High 5 Casino - Player's winnings have been confiscated.

Tried to withdraw 4500 and they conviscated it claiming i had multiple accounts but wont provide any details

Dear Plark87,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share a screenshot of the website and the link so we may identify the casino?
• Send emails or chat transcripts regarding the multiple account accusations 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Greetings,

so, I had an account with high 5 sweepstakes casino for about 2-3 months and regularly made deposits 3-5 times a week. I’m not sure if I be redeemed any winnings with them or not, but I went through both verification processes that they require you to do for full access to the casino, (depositing $ and redemption, or winnings withdraw.) the requirements for this include, a photo id (front and back) through verify.com, proof of residence (bank statement with mailing address attached and one more piece of mail)

Now at this point I believe it was a Friday, because it was payday and I deposited maybe $100 dollars, don’t think there was any bonus but if there was maybe $5 bonus max with a 1x playthrough so it really wouldn’t have been the reason I won so big. That day I was playing slots and my favorite instant win game, minesweeper. I believe my first big win was playing slots and I got a B hold and win bonus activated and maybe won $400-500 and then started playing minesweeper and I think it was just a good day for me and probably won about 1500-2200 total switching back and forth between slots and mines. I did not try to withdrawal that day though and at that point there was no issues with my account.

now with minesweeper, you can play games anywhere from .20 to $500 per game and the multipliers can become very profitable the further you get into the game. With this game, you have the option to cash out if you feel like you have won enough and the game ends. Usually I played .50-$3 games and have won anywhere from $80-120 but since I had such a Goodd day I started playing $5, $10, $25 and eventually over the next day or two I was playing $100 games and my biggest pay out was $2,200 and at one point I had $11,500ish in withdraw/redeemable winnings.

I knew the website was legitimate so I wasn’t nervous but like any other stubborn gambler I kept playing and ended up stopping to cash out with I think $5,800. Got on the website to redeem and choose to pull out $4,500 and leave $1,300 to play with. They pull $4,500 out and give me a 24-72 hour timeline that the money will be deposited to my bank account. I’ll also attach the email they sent me saying they had successfully received my request and that it was pending.

$1,300 remained in my account and the next morning I went to sign in and an error message popped up saying "error signing in to account, please contact customer support" and that was the first time I’d ever had an issue and was the last time I had any access to my account. I sent them an email and the only response I received was an AI generated and I said, "after extensive review, our team thinks you have multiple accounts any money remaining in your account will be conviscated.

I also forgot to mention that my account and my wives account were both frozen after this point. The email stated that they believed I had multiple accounts under my name and that the accounts they believed to be involved would all be frozen and the $$ would be confiscated.

that’s why I think that my wife’s account was an account I had opened for what reason? I’m not sure. But those are the accounts frozen and if I could literally just talk to anybody from the casino it could be easily fixed considering we have a marriage license and both accounts were verified with seperate legal identification documents, and I’m not even really sure how one could benefit from opening 2 casino accounts because to still have to deposit money and you still have to win.

maybe with bonus money and sports bets one could manipulate but not playing slots and instant win games.

Thanks for your reply and explanation of the situation.

• Could you please advise if you shared resources with your wife when playing in this online casino?
• Have you played using different devices and each used payment method in your own name?

Please let me know.

Dear Plark87,

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