The player requested a withdrawal of PLN 2,500 after winning PLN 113,800, having successfully completed the KYC verification. However, on August 27th, the casino blocked their account and claimed that KYC had not been passed, stating that the account closure was final and only offering a deposit refund, which contradicted the player's evidence of successful verification. The Complaints Team attempted to engage with the player for further information but ultimately closed the complaint due to a lack of response from the player. The option to reopen the complaint remained available for the player in the future.
HighFlyBet Casino - Player's account has been closed unjustly.
Closed
Our verdict
Player stopped responding
Amount: 113,800 zł
HighFlyBet Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
On June 28th, I won PLN 38,320 in a slot game. I used this balance to play other slot games during the following two months and reached a total of PLN 113,800.
On August 22nd, I made my first withdrawal request of 2,500 PLN and successfully completed the KYC verification, which can be confirmed by the screenshots from my account.
Afterward, I was asked to provide screenshots of my deposit transactions from Binance, which I also submitted and had successfully verified. This entire process lasted until August 26th.
However, on August 27th, I was no longer able to access my account, as it had been blocked.
When I contacted support, I received the following email response:
Your account has been closed and cannot be reopened. Please note that if a user fails KYC verification, they will not be able to make further deposits or withdrawals of any amount. Your deposit will be refunded. To proceed, please provide us with the following information:
Cryptocurrency wallet address, currency, your name and surname."
(Translation: "Your account has been closed without the possibility of reopening. Please note that if a user does not successfully pass the KYC verification, they will not be able to make any further deposits or withdrawals of any amount. Your deposit will be refunded. To proceed, please provide us with the following information: your crypto wallet address, currency, and your full name.")
This statement is contradictory, as my KYC was successfully completed, which is clearly visible both in the screenshots from my personal account and in the confirmation emails.
Automatic translation:
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with HighFlyBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise which documents you have provided for KYC verification?
- Are your personal details (name, address, email) in the Binance wallet the same as in your casino account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
- My Spanish ID and a screenshot from my Binance account
- Yes, but they didn't check that, they checked whether I had made a deposit.
- Without bonus
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6 months ago
Thank you very much for your reply! Would you mind specifying why your casino account is in the Polish language and PLN currency while Spanish/EUR is available?
Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.
Thank you in advance.
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5 months ago
Dear MiguelAnd,
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.
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5 months ago
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,
Natalia
Casino.Guru
