I have been playing with them for a while overall deposited close to 20k and have not received the cp points promised on the casino site been stuck at level 3 for about 2 months and not moving no matter how much I deposited. Now the wheel spin is gone from my account I click on it and it does nothing but freeze. Any other bonus won't work either. When trying to get support they tell me to contact my VIP manager which I have daily with no response for 12 days. I have emailed and they agree it's wrong but won't do anything to fix it but tell me to wait for a reply. Seriously over it with them. Any ideas what to do?

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Skycrown Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• How long have you been a player in the casino, and when did you notice the VIP level progress and your bonus redemption got stuck?
• Do I understand correctly that the casino acknowledged the issue is of a technical nature and not a deliberate decision?
• Have you passed account verification in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hey yes I am all verified, they know the problem and keep telling me to wait with no idea how long it will be my VIP manager won't even reply for two weeks. And playing for over two months at least

I noticed pretty quick with it because I had used other casinos and like the leveling up bonuses Id say probably 2-3 days I asked straight away and got told that there was no issues and after a month of still no gaining any CP points they are investigating. Yet I have not heard from anyone with a solution only when I email them they say we have sent it to the appropriate department. Now it's beyond a joke.

Here are more conversations to help my case

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Thanks for the explanation and the provided information.

• Could you please share a screenshot of the VIP progress?
• Did you save the communication in which the casino denied that there is an issue? Could you please share it with me?

My email is [email protected]

I apologize for the inconvenience

IV uploaded a few deposits I can do more but my progress isn't updating which is the main issue so IV been stuck on this for a month or two now.

Also now I can't even access some providers like progamic games and there's a few others.

Thank you very much, dylandzundza1, for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello dylandzundza1,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Skycrown Casino to join the conversation and participate in the resolution of this complaint.

Dear Skycrown Casino,

Can you please explain the reasons for the issues the player is facing?

Kind regards,

Adam

This complaint has been marked as resolved by the player.

Dear dylandzundza1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Adam