Skycrown Casino - Выигрыш игрока был ограничен.

In December of 2022 I Made a deposit that included free spins, with the terms being max win from free spins is $150, I was up to over 700, but was able to withdraw $400 with no issues, I had won very early and did not have to use bonus money, clearly I believe was and is that the max winnings from free spins was capped at $150, but after wage requirements were met there was no term saying max cashout had any limit.

But this time with the exact same type bonus and terms, there system took $1,698 of my winnings, once again I had won early and was using real money first. I don't see how this is fair or legal. It clearly says max winnings from free spins is $150, it states no where that there was a max cashout!

I have asked casino for an explanation but they have gave me none whatsoever.

Hello jimpritchard1940,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Skycrown Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did the casino voided your money - when requesting for a withdrawal or when you finished the wagering? When was the last time you spoke to the casino and what was it about?

Is it possible to forward your bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi, yes my account has been verified since late oct-2022. It was voided after wage requirements. I last emailed them 3 days ago asking for betting history but they did not send it to me.

Hello jimpritchard1940,

What about the deposit and bonus history? Please forward if possible along with the communication between you and the casino.

Dear jimpritchard1940,

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.

Sent the communication to your email Nick, will send deposit and bonus history shortly, they did not send me gameplay info as I requested.

Sent bonus and transaction history to your email.

Hi, what's happening?

Hello jimpritchard1940,

Sorry for the late response as I was out of office for a few days. I've received your e-mails but they unfortunately contains the wrong format of the files (I've got them as "note" file and it is not readable). Is it possible to resend them in the correct format?

Sent them

Hello jimpritchard1940,

As it is not entirely clear from the documents you forwarded that what exactly happen, we will try to get more information from the casino.

Your case will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jimpritchard1940,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Skycrown Casino to join the conversation.

Dear Skycrown Casino,

Can you please provide more information about the player's capped winnings?

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 jimpritchard1940 and CasinoGuru Team,

We have already double-checked this case and would like to shed some light on the situation. 

The player has completed the wager of "Friday Spins HDNS", which he received for the deposit in the amount of 45 CAD (2023-04-29 03:12 UTC) 

Max win of this bonus is 225 CAD. Accordingly, when the player met the wager requirement, the funds that exceeded the given max win were automatically debited by the system.

Regarding bets history, the player made a request and after that was informed that in order to proceed this request, he needs to indicate some details in the response letter. 

jimpritchard1940, if your request is still relevant, please, be so kind to contact us and indicate required details, so we will be able to proceed with your request.

Michal, we have sent you a letter containing a detailed explanation and accompanying screenshots that will assist in resolving this situation.

Please, be so kind to check it as well.

Should you need more information on this matter, please do not hesitate to contact us at any time!

Best Regards,

SkyCrown Casino Team

Thank you for your email and explanation, SkyCrown Casino Team.

Dear jimpritchard1940,

We have received evidence from the casino that your winnings were really gained while the bonus was still active, the max win rule was rightfully applied by the casino team, and thus I'm sorry but I don't see anything unfair about that. When it comes to your game history as the casino team mentioned, please reply to their email with the required information and I'm sure you will receive it.

Is there anything else I can assist you with?

So my $45 deposit was bonus funds? I thought you play with real money first, then bonus funds. I won that without having to use bonus funds.

Dear jimpritchard1940,

You had the bonus still active when you deposited the $45, so the bonus T&Cs were still applicable.

As it's mentioned in the casino Bonus T&Cs

General terms

15. Bonus is automatically cancelled upon active balance reaching amount of €0.05 or less.

16. The winnings obtained by using bonuses can be withdrawn once all the wagering requirements have been met.

22. When playing with the bonus, bets are firstly placed on real money and then using the bonus.

So in your case, you have still the bonus active even when you deposited the $45 real money, thus the max win rule was still rightfully applied.

I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this.

Is there anything else I can assist you with?

Dear jimpritchard1940,

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 jimpritchard1940,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal