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I opened an account at sky city online casino.

I won some money so had to get verified.

I sent in the only thing I had which was a speeding fine from the courts with my name and address on it as I had to verify my address with a utility bill, nothing is in my name so I used what I had.

2 days later they put a 3000 nett loss limit on my account because I sent in the speeding fine from the court as verification.

They won't remove it!

They requested bank statements which I sent in, (very reluctantly as that's my business no one else's) I was told by Mila one of the managers that they would need verification I owned my business to remove it so I (very reluctantly sent them my certificate of incorporation.

The next day Mila email me and said that wasn't enough they would need business profits showing my business made a profit.

The ONLY REASON I SENT MY PRIVATE INFORMATION IN WAS BECAUSE SHE TOLD ME THAT IF I PROVIDED PROOF THAT I OWNED THE COMPANY IT WOULD BE SORTED AND REMOVED.

I told her that this was totally unacceptable as I was very hesitant about handing over my private information (very intrusive and none of anyones business but mine)

And I found this rude that she requested the statement and proof of ownership of my company and then they wanted more.

I'm appauled at how I have been labelled a problem gambler which I am not, then I supply them with what they want yet they keep demanding more!!

ENOUGH IS ENOUGH!

I have feel VERY upset about the whole experience and have been fed a pack of lies, then they demand more information from me on my finances.

I understand that they may have an obligation to monitor problem gamblers but using the court fine I sent in as means to punish me and mess with my private account which I deposited and withdrew money from was just down right RUDE.

I requested to be sent the complaints procedure and now I'm being ignored!

This SHOULD BE ILLEGAL.

I Was playing my game and suddenly a message appeared that I had reached the limit and I could not play anymore.

No warning nothing, then to spend hours and hours waiting for them to fix it, after about 4 hours a different chat person told me that even if they do there is a 24 hour cool down period....

I said unbelievable!!! They knew I was waiting for hours to get this resolved and it took them that long to inform me about this.

I have just been treated VERY POORLY AND I'M SAD AND UPSET TO BE TREATED THIS WAY. IT'S VERY UNPLEASANT.

DISCUSTING BEHAVIOUR SKY CITY AND MILA THE MANAGER SHOULD HAVE KEPT HER WORD.

1 OUT OF 10.

Dear Mazen,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but please understand, that each casino is unique and requires different documents from the player. It is nothing unusual to ask for a source of income. I checked the T&Cs and I found this:

„5.9 In certain circumstances we may also have to ask you to provide information in relation to your source of funds and source of wealth. This includes supplying a source of wealth declaration and any supporting documentation as to the declared source of wealth, including but not limited to, bank statements and payslips. We retain the right to lock Your Player Account and suspend any further deposits and/or withdrawals, if you fail to provide us with the information and documentation requested."

Regarding the gambling addiction tools - any casino has the full right to close the player's account, or apply some player protection tools in case they show any behavior indicating gambling addiction. Actually, we consider this to be responsible and the player protection is of very high quality.

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Hi I only have emails and there is no option to add them here.

My account is not closed.

They put the 3000 nett loss limit on my account, they asked for bank statements which I gave them.

I was chatting to Mila on the customer chat and she said that they just needed proof of ownership of my company.

As you can imagine I am very reluctant to share this private information with a casino as there has been cases of casinos selling information on to third parties...

As she said they just needed proof of ownership to lift or increase the limit I sent the documents through.

The next day they wanted a breakdown of my business deposits and my deposits from my business to my personal account which was the account I pay money into the casino from. I have many bank accounts and I only use one account to gamble from.

I feel this is very intrusive and when is it going to be enough?

The bank statements I gave was one from my painting company and one from my chem wash company.

These show from 23rd March to 25 May I had about $55 000 deposited in the accounts.

I feel that that should be plenty of proof that I can afford to gamble more than $3000 per month.

The next day they asked me to send them verification of my drivers licence which I replied to them (I'm already verified and sent that in a couple of days after I opened the account) as they were requesting it again I got really worried!!

They should have it already and if not where has my information gone!?

I replied that there is no way in hell I'm sending them any more personal data as they cannot be trusted to keep it secure!!!

I have every right to be concerned.

They later apologised and said they do have it on record....

I don't know what to believe!

I cannot trust them, they have lied to me. So I refuse to send anymore of my personal data.

I was told that the reason they put the 3000 limit on is because of the speeding fine I sent through from the court letter I received which was the only government document that I had to verify my address with.

NOT BECAUSE THEY FEEL I'M A PROBLEM GAMBLER.

