SkyHills Casino - Le vincite del giocatore sono state confiscate.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

thank you for your quick reply and for answering my questions.

• Attached you can find a screenshot of the 150% bonus that I used. This was only the second deposit bonus I have ever used at skyhills casino. As you can see, I completed the wagering requirements in full.

• Regarding the games played:

During the bonus wagering, I played the following games:

Clutch Gaming: Gangsta shark, master of coins, king oft he gods, Zeus: Wrath of the Thunder God, Beaver Bonk, Timeless Magic, Wrath of Anubis, Dusty Dollars, Nut Job, FIRE, Club Cabana

BigtimeGaming: Who Wants To Be A Millionaire Megaways, 

Novomatic: Book of Flames Multichance Buy Bonus 

Additionally, I can provide the complete overview of all my bets placed during the bonus wagering period as a PDF file downloaded directly from my player profile if required.

• I usually played each slot in sessions of approximately 30–40 minutes before switching to another game.

• Regarding my betting behavior:

I consistently played with bet sizes between approximately €1 and €2. During a session on a specific slot, I occasionally adjusted the bet size slightly up or down within this range, but never changed it radically or used any irregular betting strategy.

• I have already successfully completed the KYC verification process with skyhills casino in the past, and I also successfully received a withdrawal from skyhills casino back in April without any issues.

For this reason, I am still unable to understand why clause 11.6 is being applied in my case

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue as well? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

I have forwarded the emails to you.

Regards

Hallo Attila,

ich habe Ihnen die Emails weitergeleitet.

Mfg

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Hello maskentier,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the update. I'm waiting for your feedback.

Danke für das Update. Ich warte auf Ihre Rückmeldung

Hello maskentier,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that SkyHills Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite SkyHills Casino to join the conversation.

Dear SkyHills Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] for an independent review.

Thank you in advance.