Skycrown Casino - El retiro del jugador se retrasa debido a limitaciones en el procesamiento.

My winnings were generated on April 23, 2026. Since then, I have fully completed the verification process, submitted all requested KYC documents, and complied with every withdrawal requirement requested by the casino.

Despite this, after waiting for several weeks, I have only received approximately 11,000 EUR out of total winnings of 60,000 EUR, while around 50,000 EUR still remains pending.

The main issue in my case is not simply the waiting time itself, but the withdrawal limitations currently being applied to my account. I was informed by the VIP manager that my withdrawals are currently limited to approximately 4,000 EUR per week due to internal changes and processing procedures.

However, according to the casino’s published withdrawal policy (section 11.8), the stated weekly withdrawal limit is 10,000 EUR. At the current pace of only 4,000 EUR weekly, it would take an extremely long and unreasonable amount of time for me to receive my legitimate winnings in full.

Throughout this process, I repeatedly contacted support and the VIP department requesting clarification regarding:

The remaining pending balance

The expected payment timeline

The reason for the reduced withdrawal pace compared to the published policy

Unfortunately, most responses I received were generic replies asking me to continue waiting without any clear or consistent timeline.

I fully understand that financial reviews and internal procedures may require additional processing time. However, internal company restructuring or management changes should not negatively affect players who have already completed all verification requirements and are simply trying to withdraw legitimate winnings according to the casino’s own published policy.

I respectfully request:

Clear clarification regarding the reduced weekly withdrawal limit applied to my account

A realistic and transparent payment plan for the remaining 50,000 EUR

Faster and more consistent processing of the pending withdrawals

I have cooperated fully from the beginning and I am only asking to receive my winnings within a reasonable timeframe and according to fair withdrawal standards.

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Hello,

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

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

• Could you please provide a more exhaustive list of transactions already processed by the casino and payouts that are pending?
• Could you please share with me your communication with the casino where the payout limits are being discussed? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you very much for your attention and assistance regarding my complaint.

I have sent all the available evidence and supporting documents, including:

Communication records with the casino and VIP manager

Screenshots discussing the withdrawal limits

Withdrawal history and processed payments

Information regarding the remaining pending balance

I truly appreciate the time and effort you are dedicating to reviewing my case and helping me resolve this situation.

Thank you again for your support and professionalism.

Best regards,

Anas ****

Dear Tomas,

I would like to provide another update regarding my complaint.

Since the day I won my winnings until today, I have only received approximately 14,000 EUR out of the total amount, while a very large balance is still pending.

What is especially concerning for me now is that I have not received any withdrawal at all for an entire week. Despite this, I continue receiving the same repeated responses, promises, and assurances from the casino without any real or consistent progress regarding the remaining payments.

The situation has now become extremely frustrating for me because the delays continue while the communication remains unclear and repetitive.

I fully understand that some processing time may be required, but the current pace and lack of transparency are unreasonable considering the amount still pending and the amount of time that has already passed since my winnings were generated.

Thank you again for your attention and support regarding this matter.

Best regards,

Anas *****

Thank you for your response.

We genuinely understand your frustration and your eagerness to withdraw your winnings as quickly as possible. This is precisely why the ratings of online casinos in our reviews take into consideration the withdrawal limits these online casinos offer.

Upon reviewing the current withdrawal limits, we found that your experience aligns with the standards set by the casino, as stated in their terms and conditions. Unfortunately, this means we do not have grounds to advocate for an expedited payout on your behalf. However, we are confident that you will receive your winnings within the stipulated limit of €30,000 per month, as outlined in their policies.

If there is any additional information or context I may have missed, please do not hesitate to let me know.

Thank you for your response.

However, I believe there may be a misunderstanding regarding my concern.

My complaint is not that I expect withdrawals above the published limits.

My concern is that according to the published policy, the monthly withdrawal limit is 30,000 EUR, but since my winnings were generated, I have only received approximately 14,000 EUR in total despite already reaching roughly the first month of waiting.

Additionally, I have now gone an entire week without receiving any withdrawal at all.

Therefore, my concern is not simply the withdrawal limits themselves, but rather the actual pace and consistency of payments, which currently appear significantly below the published limits.

Could you please clarify how this situation is considered aligned with the monthly withdrawal policy when the actual processed amount remains substantially lower?

Thank you again for your assistance.

Dear Anooos,

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, Samuel (samuel.s@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,

Tomas

Dear Anooos,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Skycrown Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Skycrown Casino,

Please provide detailed information regarding the player’s issue. In particular, we would appreciate clarification regarding both the repeated delays in processing the player’s withdrawals and the reasons behind the currently applied withdrawal limits, including any recent changes to those limits.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for your assistance and for reviewing my case.

I would like to clarify that my main concern is not that the casino has refused to pay my winnings. The issue is the extremely slow pace at which the withdrawals are being processed.

My winnings were generated on 23 April, and the total amount won was 60,000 EUR. Since then, I have received approximately 20,000 EUR, while 40,000 EUR remains unpaid.

The withdrawals are generally being processed in installments of only 1,000 EUR per business day, with no payments on Fridays, weekends, or public holidays. In practice, this results in approximately 4,000 EUR per week.

At this rate, it will take several more months to receive the remaining balance, despite the fact that the winnings were achieved more than a month ago.

My concern is therefore not whether I will eventually receive my funds, but whether the current withdrawal pace is reasonable and consistent with the withdrawal policy and the expectations set for players.

I would appreciate clarification from the casino regarding the reasons for these limitations and whether there is any possibility of increasing the withdrawal amounts or accelerating the payment process.

Thank you for your time and assistance.

Best regards,

Anas Kamali 

Dear Anooos and Casino Guru Team,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address and clarify the situation.

We would like to confirm that the player's withdrawals continue to be processed progressively, with the following payments recently completed:

- EUR 1,000 on June 14, 2026, at 23:56:51 UTC;

- EUR 1,000 on June 16, 2026, at 00:10:34 UTC.

We fully understand the player's frustration regarding the pace of withdrawals and sincerely apologise for any inconvenience caused. All transactions are subject to thorough compliance checks in line with our regulatory requirements, which can affect processing times. That said, we are doing everything possible to expedite all outstanding payments and ensure they are completed as promptly as possible.

Should any further assistance be required, please do not hesitate to reach out to us at support@skycrown.com.

Best regards,

Skycrown Casino Team

Hello everyone,

thank you for your updates.

Dear Skycrown Casino,

thank you for your response and for providing an update regarding the recently processed withdrawals. I also appreciate your cooperation throughout the complaint process and your willingness to assist in resolving this matter.

Dear Anooos,

I would like to ask how the situation has developed over the past few days. Have the withdrawals continued to be processed at the same pace, or have there been any changes?

Please continue to keep me updated on the progress of your withdrawals. If the payments continue to arrive regularly, that is certainly encouraging. However, if you experience any significant delays, interruptions, or any other complications, please let me know immediately so that I can follow up with the casino.

For the time being, I will keep this complaint open until all outstanding withdrawals have been successfully processed and the matter has been fully resolved.

I will await your update.

Dear Samuel,

Thank you for your continued assistance.

I would like to clarify that during the past two weeks, I have been receiving withdrawals regularly, but only in the amount of 1,000 EUR per payment, with approximately three payments per week, which equals around 3,000 EUR weekly.

At this point, I still have approximately 37,000 EUR remaining to be paid. At the current pace of only three 1,000 EUR payments per week, it would take roughly three additional months to receive my remaining balance in full.

While I appreciate that the withdrawals are being processed, I believe that this timeframe is excessively long considering that the winnings were generated on 23 April 2025 and a significant amount remains outstanding.

Therefore, I would kindly ask the casino to consider increasing the number of weekly payments from three to five per week, which would significantly reduce the waiting period and help resolve the matter more reasonably.

Thank you for your time and consideration.

Best regards,

Anas Kamali

Hello everyone,

thank you for the update.

Dear Anooos,

thank you for keeping me informed. I understand your concerns regarding the pace of the withdrawals, especially considering the remaining balance.

Dear Skycrown Casino,

I appreciate that the withdrawals have continued to be processed regularly. However, I have noticed that, according to your Terms and Conditions, the maximum withdrawal limit is stated to be €5,000 per day.

Could you please clarify whether there is any particular reason why the player's withdrawals are currently being processed at a significantly slower rate? Additionally, if possible, I would appreciate it if you could consider increasing the frequency or amount of the withdrawals in order to help resolve this matter within a more reasonable timeframe.

I will await your response.

Dear Samuel,

Thank you for your continued assistance.

I would like to emphasize that I have fully complied with all casino requirements and accepted the division of my withdrawals into €1,000 payments.

However, I am currently receiving only three payments per week, which amounts to approximately €3,000 weekly. The casino's responses remain repetitive and do not explain why my withdrawals are being processed at such a slow pace.

I still have approximately €36,000 outstanding. At the current rate, it will take around three more months to receive my remaining balance, which I believe is unreasonable given the amount involved and the time I have already been waiting.

In addition, my last withdrawal was received on 22/06/2025, and I have not received any further payments since then.

I respectfully ask the casino to explain the reason for these limitations and to consider increasing either the amount or frequency of the withdrawals so that the remaining balance can be paid within a more reasonable timeframe.

Kind regards,

Anas

Dear Samuel,

I sincerely hope you can do something to help me because I no longer have the energy to keep contacting the casino. Every time I reach out, I receive the same generic responses without any real progress.

The last withdrawal I received was €1,000 on 22/06/2026, and I have not received any further payments since then.

All I want is to receive my remaining funds as soon as possible. I would be very grateful if you could continue pressing the casino to increase the pace of the withdrawals and help bring this matter to a fair and timely resolution.

Thank you for your continued support.

Kind regards,

Anas

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.

