High 5 Casino - Player’s experiencing some issues.

Violated KYC and AML rules and regulations

failed to protect problem gambler

failed to follow through with any kind of social responsibility or due diligence in researching my history

Dear Itsapparent,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate?

I will be patiently waiting for your reply.

Best regards,

Kristina

My name is Jared H***. I’m reaching out to you in regard to my players account in which I feel I was mislead from the start. This site is anything from being just a free sweepstakes social casino. It’s an entrapment for individuals suffering from gambling addiction, it’s just another way to exploit the vulnerable ( only words and loopholes make it different)Let’s start from the beginning from when I signed up. The KYC and AML laws and regulations were definitely brushed to the side and wasn’t the main focus when signing up as I started purchasing coins in February and never was asked for any kinds of verification until March 3rd. After turning over my documents to you I feel you failed to look at the bank statements because anyone that would look at them could tell that the bets I was making definitely couldn’t be afforded with my income that was left after my monthly transactions. I don’t believe you did any investigation into my profile because if you did you would have seen where I’m a problematic gambler with self exclusions from many other casinos including yours for over a week before starting again. There were many fed flags showing that I had a severe gambling problem that were overlooked or ignored. If any kind of customer due diligence was done on your part you would have realized that I was gambling out of my means when I’m betting nearly 65 thousand dollars in a few months. I’ve struggled with this addiction for a while and I feel I was absolutely taken advantage of. While being allowed to recklessly make bets and chase my losses until I managed to lose everything in my account including money that wasn’t mine. I’m in a much better place than I was then in regards to gambling. My addiction cost me everything that meant something to me and even got me arrested for contractor fraud because I was using customers deposits that I collected for the purchase of garage doors but instead of purchasing the doors I gambled it away at your casino which ultimately led to me closing my business down after eight years of being open. Im hoping you see where you fell short in following through with very key and important KYC procedures that you were to adhere to in offering sweepstakes gaming under Louisiana statues from the gambling commission. Also there was lack of compliance in social responsibility of protecting the player taken on the casinos part in not recognizing the signs and steering me away from depositing thousands and thousands of dollars each night. the signs were evident to anyone that would have done any kind of due diligence that I have a gambling problem. I’m hoping we can resolve these issues between us as I know reporting to the GC would trigger investigations and possible fines that would amount to way more than what I feel is fair. It’s only fair and reasonable that we both take responsibility of the outcome and agree to meet in the middle with a percentage of my refunds returned so I can pay these customers back their money that was gambled away. I look forward to hearing back from you in a timely manner and I’m open to negotiations to put this beIf this can’t be resolved between us I will be forced to start the process of legal action.

Thank you very much for your reply, Itsapparent. I checked the Responsible Gambling policy and I found this:

In the event you wish to close your account due to a gaming problem, simply contact us at support@high5casino.com and we will process this request as soon as reasonably practicable.

Could you please advise if you have ever informed the casino about your gambling problem? Do you currently have access to your casino account?

Yes I asked several times for it to be closed. It was through their support team on the site so I don’t have an email of it but it should show on their end.

it’s their responsibility under these regulations that they look at each customer to determine if they possibly have gambling problems, if they can afford to place high bets like I was or self excluded from other casinos because a problem gambler isn’t going to come out and say they have a problem.

no I don’t have access to my account because I’m from Louisiana and now high5casino stopped accepting players. If they kept the transactions like they should have required by law then it would clearly show they failed miserably at social responsibility. If you go back and look on March 3rd I was allowed to sit there and gamble around 55k in a matter of 3 or 4 hours then another 25k I believe the next day or shortly there after. My game play would show it but I can’t access anything

I'm sorry, Itsapparent, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. While it would be ideal for casinos to proactively monitor all players and intervene when gambling appears excessive, this is not a standard industry practice. Given the circumstances, I do not see sufficient grounds to support a refund request or to penalize the casino.

Since you do not have access to your account, I can only recommend how to request self-exclusion properly in the future. When applying for the self-exclusion, state the reason (gambling addiction) why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.