Skycrown Casino - El retiro del jugador se retrasa.

Hi Team,

I have requested a total of $56,500 and have only been paid $12000 to date since my withdrawal requests. I have asked skycrown multiple they keep giving me vague responses advising all transactions get approved in the order they are received however they have approved transactions newer than the pending ones. I am still waiting for $44,500 in winnings to be paid and I want my money as soon as possible it has been 4 weeks already since my withdrawal request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions for clarification.

• When was the last time you successfully received a withdrawal from this casino?
• Could you please provide a detailed timeline of all withdrawal requests related to the winnings you are currently trying to withdraw, including the exact dates and amounts received?
• Did you accumulate these winnings with or without a bonus?
• When was the last time you communicated with the casino regarding the withdrawal of your winnings?

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

Best regards

Veronika

Hi Veronica,

I just received another $1000 payment today so balance is $43,500. I requested $2000 withdrawals as separate withdrawals as they said this would be faster to process all of them were requested on 27 December about 1 minute apart from each other, they have approved later withdrawal requests and left the older ones and they keep saying they approve in order which is incorrect. All of these winnings are from cash deposit and maybe a small bonus, if they gave a bonus it was max $500 and the deposit amounts were over $10k for those winnings. I communicate with the casino daily, every time I complain they seem to drip through a small payment but I need all my money out of it. I have had enough of waiting they keep telling me be patient which is a load of crap I’m getting concerned and want to escalate this immediately, I have asked for a manager and higher up they won’t provide any details for this. Please help with these withdrawals.

Thank you for your reply. Before we proceed with your complaint, please forward me all the communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru. I appreciate your patience and cooperation.

Done

Dear Michael778899

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Michael778899,

My name is Jana and from now on, I will assist you with resolving your complaint. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana, they continue to drip feed winnings I have been receiving $2000 a week and I am constantly following them up just to do that. It’s a joke now they owe me over $30k and it’s been 5 weeks since the withdrawal request i want my money.

Dear Skycrown Casino representative,

I hope this message finds you well. I would like to kindly request clarification regarding the current withdrawal process. It appears that only 2000 NZD has been released weekly, whereas your Terms and Conditions state a weekly withdrawal limit of 15,000 NZD. I appreciate your attention to this matter and thank you for your assistance.

Hi Jana,

this should be in AUD

Dear Michael778899,

I sincerely apologize for any confusion caused by the currency mix-up. Please rest assured that the limits for AUD currency remain unchanged. It is important for the casino to adhere to their established rules and limits while processing withdrawals accordingly.

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 Michael778899 and Casino Guru Team,

Thank you for giving us the opportunity to look into the situation in more detail.

We would like to inform you that we always adhere to strict regulations and rules, so all withdrawals are carefully checked, which may cause delays. Nevertheless, we are making every effort to complete all processes as quickly as possible. 

After carefully investigating the situation, we want to confirm that on February 10, a withdrawal of AUD 7,500 was approved. The withdrawal was approved by the casino and the payment provider, and the funds were to be transferred to the player's bank account. 

We would also like to confirm that the player's remaining withdrawals are being processed, and our team is doing its best to ensure safe and fast withdrawals.

If you have any further questions or would like additional information about the withdrawal process, our support team will be happy to assist you.

Thank you for your understanding and cooperation.

Best regards,

Skycrown Casino Team

Dear Michael778899,

please keep us informed when you receive the funds from the casino.

I have received the 7.5k however there is still circa $105k pending now as I won some more

Dear Michael778899,

thank you for the update. Please keep us informed when you receive more funds from the casino.

why are they continuing to hold funds this will take a year for them to pay me it’s. A joke

Dear Michael778899 and Casino Guru Team,

Thank you for your continued patience and cooperation throughout this process.

We would like to provide you with an update regarding the player’s withdrawals. Please be informed that the following two additional withdrawal requests have been successfully processed:

- AUD 2,300 on February 17, 2026, at 11:39:05 UTC;

- AUD 2,300 on February 20, 2026, at 00:56:05 UTC.

We would also like to confirm that the remaining withdrawal requests are currently being processed. Our team is closely monitoring the situation and making every effort to ensure that all outstanding payments are completed safely and as promptly as possible, in accordance with our standard procedures.

If you require any further assistance, our support team is available at support@skycrown.com and will be happy to help with any questions or concerns.

Best regards,

Skycrown Casino Team

Dear Michael778899,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru