SkyHills Casino - La cuenta del jugador se ha cerrado inesperadamente.

I’ve been playing over the past few months winning and losing I managed to get my balance up to a substantial amount having deposited multiple thousands of euros, I have had success with withdrawals l, I’ve come over to Brazil logged into my account with no issues then the next time I’ve tried to log on it says my account is closed. I asked them was I able to play while in Brazil they told me as long as it isn’t in the restricted areas which it isn’t I’ll be fine now my account has closed and I keep getting useless responses from them after emailing them

i only log in with email so unsure of username

Dear Liam14789,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Hi Kristina,

the only games I played on was slots and roulette, I passed all verification and have never accepted a bonus as I know how much you have to play though.

i have received recent withdrawals so I don’t no why they’ve closed it now

Thank you very much for your reply, Liam14789. 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.

Hi Kristina, I will contact you via email with the relevant pictures etc

Can you please clarify when was the last time you accessed your casino account?

It was roughly the 27th march I was able to get in and the balance was still 121000 I’ve sent you the chats by email now they’re saying there is only 30000 in and will not give me an answer still why I can’t access my account they just keep fobbing me off.

Thank you very much, Liam14789, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you Kristina,

just for your information I have had further correspondence but the same outcome it’s still being looked at and no further on with an explanation

Hello, Liam14789,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SkyHills Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed?

Have any of his winnings been confiscated? If so, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? Can you also provide us with the evidence confirming how his balance was decreased from an amount over 100k to 30k?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Thank you Branislav,

just for your information I’ve been contacting them on a regular basis and alls I keep being told is it’s under review with no explanation what so ever.

as you can imagine this is causing me a great deal of mental stress as they have been quick enough take take in excess of 40k off me when I’ve been on a losing streak but soon as I’m on a winning one it’s closed for no apparent reason.

thanks for the feedback Branislav and hopefully we hear something soon.

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.

So if they don’t respond you can not help me more in any way?

Dear Liam14789,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a very negative way.

However, I can help a bit, no worries. According to the details in our internal system and the casino's review on casino.guru, the casino has valid gaming licenses. So, there is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (AOFA) and submit a complaint directly to the regulator. You can find more information about their complaint process HERE, and general information about complaint processes with regulators HERE.

The casino has a license validator at the bottom of its website, so it should be easy to follow the instructions from the first link I provided. Although I can see they likely also hold a GCB license, unfortunately, this regulator currently does not accept complaints from players.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can request the reopening of this complaint anytime by contacting me via email (branislav.b@casino.guru).

Best regards,

Branislav, Casino.Guru