Skycrown Casino - Игрок заявляет о задержке выплат.

First, I don't live in Puerto Rico, but somehow I can't change the country.

I'm new to this casino, and I won €5000, but I'm only getting standard responses about my payout. Since I've found complaints about this casino online, I'm assuming the casino is trying to block my payout. My VIP manager, Gilly, is also not helpful. On the contrary, she told me that the payout was approved, which is not the case.

Zunächst, ich lebe nicht in Puerto Rico, aber ich kann das Land nicht ändern. Irgendwie.

Ich bin neu bei diesem Casino habe 5000 € gewonnen und werde nun hinsichtlich der Auszahlung immer mit Standard Antworten vertröstet. Da ich im Internet Beschwerden bezüglich dieses Casinos gefunden habe, gehe ich davon aus, dass das Casino versucht, die Auszahlung zu verhindern meine VIP Managerin Gilly ist auch nicht hilfreich. Im Gegenteil, sie sagte mir, die Auszahlung sei genehmigt, was aber nicht der Fall ist.

Dear fabi22,

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.

Thank you for the answer. I'm verified. I'll just wait and see.

Vielen Dank für die Antwort. verifiziert bin ich. Ich warte dann einfach noch mal ab.

I have received my money. This can be deleted

Ich hab mein Geld erhalten. das kann gelöscht werden

Dear fabi22, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru