Skycrown Casino - Povlačenje igrača je odloženo zbog problema sa dokumentima.

I joined and deposited $50. I got some bonus credits and it went up to $140 or something like that. I played all of that and had a balance of zero.

I then deposited another $50 and played and went up to a total of $116.

I have then tried to withdraw AU$115 I have gone through the verification process numerous times. I have uploaded numerous documents and keep getting told that they’re not the right format or they are not the right document. They won’t specifically tell me what I need. I have follow instructions and I have scanned all original documents and cards and uploaded it to their system yet they keep denying my withdrawal. I want my money back. I believe they’re being deliberately deceptive and ambiguous.

I have provided passport Australian drivers license front and back , bank card bank statement they basically had my whole life in documents and keep telling me it’s not good enough. I need your help please. I have scanned an uploaded PDF for identification and they keep telling me that it’s screenshots but it’s not

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Hi Atilla,

thank you for the help so far

I have provided drivers license front and back, I have provided a bank statement which also has my address on it. I have provided a picture of my bank card front and back with the numbers showing that they have requested. I have done a selfie holding my passport. I have done screenshots of the actual deposits that I made.

All of the main documents were scanned and then sent in PDF format. Previously I had taken photos of them using their camera option and other times. I had taken photos myself and uploaded They keep changing the goal posts and saying it’s not the right document or format. I can provide copies if required.

it is 8 pm Australia Australian eastern standard time and I have once again resubmitted all the documents.

Hi

any updates ?

can you provide an email where I can forward you the documents so you can see what I’ve provided and what they keep rejecting?

Thank you for your reply. You can reach me via email at attila.g@casino.guru. Additionally, could you please forward your communication with the casino in relation to this issue as well?

Thank you for your patience and cooperation.

Hello AB1983,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response, and I apologize for my late reply. Could you please advise on the reason you no longer have access to the original email address associated with your casino account? Additionally, have you reported this issue to the casino's customer support or reached out to them to update your email address?

Thank you for your patience and cooperation.

Dear AB1983,

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,
Attila
Casino.Guru