SkyHills Casino - プレイヤーのアカウントは閉鎖されました。

Dear Casino Guru,

I am reaching out regarding an issue with Skyhills Casino that requires urgent attention. I initially requested self-exclusion in haste after a difficult night, but shortly afterward, I contacted the casino to retract this request. Despite this, my account was closed without addressing my outstanding funds.

At the time of closure, I had three pending withdrawals totaling €3,000, along with an additional €300 remaining in my account. The casino has not provided a clear resolution regarding these funds, which is highly concerning. I believe this matter has been handled unfairly, and I would like to formally request your assistance in resolving it.

Please let me know the appropriate steps to take and what actions can be pursued to recover my funds. I appreciate your time and look forward to your response.

Best regards,

Gurinder

Dear gsm20,

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.

• Could you please clarify when exactly was your account closed?
• Have you made any successful withdrawals before?
• Did you pass the verification before you lost access to your casino account?

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,

Kristina

Dear Kristina,

Thank you for your response.

My account was closed early Sunday morning. I haven’t made any withdrawals before—this is my first time. I did pass the verification check on Friday, but I was asked to provide further documentation to withdraw the balance, €300, on my account yesterday.

Two of the three withdrawal requests were made on Friday, and I have yet to receive any funds.

I would appreciate any updates on resolving this issue as soon as possible.

Best regards,

Gurinder

Thank you very much for your reply, gsm20. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for your continued assistance.

I have now received my withdrawals; however, I am still waiting for my €300 refund. It has been seven days, and despite repeated assurances that it is being processed, there has been no actual progress.

What can I do at this point to ensure the refund is processed? Please let me know what steps I can take.