SkyHills Casino - プレイヤーの賞金は没収されました。

Hi, I was given 100 free spins on this site. I met the wagering requirements and my bonus funds moved to cash. I already had a 50 euro withdrawal pending but then withdrew 3500 euros from my new winnings. It asked me to verify who I was which I did. This then started to be processed and then today I withdrew a further 4000 euros as they state only 4000 can be withdrawn a day. This left me with 2800 euros in my account. I just checked and all the withdrawals and my account it empty. I spoke on the live chat and all they said was that it was a breach of their terms and conditions. Please can you help?

Dear Summer18,

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

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

• Could you please clarify whether the 50€ was cashed out or not?
• Have you made previous or subsequent deposits in the casino?
• Have you completed account verification?
• Did the casino clarify which rules were broken or followed in this situation?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Summer18,

I checked the bonus rules of the casino and the maximum bet rule is specified in the general bonus terms and conditions.

https://www.skyhills.com/en/bonus-terms

4.There is a maximum bet amount per round using Bonus Funds equal to $/€5

10.SkyHills reserves the right to void any Bonus funds and winnings if a Player has breached any of the terms listed on the Bonus Terms and Conditions or General Terms and Conditions pages.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

If you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

• Could you please explain what is the origin of your 50€ winnings in this situation? Is it a previous deposit, or winnings from a bonus?

Dear Summer18,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.