure, and accurate processing of all transactions. Thank you for your understanding!

If you have any further questions or need any assistance, please feel free to reach out to us anytime at support@skycrown.com — our team is always here to help.

Best regards,

Skycrown Casino Team

It’s coming up to being almost two months now! This is an extreme amount of time to be waiting

Dear Tasha and Casino Guru team,

We sincerely apologize for the extended waiting time and any inconvenience this may have caused.

We are pleased to confirm that the withdrawal of 9,111.95 AUD was successfully processed on July 7, 2025, at 12:19:15 UTC. 

Thank you for your continued cooperation and understanding throughout this process. Should you have any further questions, please do not hesitate to reach out to us at support@skycrown.com. We are always here to help.

Best regards,

Skycrown Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tashalea01,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter