Skycrown Casino - 플레이어의 출금이 지연되었습니다.

I am a fully verified player with sky crown. I requested a withdrawal of A$7000 on Feb 15 and it is yet to even be approved.

I recent withdrew 7500 and that went through in a week but this has been well beyond.

I am constantly just told they are working on it with no line of sight on what the hold up is.

the verified player information states fast withdrawals… this is not fast at all

Dear Molowana,

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.

It has been 14 days today

Dear Molowana,

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.

Still has not been approved and the customer service continuing to just send auto generated comments about being patient

Still no movement here

Thank you Molowana for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Molowana,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Skycrown Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Molowana can expect his withdrawal to be processed?

Thank you Martin. I look forward to hearing from casino rep.

Now been 24 days and still not processed with no update

Hello Molowana,

we have already messaged a casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Dear Molowana and Casino Guru team,

Thank you for bringing this situation to our attention. We are truly sorry for any delays you have experienced, and we understand the frustration this may have caused.

We want to inform you that part of your winnings, specifically 6,000 AUD, was processed on March 12, 2025, at 13:38:14 UTC. The time of crediting the funds via Bank Transfer can take up to 7 working days (excluding weekends).

Please note that all withdrawals are processed in the order they are received. Additionally, there are withdrawal limits in place, as outlined in our Terms and Conditions. The relevant details are shown on our website https://www.skycrown.com/terms-and-conditions in the "Withdrawal Policy" section, or you can also refer to the following screenshot: https://prnt.sc/LYODiDpjz-x2

We are always ready to help, so if you have any further questions or concerns, please do not hesitate to contact us at support@skycrown.com.

Thank you for your patience and understanding.

Best regards,

Skycrown Casino Team

Thanks for that but you haven’t responded specifically about the request to withdraw A$7,000 submitted on Feb 15.

as you say the terms and conditions state that you withdraw up to A7,500 a day or A15,000 a week or A$45,000 a month…

I withdrew in total A$20,500 in three seperate requests. A$7,000, A$7,500 and then finally A$6,000. Yes this is over the weekly limit collectively but the first two are under the weekly cap and have not been processed. Now you have processed the smaller and latest request without actioning the others - even processing one of the others would be within the cap.

why is this the case?

I would also note that it has been 26 days since my first request therefore a month has almost past so the withdrawal is well within the monthly cap. Presumably the reminder will be processed within days?

I would also like to note that the three withdrawal requests were spread out over 6 days as per below.

A$7,000 - 15 Feb

A$7,500 - 20 Feb

A$6,000 - 21 Feb

Still confused why the latest request was processed ahead of others given you state they are processed on first come first serve basis

Keen to hear an explanation and update on when remaining requests will be processed

31 days and counting for my request Skycrown…

Dear Molowana and Skycrown Casino representative,

thank you very much for your responses, we hope things will be moving in the right direction from now on. The complaint will remain open until all money is paid out. In the meantime, please keep us updated on any future developments.

Martin this need to be put back on the rep - I have had zero progress and not receiving any meaningful updates on progress

Dear involved parties,

I am extending the timer by further 7 days. I would now like to ask the casino to respond to this complaint and update us on the current state of the matter.

35 days and still no update at all - very disappointing for a casino I have played at for years

As an update I have just seen one more withdrawal approved and I am just awaiting for the last withdrawal to be approved.

A$7,500 submitted on Feb 20.

Dear Molowana and Casino Guru team,

Thank you for your continued patience and for staying in touch. We truly appreciate your cooperation throughout the process.

We are pleased to inform you that the withdrawal of 7,000 AUD was successfully processed on March 24, 2025, at 16:29:05 UTC. The remaining request of 7,500 AUD is in its final stages and will be completed within the next few days.

We understand that the wait may have been frustrating, and we sincerely apologize for any inconvenience caused. Please rest assured that we are doing our best to ensure the final transaction is completed smoothly and without further delay.

Our team is always here to assist you, so if you have any further questions or would like an update, please do not hesitate to contact us at support@skycrown.com.

Best regards,

Skycrown Casino Team

Dear Molowana and Skycrown Casino representative,

thank you both for the update. I am happy to hear things are moving along. I will leave this complaint open until Molowana confirms the last withdrawal has been paid out.

Thank you Martin - I will update once received and let you know if any issues in meantime.

Just as an update - yet to receive approval on the final amount

Dear Molowana and Casino Guru team,

We appreciate your continued engagement and the opportunity to resolve this matter together.

We are pleased to confirm that the final withdrawal request of 7,500 AUD has been successfully processed on March 28, 2025, at 15:43:09 UTC.

We recognize the delays you experienced throughout this process and truly regret any inconvenience this may have caused. Ensuring secure and timely transactions remains a top priority for us, and we thank you for your patience and understanding while we finalized the necessary steps.

If there is anything else we can support you with, feel free to reach out to us anytime at support@skycrown.com — our team is always happy to help.

Best regards,

Skycrown Casino Team

Dear Skycrown Casino representative,

thank you very much for the update. I appreciate your responsiveness during the resolution of this complaint.

Dear Molowana,

can you please confirm that your withdrawals have been paid out, so we can close this complaint as resolved?

This has now been paid out - I want to express my concern with the experience. I should not need to come to casino guru to have the casino action requests.

I will note for the casino rep - I have recently lodged another A$7,500 request and I hope I do not need to come back to Martin to sort out again

Dear Molowana,

we're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Skycrown Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru