Skycrown Casino - Hráč se snaží získat své výhry.

Hi. I won a cash drop playing Big Bass Splash. Unfortunately, the profit from the promotion is not credited to me, although the offer is even displayed on the page and I am in the list of winners 100 euros cash drop as real money credit. I played for 50 cents with real money.

Hallo. Ich habe einen Cash Drop bei Big Bass Splash gewonnen. Leider wird mir der Gewinn von der Aktion nicht Gutgeschrieben obwohl das Angebot sogar auf der Seite Angezeigt wird und ich in der Liste der Gewinner stehe 100 Euro Cash Drop als Echtgeld Guthaben. Gespielt habe ich auf 50 Cent Einsatz mit Echtgeld.

Dear Diggio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised what has caused the delay? Was the tournament (promotional offer) organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it along with any supporting evidence to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello. The promotion is from Pragmatic Play Cash Drop, I have also already sent screenshots to the casino. You have won a prize 100 euros.

The casino just said they can't see the win in history. I will also forward the screenshots to them.mfg

Hallo. Die Aktion ist von Pragmatic Play Cash Drop, ich habe auch bereits Screenshots an das Casino gesendet. Sie haben einen Preis gewonnen 100 Euro.

Das Casino sagte nur sie können den Gewinn in der History nicht sehen. Ich werde die Screenshots auch an sie weiterleiten.mfg

Thank you very much, Diggio, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Diggio,

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 on why was the win of €100 not awarded to the player?

Dear Diggio and CasinoGuru team, 

We would like to share the good news with you.

Player's winnings from Big Bass Splash Prize Drop (Pragmatic) in the amount of 100 EUR were successfully credited to the account. 

Hope that this situation may be considered as successfully resolved, and you are pleased with the time spent in our casino.

Thank you for understanding! 

Best Regards,

SkyCrown Casino team

Thank you for the response, SkyCrown Casino team.

Dear Diggio,

Can you please confirm that the €100 was credited to your casino account? If so, can we consider your complaint to be resolved?

Hello yes I got the 100 euros thank you.

Thanks also to Casino Guru

Hallo ja habe die 100 Euro bekommen danke.

Vielen Dank auch an Casino Guru

Dear Diggio,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru