Withdrawal is not getting processed

I am filing this complaint against SkyCrown Casino because they are refusing to verify my account and release my withdrawal, even though I have provided every single document they requested.

I won a jackpot and completed all wagering and bonus requirements. When I attempted to withdraw, the casino asked for verification documents, which I submitted immediately, including:

A bank-stamped document showing:

My debit Mastercard number

My account number

My full name

This clearly proves the debit card belongs to me.

A screenshot of the exact deposit transaction of CAD 308.86 to WRDMOX, which matches the deposit I made to their casino.

My passport, proof of address, and every other KYC document they requested.

My debit Mastercard does not have my name printed on it, but this is why I provided the bank-stamped document directly from my branch confirming the card and the account are mine.

Despite submitting all required proof, SkyCrown continues to delay the verification and refuses to process my withdrawal, giving vague reasons and making the process extremely difficult.

I have fully met all bonus requirements and wagering. I simply want my rightful withdrawal processed.

I am requesting AskGamblers’ assistance to intervene so that SkyCrown Casino releases my winnings without further delay.

Thank you.

Dear AskGamblers Support,

I am writing to formally raise a complaint regarding SkyCrown Casino and their handling of my recent withdrawal requests. I am a verified VIP player who has been using the platform for over a year and have deposited tens of thousands of dollars over time.

On the 01/08/2025, I won $20,000 and immediately requested a withdrawal of $7,500. The following day, I requested a second withdrawal of $7,500. Both remain in "pending" status, and I have yet to receive a proper time frame or meaningful response regarding when my funds will be processed.

My account is fully verified, I did not use any bonuses during the win, and I have already submitted all required documentation. Despite reaching out to customer support multiple times, I keep receiving generic responses stating that my case has been "referred to the relevant department" and to "wait patiently." This is unacceptable.

To be transparent, in just the week prior to this win, I lost over $5,000 on their platform. I have always played in good faith and upheld all terms and conditions. However, this pattern of stalling — especially given that previous winnings also remained in pending mode until I gambled them again — raises serious concerns about the integrity of their withdrawal process.

I have compiled all supporting evidence, including full transcripts of my conversations with support, proof of deposits, screenshots, and verification confirmations.

I respectfully request that AskGamblers intervene and help ensure SkyCrown Casino honors my fair and legitimate withdrawals without further delay. I am not asking for preferential treatment — only that my winnings be processed in a professional and timely manner, especially considering the financial and emotional strain this has caused. I have a family to support, and this unnecessary delay is affecting us.

Thank you for your time and assistance.

Kind regards,

Hi,

Please help! I have been trying for over a month to get withdrawal. I read everything before I played and it says you can withdrawal using the method you paid (visa) or bank transfer. I used bank transfer for 3 separate payments 2x $300 and 1x $400. Only one of the $300 came through i then spent a few weeks proving the rest never came in and they finally credited it to my account. Now they say I can't withdrawal using bank transfer or credit card only infinity or skrillz which are not available to me. They also said that to use them I would have to make a deposit and because I have put myself on self exclusion that's not possible. It doesn't matter cos skrillz and infinity are not viable options anyway. They keep sending me the same emails offering no solutions and being unhelpful and repetitive and rude. I just want my $700 and it seems impossible to get it.

I have made continued efforts to get a withdrawal from Skycrown Casino. My account has had no problems once verified, but now for a small ask of $300 l have had nothing but difficulty.

They asked me to give them my pay safe receipt (which l only used once as my card was used in a scam and the bank changed and l reverified). I produced the evidence. After a week pending they asked me to open a crypto account, which l refused as l don't understand nor trust them. Then l made a bank transfer, it was denied wanting the bsp number l already submitted, so l went to the bank who did it manually on my own phone. Now they are saying l paid them on crypto (which l have no crypto account on any form) and refuse to pay me because of a depo6in crypto and want to withdraw by visa debit, the way l deposit. Then they told me that visa payments were temporarily out of order. It has been nine days of attempts and approximately twenty emails saying have a great day!?!? I have complied to every excuse as l have kept all my proof, even my bank personally entered the bank transfer. I have done nothing wrong and got angry, demanding an honest reason. None are true and they were so good in the past. I've tried to upload my evidence to you but it isn't working.

I thought this casino was great at first. My first withdrawal was requested on 29/12 and processed on the third business day and funds cleared by the end of the week.

I then had a bigger win totaling $11,050. The chat agent told me to request the withdrawal in smaller amounts for a faster payout, no bigger than $1850 so I did what was advised and made six different withdrawal requests on 5th Jan 2025. Each request is made minutes apart (if that).

On the third business day (09/01) I got an email to say my withdrawal was approved (yay) I jumped on chat to see when the other 5 withdrawals would be approved and got the same old generic response 'All requests are processed in a queue, be patient' I questions how the queue works because technically if I made six withdrawals in a matter of three minutes how has 1 been approved and the other ones still waiting after 5 business days of the initial request being made. They don't give you an answer and expect you to be happy with what they drip-feed you or they just tell you to contact your VIP manager. No idea what VIP even gets you because it sure he isn't faster withdrawals.

