On the 26th of July I withdraw $1000 today it is the 21st of August and I still haven’t got the money. This is absolutely ridiculous. Every response is automated and the same as the last.

I keep being told that they are experiencing a high demand of withdrawals and it is a first come basis so it will talk longer than they expect. But they keep saying how I’m a valued customer and I need to be patient. There has to be a law out there regarding payouts and how long they should take right? Almost 30 days. 1 month for $1000 from a casino that makes millions.

Dear Farther, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Hi Veronika,

No I have not made any withdrawals before.

I have passed all verification processes.

There were no active bonuses involved in my winnings.

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

Hello, Farther, 

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Skycrown Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear Skycrown Casino, 

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? 

Thank you in advance for providing the information. 

So what happens now? After the timer runs out?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear, Farther, 

I wanted to let you know that recently I was contacted by the casino representative and they informed me that they will provide me with the necessary information/feedback during next week.

Therefore, I am extending the timer by another 7 days and providing the casino with a few more days to respond. Please keep in mind that there is weekend and I am kindly asking for your patience and understanding.

Best regards,

Endri from www.kpvfaw.com

Dear Samuel and CasinoGuru Team,

We appreciate your patience and understanding while we investigated and resolved the delay in your withdrawal. We understand the frustration you experienced during this period, and we sincerely apologize for any inconvenience it may have caused.

We want to inform that there was a technical issue on the provider's side with payout via Interac (bank method), that affected the processing of transactions. We're pleased to inform you that the player has made a new withdrawal request (2023-09-15 21:13 UTC) in the amount of 1000 AUD. We kindly ask you to wait until the funds appear in your account. It may take up to 5 -7 working days. 

Regarding your concerns about payout duration, we understand your expectations and would like to provide some clarification. The time it takes to process withdrawals can vary depending on several factors, including transaction volume and payment method. While we strive to process withdrawals as quickly as possible, unforeseen circumstances, such as the recent issue, can lead to delays.

We value your patronage and would like to express our gratitude for your patience during this challenging period. To show our appreciation, we would like to offer you 40 free spins on your next visit to our casino. 

Once again, we apologize for any inconvenience you may have experienced, and thank you for your understanding. We hope that this situation may be considered as effectively resolved, and you are satisfied with your experience at our casino.

If you have any questions, feel free to contact us directly vie e-mail or live chat. We are working for you 24/7.

Warm regards,

SkyCrown Casino team

Hello SkyCrown Casino Team,

Thank you very much for the update. We will keep this complaint open until confirmation of the withdrawal from the player.

Dear Farther,

Could you please confirm here that you have received your winnings and that the payment was successful?

We will keep this complaint open until your confirmation regarding successful withdrawal or an update. 

We are looking forward to hearing your news. 

Hi,

The money is in my bank. Casino GURU thank you for your help.

SkyCrown Casino, I am not interested in your 40 free spins. This experience has put me off online Casinos. I will be deleting my account with you.

Thank you to everyone involved.

Hello Farther,

Thank you, for confirmation and for using the Casino Guru complaint resolution center. I am very glad you have received your funds.

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. 

Best regards, 

Endri, www.kpvfaw.com