That's my real issue and that's why I think I'm being treated unfairly.

I gave them what they asked for, more than I wanted to and they just want more.

It's unfair and borderline illegal.

They claim to have my best interests at heart but I'm not a fool, they are a casino they care about PROFIT NOT ME.

I'm a 45 year old successful business owner and a lot of my income is cash as well.

I can afford to loose 10k per month and that doesn't affect me.

It angers me that they give the impression they care when we all know the truth, they have laws to abide by fair enough but the whole reason for placing the limit on me is unfair.

It was all I had at the time.

I have paid my fine by the way.

I believe that I should be treated with respect and if I pay for a service I should receive that service.

That's what I do in business and I expect the same in return.

I don't have any of the chat, just emails, I'll try to attach them to the email you sent me.

This has just gone way over board on there part and I can't trust them to keep my data safe. Hence why I will not supply any more information.

They should have requested everything to start with and I would not have sent anything in.

Not long after I sent the bank statement and proof of ownership of my company I began to get strange spam emails from unknown sources!!

I'm really concerned that other people will be bullied by them like I have been.

I am still waiting for three withdraws I made 3 days ago to be sent to me as well.

A small amount of money but it's my money so I'm hoping that they give it to me.

I have requested my account be closed but I have not sent any more information to them and will not.

I want what is owed to me and a refund of my recent deposits on the day my limit was up because I had no warning I was close to any limit as I forgot about it because I didn't set the 3000, I was playing the slots and the message appeared that the limit was up, no warning nothing.

L

I set a 10 000 limit weekly and a 40 000 monthly loss.

Sorry about the book I have written but it's just NOT RIGHT!

They cover themselves in every way possible so they are blameless.

Discusting that they can get away with the terms and conditions they set.

We the customer's end up with no leg to stand on if something goes wrong with anything.

Thanks for getting back to me so quickly, I really appreciate it.

Kind regards

Mazen k.

Mazen, although I understand your frustration, the casino proceeded correctly in our opinion. Please, let me explain.

The situation in the world makes all casinos much more careful, because, believe it or not, many of them don't have bad intentions in their minds and they try to protect players from spending too much money. A lot of people have lost their jobs or had their salaries cut by employers, which has led them to try their luck and earn something by playing in online casinos in the safety of their homes. 

It is responsible for casinos to detect players that might be in a situation like this and to protect them by applying limits to their account.

In addition to this, I would like to explain the situation with the speeding ticket. Casinos are used to receiving specific documents as a proof of address, which is usually a utility bill, a telephone bill, a bank statement, etc. Speeding tickets are not very common (I am almost confident to say that they are not common at all), which raised suspicion. Without another, more official, proof of address, I am afraid that the casino won't verify your account. 

I understand your concerns, however, we aren't able to offer help in this situation, because we believe the casino didn't do anything wrong. We can only advise you to cooperate with the casino in order to receive your winnings or to go play elsewhere, in case you aren't interested in withdrawing your winnings after this negative experience.

If you decide to go play elsewhere, I suggest checking out our list of best online casinos to make sure you choose a good one: https://casino.guru/top-online-casinos#tab=RECOMMENDED

Please, if there is anything else that we could help you with, do not hesitate to contact us. Otherwise, we will reject this complaint. Thank you for understanding.

Hi there

Thanks for your opinion.

I'm already verified, they accepted the document when I sent it in a few months ago.

My issue was the limit.

If you think they have the right to say one thing then do another, in the case of saying they want just one more thing... Proof of ownership of my company. So I send it. Then Backtracking and demanding all my COMPANIES INFORMATION! that's YOUR OPINION.

They shouldn't have the right!

That's too intrusive and downright rude.

Something should be done about this.

I'm not applying for a loan just spending my OWN MONEY.

And no they don't care about gamblers!

They have laws to follow yes.

Anyway plenty of other sites.

And in sky cities case they received a warning from the DIA and internal affairs regarding them emailing clients during the lockdown when many people were out of work telling them they were operating as usual.

BREAKING THE LAW.

does that sound like they care or have gamblers best interests at heart???

Actions say it all.

Just bullies and liars.

Mazen, I understand your point of view, but please understand many casinos don't offer good player protection tools (or don't offer them at all). Here the casino probably noticed you've spent a lot of money in a short amount of time and therefore activated the loss limit until they make sure you really can afford to spend so much, which was the right thing to do.

Unfortunately, after gathering all the necessary information we are rejecting this complaint. We believe, that the casino proceeded correctly and we don't see here anything we could do. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.