VIP manager just gives the same answers as the chat agents just worded differently but still no actual answers or useful information.

With no further withdrawals accepted and no answers as to why or when it would be done, I recalled the remaining five withdrawals after 7 days (5 business days) and requested 1 withdrawal of $4000. I requested this on 11/01 and have encountered the same issues. No payout and no answers. This really does feel like this casino intentionally delays payouts which is silly because now I'm spending my money elsewhere. I have no faith in this casino and don't trust a word they say. As for VIP, what even is the point?! Payouts are still delayed and the VIP wheel code doesn't even work. This whole debacle has cost me hours of following up on chat, email, and WhatsApp ( not to mention this complaint), and I'm over it. Please just pay my withdrawal so I can be done with this place. I've never had to complain about an online casino, you really do take the cake Skycrown.

I am a VIP member at skycrown casino and about a month ago I won $30k on the live game Crazy Time. I did not use any bonuses and I am fully verified so why does skycrown continue to stall my withdrawal?

In their T&C it states that withdrawals can take from instant to 3 business days if you are withdrawing to your verified card and if you are a VIP there is no wait your withdrawal gets processed instantly, which is not the case in my situation.

I made my first withdrawal request on 28 May 24 of $7500 which is the max you can withdraw at a time, then 3 days later I made another withdrawal request for the same amount and then 3 days later again I made another request for the same amount again and all these requests have been pending since apart from my first request which was only paid out to me 2 1/2 to 3 weeks after request, thats a substantial gap in their advertised timeframe to when they actually make the payment, then to add to it they short paid me as well as I was only paid $7369.

However the remaining were still pending as at 17 June 24 until they cancelled my request aside from one, they are now trying to say say that they are unable to pay my withdrawal into my verified card and that it will take another 10days to process the withdrawal if I chose a different payment method.

But in their T&C they only pay withdrawals to the same payment method that you made the deposit. I have provided them with everything they have asked for more than once so I really don't see what the problem is and why they are delaying it.

Their support people are rude and unhelpful and they just make you go around in circles. The main reason why i joined skycrown was due to their apparent fast payout which I see is very misleading now as that is not the case and they say being VIP you get looked after but you don't you get fobbed and ignored.

I have tried contacting them multiple times and every time I get the same response. There is no valid reason for them to be delaying my payment this long. I would really like this matter to be resolved as soon as possible as I'm tired of being fobbed off and given the same automated reply from their customer support team.

p.s I've tried to upload supporting doc but it wont upload to you guys

Before I complain I'm going to say that things were good with this casino. All my payouts were being made within 24hours etc. Then I dared to ask a question as to why my latest and largest single payout wasn't paid and what the problem was. Could possibly be. Since then I have been ridiculed, treated like a fool and obviously not been paid. It began around the 5th of march when I attempted withdraw $4500. They rejected it as they said "you can't withdraw to mifinity when you have deposited via crypto"

I found that amusing as most of my deposits are by debit card but my withdrawals are to mifinity as per their request initially. So then I did what I was told and eventually tried to withdraw to one of my btc wallets. That was knocked back because 'you can't withdraw to that bitcoin wallet as that's not the wallet you deposited from" ok I thought that sounds fair enough. So then I attempted the final time to withdraw to the same wallet that I deposited from. And that was my 7th of march but their 6th of march due to location. After around 48 hours I made the huge mistake of asking why I hadn't been paid when I was told it would be no longer than 24 hours on the 5th of march when they knocked back my first attempt. That's when the games have begun. I have been treated like an absolute fool. One minute being told yes we are processing it now there is so much we need to check. What it could be that's so hard to check God only knows since you got paid from a btc wallet and you are paying out to that same wallet. I never ever play with bonuses so that can't be it. But this is the part that annoys me. Everytime I enquire, I get an email back stating that now they need even more time. It's like they are punishing me. For having the nerve as a customer who spends thousands in a week to ask them a question. How dare I!!! Then I was told that I could contact my VIP manager. So I have on many occasions attempted to contact the so called VIP manager with absolutely no reply. All I want to know is when I will be paid. And if not what could possibly that would make it take this long? I am a man with a chronic lung condition who at most has 5 years left. I told them I needed to know what the hold up was as I stupidly spent money I had put aside for my lung specialist appointment as I never expected to be waiting this long for this payout. They found it amusing and sent me email after email which are just copied and pasted and designed to irritate me. I have all the emails and you will see if you read them that they have purposely been sent to aggravate a chronically ill man. These people are absolutely heartless. I can not believe how an employee of a company could treat a customer who spends so much money at their business so poorly and get away with it. I asked to be transferred to a manager and they told me that this is prohibited. What? It's prohibited to speak with a manager? All I want is my money. And if not I want a. Actual explanation as to what the problem could possibly be. Please help me get this resolved.