Skycrown Casino - A retirada do jogador está atrasada devido a métodos de pagamento indisponíveis.

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.

Ich habe bei dem Casino 2400 Euro gewonnen. Eingezahlt hatte ich mit Banktransfer und Mifinity. Vor einem halben Jahr war eine Auszahlung via Banktransfer möglich. Jetzt bekomme ich bei den Auszahlungsoptionen weder Banküberweisung, Kreditkarte oder Mifinity angezeigt. Auf Nachfrage im Chat wurde mir gesagt, ich solle meinen Browser aktualisieren, bzw. ein anderes Gerät nutzen. Dies hatte ich auch versucht. Ich bekomme nur Optionen zur Auszahlung mit Bitcoin, etc.

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

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.

Meine Verifizierung ist vollständig abgeschlossen. Ich hatte bereits vor einiger Zeit eine Auszahlung via Banküberweisung getätigt.

Laut der Aussage eines Mitarbeiters im Chat könne ich mit Mifinity oder Banküberweisung auszahlen. Nachdem ich ihnen einen Screenshot mit den Auszahlungsmethoden gesandt hatte, teilte man mir mit, man werde es an die zuständige Abteilung weiterleiten und seitdem habe ich nichts mehr von dem Casino gehört. Als Auszahlungsmethoden sind Skrill, Bitcoin, Litecoin, Ripple und Cardano, Tron, BNB, Ethereum und USDT angegeben.

Andere Informationen außer der Browseraktualisiserung, bzw. der Nutzung eines anderen Gerätes erhielt ich vom Support nicht.

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.

I have received my withdrawal. Withdrawal options have been added. Thank you for your effort.

Ich habe meine Auszahlung erhalten. Die Optionen der Auszahlung wurden zugefügt. Vielen Dank für Ihre Mühe.

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