Reply from Casino Manager:
Dear Joe Zerike and GambleScope Team,
We have checked this case and would like to explain the situation for better understanding.
The player has made withdrawal requests (2023-07-06 03:43 UTC and 2023-07-06 04:56 UTC), which were canceled, as according to the Terms and Conditions of our Casino, every player must go through a verification process for security purposes to successfully withdraw funds. After the withdrawal was canceled, the player was informed about it and received an email with a list of documents required for verification.
The client subsequently provided us with the requested proof of identity and a photo of the bank card used. To verify the account, it was also necessary to confirm the phone number and provide a document containing the player's name and phone number, as the player did not receive an automatic SMS. It is worth noting that the client did not provide us with a document confirming his phone number.
Although the customer's phone number and account were not fully verified, we did not cancel the following withdrawal (2023-07-06 13:38 UTC) out of loyalty to our players.
The withdrawal was waiting for processing by the payment provider and unfortunately was unsuccessful due to technical reasons (2023-07-14 08:53 UTC). The player was informed that the payment was canceled and was kindly asked to make a new withdrawal request.
In addition, the client decided to play with his funds, and did not make any new withdrawals, after which he requested closure, and the account was deactivated (2023-07-14 17:40 UTC).
We hope to come to an agreement on the current situation. In case if you need more information on this matter, please do not hesitate to contact us at any time!
Best Regards,
SkyCrown Casino Team