Hello everyone,

Dear Anooos,

thank you for the update. I understand your concerns and appreciate you keeping me informed.

At this point, I have extended the timer once more and am waiting for the casino's response. Hopefully, they will not only respond but also address the questions I raised regarding the reason for the current withdrawal pace and whether it can be increased.

I will keep you updated as soon as I receive any response from the casino.

Hello,

I honestly do not understand what is causing these constant delays.

I have completely lost my energy dealing with this situation. I have been patient for a long time, yet I continue to receive the same generic responses without any clear explanation or timeline.

The remaining funds are rightfully mine, and I had important financial plans and commitments that depended on receiving them. Unfortunately, because of these continuous delays, all of those plans have fallen apart. This has caused me significant stress and disappointment.

I kindly ask you once again to explain the real reason for these delays and to do everything possible to speed up the processing of my remaining withdrawals.

This situation is becoming truly painful for me, and I sincerely hope you will take my case seriously.

Thank you.

Dear Anooos and Casino Guru Team,

Thank you for your patience. We take all player concerns seriously and appreciate Casino Guru's efforts in mediating this matter.

We would like to share an update regarding the player's withdrawals since our last response, specifically the following successful withdrawals:

- Withdrawal of 1,000 EUR on June 17, 2026, 01:36:30 UTC;

- Withdrawal of 1,000 EUR on June 22, 2026, 00:11:55 UTC;

- Withdrawal of 1,000 EUR on July 1, 2026, 00:06:24 UTC;

- Withdrawal of 1,000 EUR on July 2, 2026, 00:00:56 UTC;

- Withdrawal of 1,000 EUR on July 3, 2026, 00:53:55 UTC;

- Withdrawal of 1,000 EUR on July 6, 2026, 00:23:58 UTC;

The remaining withdrawal requests are currently being processed. We remain committed to completing all payments as efficiently as possible, as timely and secure payouts are a top priority for us.

We appreciate your patience while your request was being reviewed and processed. Please be assured that ensuring the accuracy, security, and timely completion of all transactions remains a priority for us.

If you require any further assistance, please feel free to contact us at support@skycrown.com.

Best regards,

Skycrown Casino Team

Hello everyone,

thank you both for the update.

Dear Skycrown Casino,

I would like to sincerely thank you for the detailed update and for keeping both the player and Casino Guru informed about the progress of the withdrawals. I appreciate your transparency and your continued efforts to process the remaining payments.

Dear Anooos,

I completely understand that this situation has been very frustrating and stressful for you. However, based on the information provided by the casino and the withdrawals that have already been successfully processed, it appears to me that the casino is handling the matter responsibly and is continuing to release the funds.

For now, I kindly ask for a little more patience. I understand this is not the ideal pace, but from my perspective there are positive signs that the remaining withdrawals will also be completed. Please do not worry unnecessarily, I believe you should receive the rest of your funds as well.

Please continue to keep me informed whenever you receive another payment, and I will continue monitoring the case until all outstanding withdrawals have been completed.

Thank you both for your cooperation.

Dear Anooos,

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.

Dear Samuel,

First of all, I would like to sincerely thank you for your continued support and for your efforts in helping me throughout this process. I truly appreciate your assistance and your commitment to keeping this complaint open until it is fully resolved.

Dear Skycrown Casino,

I would also like to thank you for your cooperation and for continuing to process my withdrawals. I understand that you are committed to paying the full remaining balance, and I appreciate that the withdrawals have continued.

However, the pace of the payments has not changed. I am still receiving three withdrawals per week, each in the amount of €1,000. At this point, the remaining balance is approximately €26,000.

I understand that the casino intends to pay the remaining balance in full, and I appreciate that commitment. My only hope is that the withdrawal process can be accelerated. Increasing either the frequency or the amount of the payments would make a significant difference and help me receive my remaining funds within a more reasonable timeframe.

Thank you both once again for your time, your support, and your continued cooperation. I sincerely hope we can bring this matter to a successful conclusion soon.

Kind regards,

Anas

Hello everyone,

Dear Anooos,

thank you for your kind words and for keeping me informed. I'm pleased to see that the withdrawals are continuing to be processed, although I understand your concern regarding the current pace.

Dear Skycrown Casino,

thank you for your continued cooperation and for processing the player's withdrawals.

I would, however, appreciate some additional clarification. Could you please explain what is currently causing the delays in processing the remaining withdrawals? Is the pace determined by internal procedures, payment provider limitations, compliance reviews, or another factor?

Additionally, I would like to refer to Section 11.8 of your Terms and Conditions (Withdrawal Frequency Limits), which states withdrawal limits of €5,000 daily, €10,000 weekly, and €30,000 monthly. Based on the player's experience, however, the withdrawals appear to be processed at a considerably lower rate.

If the current processing pace reflects your standard practice, I would appreciate your clarification as to how this aligns with the withdrawal limits published in your Terms and Conditions.

I look forward to your clarification.

Thank you both for your continued cooperation.