High 5 Casino - Player cannot access his account and redeem winnings.

Hi, I'm a verified member of High 5 Casino. I'm writing to share about an issue with high 5 casino. i have 2000 sweeps coins ($2000) in my high 5 casino account. on february 27th, 2025 i went to pull up the high 5 casino app, and it seemed to take me to a generic version of high 5 casino. on this generic version of the site, i'm unable to view my sweeps coins, and unable to redeem my sweeps coins. i wrote to high 5 casino in the help section, and they haven't written me back. i tried to access my high 5 casino account on my laptop computer, when i logged in, a pop-up appeared, which is a sign up form. i'm a member, and have been for quite some time, and unable to redeem my remaining 2000 Sweeps coins. i wanted to redeem them for gift cards.

Recently, while going to the high 5 casino site on my iphone, a pop-up appeared notifying me that high 5 casino was leaving Connecticut, on March 14th, 2025. i had a total of 3,971 sweeps coins which i began to redeem some for my favorite gift cards. my account is in good standing, and i never violated any terms of service. on February 27th, 2025, i noticed a generic version of their site when i opened the high 5 casino app. with the site leaving Connecticut on March 14th, i thought i would have more time to redeem my sweeps coins ,and even though i was able to redeem some, there's still 2000 sweeps coins i was unable to redeem. i feel very disheartened by this, as i've been a loyal member of their casino. i'm full verified, and would like to be able to redeem my sweeps coins that i fairly won. i'm writing to AskGamblers site, for any assistance and help in this matter. this is a list of things i have done ,to try to access my high 5 casino sweeps coins. also, when i try to access my redemptions gift cards, on prize out, i'm unable to log in to view my gift cards.

-wrote to high 5 casino (recieved no response from them

-i tried to sign in on my laptop, and was unable to access my account

-i uninstalled and re-installed the high 5 casino app, but it's still sending me to a generic version of their app and also getting the sign up popup.

i hope to hear back from you, and anyone else who is being unfairly by high 5 casino. i feel like this is very deceptive of them, and i would like to find out information, about how best i can go about, trying to redeem my remaining 2000 sweeps coins. Thank you :) 

Dear ChrisT1981,

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.

Regarding the notification about High 5 Casino leaving Connecticut on March 14th, have you received any specific instructions from them about how to redeem the remaining coins or transfer your balance before this date?

Were there any official communications (email or in-app notifications) from High 5 Casino explaining what this change would mean for players in Connecticut, particularly for those with remaining sweeps coins?

Can you confirm that you are in full compliance with High 5 Casino’s terms and conditions, and that there have been no violations or account-related issues that might affect your ability to redeem sweeps coins?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hi Dominika, thank you for writing. i am happy to answer your questions, and am very hopeful my answers are helpful.

high 5 Casino recently post a notice pop up on their site, alerting members that they are leaving Connecticut on March 14th,and that i had until then, to redeem my coins, and to participate on the site. they allow 3 cashouts per day. realizing i wouldn't have much time to redeem my coins ,i decided to cash out 3 times per day, for gift cards featured on their redemptions page. i noticed the site changed on february 27th, with no mention of my sweeps coins, and no mention if i'd be able to redeem them. i wrote to the help section page of high 5 casino, and they haven't written me back. i would love to be able to redeem my 2000 sweeps coins i have remaining on my account, C********1. since it's still february, i thought i'd have more time to redeem them. i am unable to log into my account, and high 5 casino hasn't written me.

i didn't recieve any notifications emails from high 5 casino about them leaving CT on March 14th, but did recieve the in-app notification, about them leaving CT on March 14th, they posted it on their app.

Yes, i can confirm, i am in full compliance with High 5 Casino’s terms and conditions, and never had any issue with the site. i even had cashed out for 3 gift cards on the morning of February 27th, but during the evening, is when their app changed for me, and eventually was unable to log in. i get a sign up form when i try to log in, that sign up pop-up remains on the page, and i'm unable to log in. i am fully verified on high 5 casino, including my SSN, Photo ID, proof of address is verified, and also sent a selfie, all forms of ID they requested.

Yes, here are my messages i sent to high 5 casino, as soon as i found out, their app changed, and i was unable to log in, and unable to see my sweeps coins. i sent these messages, and never recieved any replies/responses. i'm am going to forward the emails to you.

Thank you so much.

Update. high 5 casino sent me an email. i am still unable to log into my account. here's the email that high 5 sent me in reply to my message to them..

my message to them.

Feb 28, 2025, 7:20 AM EST

Hi, i'm C********1, i'm a verified member of high 5 casino. i'm unable to log in, and i get a pop up on the main site page. i would like to log into my account, thank you.

high 5 casino's message to me

Account Manager (High5Casino)

Feb 28, 2025, 11:55 PM EST

Hello C********1

Although High 5 Casino is a social Casino application, due to the legal landscape in the Connecticut High 5 has restricted the purchasing of coins, feature packages, and playing High 5 Casino altogether. 

H5C regrets the inconvenience, but based on legal concerns in these States H5C was compelled to stop offering its Sweeps games. 

You will be able to redeem any redeemable SC until 03/14/2025 and Classic gameplay will continue to be available to you. Please note that any coins not redeemed by that time will be forfeit upon closure of your account. 

Thank you for your understanding.

Customer Support Specialist

support@high5casino.com

i am still unable to log in, to cash in my sweeps coins.

as of March 5th, 2025, i am still unable to log into my high 5 casino account, when i try too, a pop up comes up to join, but i am already a member. i've also read online on numberous reviews sites, that many other members are recieving the same treatment from high 5 casino.i have written to them, and mentioned i would like to redeem my $2000 in sweeps coins, and they aren't helping me. i have even begged them if they could please access my account to see if everything is alright. the only response from them, is generic reponses, and not helpful at all. they said us members have until March 14th, 2025 to cash out. i have $2000 in sweeps coins, and would like to redeem them for gift cards.

Dear ChrisT1981, could you please provide a screenshot of the pop-up?

Also, what is shown in the login section when you enter your login details?

Hi Dominika, thank you for replying and reviewing the case. I appreciate. When I go to the high 5 casino app to sign in, it asks me how I would like to sign in. I enter to sign in and seconds later a sign up pop up appears and can’t be clicked off. Here is a screenshot of what appears. I have also sent this screenshot to high 5 casino. When I’m trying to sign in also, in those quick seconds it appears to be their classic high 5 casino section and not their sweeps coins casino section and that pop up quickly appears before I can even click anything.

Thank you very much, ChrisT1981, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

OH MY!!! thank you so much!!! i was able to change my password on high 5 casino, and i was able to log in!!! to my sweeps coins, i am amazed!!! i was able to redeem more of my sweeps coins, and awaiting payment. i will update this page as soon as i get paid, i just wanted to let you all know, changing my password, and signing in with my email/new password, got me in!!!!

i was just paid 3 gift cards (ebay) from high 5 casino, i am very thankful and grateful. Thank you so much, CasinoGuru, Dominika, i appreciate everything. changing my password, and logging in with my email instead of my icloud or google account, made all ok . i am relieved, i'll be able to redeem more of my sweeps coins, until march 14th Very happy!!!

Hi ChrisT1981, this is great news! :)

Does it mean your issue has been resolved now?

Hi Matej, yes, the issue has been resolved, thank you all so very much, i can't thank you all enough, for your amazing efforts, and for your support. i will forever be grateful,and appreciative. many thanks.

Dear ChrisT1981,

I am glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru