Skycrown Casino - Играчът е изправен пред забавяне при проверката на акаунта за теглене.

Hey I have been trying to verify my account with Sky Crown in order to make a withdrawal of 310euros. I have uploaded all docs as requested which have been approved except a Selfie. Initially I uploaded a selfie as request, this was not approved and I was asked to upload a selfie holding a ID doc plus a lined sheet of paper with the words Hi Sky Crown and that days's date. This was not accepted. Then I was asked to upload the selfie again and this time make sure my hand and the doc was visible. I did this and again it was not approved. Then I contacted Live chat this morning (1/8/26) and spoke with David who told me I just need to upload a selfie of my, I did this and again not accepted. I was then asked to upload a selfie with the two docs plus my shoulder, elbow and wrist visible. I have done this and again not approved. They are now saying that I did not take the selfie myself because I used a timer on my phone in order to ensure that all of the specs they required were visible and again it was not approved. I cannot hold the two docs in one hand showing all the specs they require and hit the button for the selfie with the same hand or the hand holding the camera, I feel they are giving me the runaround.

I would appreciate any support you can give me.

Catherine

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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.

• Is your player account accessible? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Have you made sure to try to take the selfies according to the casino's instructions, even in low quality?
• Have you taken selfies in good lighting conditions?

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

Hello Tomas, thanks for taking my case. Yes I can still login and Yes I played with a bonus. I made sure the selfie was in a room with good light. Initially it was a selfie of just me holding a sheet of paper with the words Hi Sky Crown and the date, that then changed to make sure you could see my shoulder, my elbow and my wrist as well as the two docs. The only way I could do this was to set the camera on a timer. (This was suggested to me by David on Live Chat).

Dear banjolilly,

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, Barbora ([email protected]). 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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Skycrown Casino representative to join this conversation.

Dear Skycrown Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 banjolilly 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.

After carefully reviewing the information regarding the player's request, we determined that the verification was unsuccessful because not all requirements were met.

Please note that in the selfies the player previously submitted, the player's elbow and shoulder were not fully visible. In addition, the player's face was partially obscured by a document and a sheet of paper, which also does not meet the requirements. We would like to emphasize that the information on the document must be visible and legible, which, unfortunately, was not the case here either.

Additionally, we would like to remind you of the requirements for a selfie that meets our standards: the selfie must clearly show the player's face, as well as the passport and a piece of paper (held in one hand) with the signature "Hello, Skycrown Casino" and the current date. Please note: the player's hand and the document must be fully visible. Additionally, the sheet of paper must be either lined or graph paper, but not blank.

Please note that ensuring and adhering to all account verification requirements is one of our casino's top priorities, as this process ensures safe and seamless withdrawals.

If you require any further assistance, please feel free to contact us at [email protected].

Best regards,

Skycrown Casino Team

Dear banjolilly,

Thank you for your patience while we were waiting for the casino’s response.

The casino has now clarified what was missing from the previous selfies. They stated that your shoulder and elbow were not fully visible, your face was partly covered by the documents, and the information on your passport was not sufficiently visible and legible.

They have also confirmed that the selfie should show your full face, your passport with the details clearly visible, and a lined or graph sheet with "Hello, Skycrown Casino" and the current date. The passport and paper should be held in one hand, with your hand fully visible, and your shoulder, elbow and wrist should also be visible. As they need to see that the selfie is taken by you, it would also be best not to use the timer this time.

I know you have already made several attempts, so I appreciate that this is frustrating. However, if you could try once more following these requirements, hopefully we can finally get the verification completed and your €310 withdrawal processed.

Please let me know once you have submitted the selfie, and we can follow up from there.

Thank you for your cooperation.

Hey Barbora, I have made several attempts to take a selfie with the above details included, unfortunately it is not possible to do all of the above and press my phone to take a photo without putting my phone on a timer, I believe this to be an impossible task and an attempt by this Casino to hold onto my winnings.

Thank you for your support and guidance in this matter.

Kind regards

Catherine

Dear Skycrown Casino,

Could you please confirm whether there is an alternative way for the player to complete this verification if it is not technically possible to satisfy all the stated requirements while taking the selfie without a timer?

Since the player has already made several attempts, we would appreciate a practical solution that would allow the verification to be completed and the €310 withdrawal processed.

Thank you.

Dear banjolilly 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.

After re-examining the selfie provided to us by the player, we would like to inform you that the most recent selfie submitted could have been accepted for verification; however, the player opened her passport to the wrong page - the one required for verification.

We are asking the player to try taking the same selfie again, ensuring that her face, the document (with the page containing her personal information open), and a piece of paper with the words "Hi, Skycrown Casino" and the current date are clearly visible.

Please note that ensuring and adhering to all account verification requirements is one of our casino's top priorities, as this process ensures safe and seamless withdrawals.

If you encounters any difficulties, has additional questions or needs clarification, or requires further assistance, please contact us at [email protected]. We are always ready to do our best to provide prompt and effective assistance.

Best regards,

Skycrown Casino Team

Hello Barbora, I finally got my account verified and my cashout has been successful. Thank you for all your support, I know this would not have happened with Casino Guru's help.

Kind regards

Catherine

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear banjolilly,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora