High 5 Casino - Player experienced a glitch while playing.

High 5 casino has admitted to and thanked me for bringing a glitch in there system to there attention and they were able to pinpoint the problem and apply the appropriate fix. However have denied me my pay from 2 separate bonus rounds played on 11-3-25 and on 11-6-25 on the new game Gold N Spin bonus rounds not applied to account once the rounds have been played deleting all winnings and game history no record of bonus rounds. 2 separate times this happened to me the second time i was ready and am armed with screenshots of the entire experience but still have refused to pay me for them. first time was almost $700 and the second time was around 400$

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with High 5 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Two screenshots you provided are regarding a win attained at 5:39 - 5:40 of an unknown date. The other ones are regarding your activity from 15:11 to 15:18. Were you able to check the corresponding game history details?
• If these records weren't sufficient, have you requested the detailed records from the casino?
• Could you please share the response you received regarding these 2 incidents from the casino?
• Could you please share with me your communication with the casino regarding the issue and other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

my player ID is 34892812

I forwarded some email correspondence with high 5 casino to your email

according to my gaming history they have no record of my bonus’s. it says was bonus used it’s highlighted as No. screenshot while I was playing due to the first incident that I have with them not paying for a previous bonus round. hopefully you can make more sense of the correspondence with the emails i sent

Thanks for the information shared via email.

Have you requested full game history records from the casino since the incident?

Kindly send your game history from November 3rd to November 6th to me for review.

My email is tomas@casino.guru

I apologize for the inconvenience. I appreciate your cooperation.

Dear winnerbutt,

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.

1. They have no record of my bonus rounds. The screenshots clearly indicate bonuses and yes here is my reply when asked. I forwarded you the email.

Thanks for the information you provided so far and for your patience.

Sadly, from our point of view, there is little we can accomplish based on the information you provided.

The records you provided earlier with annotated game rounds don't overlap in time with the screenshots showing your winnings. The fact that the casino investigated the situation and didn't find any inconsistencies can't be argued against without solid evidence of a mismatch between your game history and the records viewed in-game, for example.

Please let me know if there are any records or evidence you may provide to support your complaint; otherwise, it will be closed.

The bonus rounds have the date and time however my play history does not show my bonus rounds they have no record of it on my history but i have the screenshots and the lapse in time on my game play of 7 mins

Thanks for your patience.

Please share with me the relevant records via email at tomas@casino.guru so I may review them.

Thanks in advance for your cooperation.

Dear winnerbutt,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru