High 5 Casino - Player’s winnings have been canceled due to alleged glitch.

Casino claiming a glitch responsible for my winning and canceled close to $63,000 from my account after letting me withdraw close to $20,000.

I won by buying diamonds and using them to buy free spin super boosts for the game Green Machine Supreme. There were no glitches and this affected several others. I have screenshots of everything

Dear topcityhandyman,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you've been experiencing with the online casino. To better understand your situation and assist you more effectively, could you please provide the following details:

• Did you play the same slot machine before April 15th, when the casino claims the technical glitch began?
• Do you have any additional information or evidence to support your claim, including experiences from other affected players?
• Have you received any official statement from the game provider confirming that the game experienced a technical glitch?

Please forward your full game history to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I think the casino is saying the glitch was the fact that the boosted free spins were made available, not a glitch in actual game play. I'm not certain because they didn't elaborate. I have played the game in the past but this was a boosted set of free spins that once I saw how it was paying out I bought diamonds several times and used them to buy as many free spins as I could. I redeemed almost $20,000 I won playing the same boosted free spins. There wasn't any problems until I put in redemption requests for the maximum amount of 10,000 per redemption request. That's when they hit me with verification requests for identity, banking, tax forms (W-9) even a publicity release form. About 4 or 5 days after that when I received the first email talking about a glitch. I did a quick Google search about a glitch at h5c and found others complaining about the same thing on reddit and trust pilot. I included screenshots of other affected players I found on reddit. I am waiting on a response from them about my full game history and will forward it as soon as I receive it. H5c has "Boosts On Demand " such as extra free spins, double payouts, half price power bets etc. Bought with diamonds, a secondary currency at h5c. I was using the "boost" Free Spin Super Boost on Green Machine Supreme 15 free spins @ 1.60 per spin. I have screenshots showing the results of nearly every set of 15 spins I played.

I have forwarded my complete gaming history from the casino

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

Hello topcityhandyman,

I am sorry to hear about your issues.

Firstly, I want to mention that we mistakenly received your complaint, we do not handle complaints related to social casinos. However, since a complaint has been initiated, I will attempt to analyze it and offer you some advice on how to proceed. (This casino does not have a representative on our platform.)

Upon reviewing the game log, it appears that you won a significant amount of money from a single bet, possibly the one where you purchased free spins worth 2000.

You mentioned that you used diamonds for purchasing free spin super boosts. Could you clarify the amount spent on acquiring these diamonds?

Based on the communication from the casino, it seems that the primary issue stems that you received ten times more than the expected reward for the diamonds.

Legally, the casino is within its rights to nullify the balance if it is evident that there was an error in how the feature functioned. In such instances, the casino should revert the balance to its state before the error occurred.

In this scenario, it is crucial to assess the sum invested in purchasing the diamonds and compare it to the amount you already withdrew.

Dear topcityhandyman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.