High 5 Casino - Withdrawal of player's winnings has been delayed.

Y'all, I don't know what to do, I'm scared to death, I'll pay you to help me. I won $100,000.00 at High5 Casino last week, I was so happy, they congratulated me said I could make 3 withdrawals daily, and so far I got 5,000 because then they wanted all this paperwork, bank statements, pictures of cards, proof of address, PayPal statements, I sent in everything they asked, and I've verified 5 times, Ive been using them for 4 years, now, I'm so close to seeing my daddy he's dying and I promised him a trip i have just gotten out of a 15 year abusive relationship, I'm going to school to be a victims advocate, but they're saying I need a license, their terms and conditions say government issued document, my state ID is a government issued document, the New Jersey gaming authority says government issued document. I told them this on Friday and sent them my state ID and signed a release form and I havent heard back from them. This has been so up and down it's like a dream come true and a nightmare at the same time. If you can help me get this I will pay you, I'm just lost, I don't know what to do. You used to do sweeps casinos, if you don't want to help me could you at least point me in the right direction?

Dear HotMessXpress00,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear HotMessXpress00,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear HotMessXpress00,

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.

We’ve reopened this complaint at the request of HotMessXpress00 as we were informed that the player has been paid out.

I’m really pleased to hear that your issue with the casino has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru