Skycrown Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

I deposited $30 yesterday and i won $550

And i tried to withdraw it

i withdraw couple of times here before and I uploaded documents for proof deposit of amount and date same like before

But suddenly this time canceled my withdrawal

they said, i need proof deposited $28 few days ago with apply pay as well.

deposit with apple pay, it doesn’t show the company name

Company name like " onlinepay kyiv"

also they asked me bank statements

have to showing the date, time, amount, my name

it’s impossible thing

so they said can’t process my withdrawal

Dear Itwasntmyfault,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I uploaded all my documents

The casino said i can’t withdrawal because my bank statements doesn’t show the amount, date, time, name

That one even not last deposited

before few days ago I deposited with apple pay

they asked me proof that one

its doesn’t make sense

l uploaded bank statements for last deposited

there doesn’t show my name as well

but that one processed

sorry for my broken English

if still you can’t understand exactly, let me know

i’ll ask people to write it again

Thank you very much, Itwasntmyfault, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Itwasntmyfault,

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 clarify what is required from the player to complete the verification?

Kind regards,

Adam

Hello CasinoGuru team and Itwasntmyfault,

We would be happy to help you resolve this situation.

As we can see, the player has already uploaded the required document to confirm his deposit, but removed it from the account right after.

Itwasntmyfault, could you, please, upload the last bank statement (where the transaction was visible) once more, so we will be able to check it and verify your account.

Thank you for cooperation and understanding.

Kind regards,

SkyCrown Casino Team

Thank you for your response SkyCrown Casino Team.

Dear Itwasntmyfault,

Please let us know when you have uploaded the requested document.

Kind regards,

Adam

Dear Itwasntmyfault,

Please provide an update on the situation. Has the document been provided?

I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe this complaint will be rejected.

Kind regards,

Adam

Dear Itwasntmyfault,

As we have had no further response from you, the complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam