High 5 Casino - Player’s account has been closed.

I joined this casino a couple weeks ago and won 345 euro. I checked their website and their restricted countries and Ireland wasn't on it so joined up. The next day they closed my account and said I was from a restricted country I said I looked at the list and Ireland wasn't on it. They wouldnt listen to me and wouldnt even give back my deposits. Theh have since updated their list of restricted countries but I have a screen shot before they updated it

Hello Lindsss,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you passed the KYC before the casino closed your account?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Ya iv sent you a screen shot of the listed countries that was on their website when I joined. They have since updated that

I was after submitting my documents the night before they closed the account

Thank you very much for your reply, Lindsss. Would you be so kind and confirm, you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account, or during playing? Please, also confirm you used the correct information about your country when creating the account.

I didnt use a vin I pressed Iceland and put in all my correct details I also sent my documents before depositing and they could see I was Irish. So why not close the account when they received my documents. Instead of leaving me deposit

I want my deposits back they knew where I was from before I deposited and they didnt have my country on the restricted list

Lindsss, I am sure you understand this changes the whole situation. You deliberately chose a completely different country during the registration in order to create a new account. You breached one of the main casino rules by providing incorrect information about yourself (https://www.high5casino.com/en-row/casino/terms):

"3.1.3 You are under 18 years of age or such higher minimum legal age as stipulated in the laws of jurisdiction applicable to you, you are not allowed to participate in the games offered on the Website. It is your sole responsibility to ensure that the information you provide is true, complete and correct."

"6.1 You represent and warrant that:

6.1.1 The Registration Details are correct;"

I am sorry, but this step was against the T&Cs and the list of restricted countries cannot prevail in this case, since Ireland was not even an option to choose during registration, and players are obliged to enter the correct credentials in all circumstances.

Unfortunately, there is nothing we can do for you in this case. If there is anything else, I could help you with, please do not hesitate to let me know, otherwise, I will be forced to reject this complaint as unjustified. Thank you for your understanding.

Oh get over yourself they still took my money knowing where I was from. So that will tell you all you need to know about this casino. Close the case whatever.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.