HighFlyBet Casino - Player's account has been closed and funds confiscated.

I will start by saying that I have made deposits before, my account was verified and I would like to emphasize that I only used one account, I did not use two or more accounts. I made another withdrawal of PLN 2,300. After writing to them, they wrote back to me, asking when I would receive the payment. Then, my account was suspended and then I was banned. Funny thing is, not only here, but also on bdmbet or Oscar Spin Gold Zino, where I also had only one account. I suspect it's the same network, and when they banned everywhere, I can't think of anything. I wrote an email and only received a message that the money had been confiscated. I asked for the reason, and I heard the same thing: confiscated and that they wouldn't be paying me back because the questions were repeated, and I just wanted to hear the reason, which, of course, there isn't one.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Is there any chance that someone from your household, or someone using the same IP address, also created an account at this casino?
• Have you received any emails from the casino explaining why your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru
• In the screenshots you uploaded with your complaint, the casino informed you that your remaining balance had been paid to you. When exactly did this conversation take place?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

They were automatic games, such as the glow of the jackpot. I don't know, I didn't find what I recommended to my friends. From what I remember, two friends also have ALW accounts. They were also confirmed users from a different IP address and phone number. The casino only responded via email after the agreement, on time, when they wrote to me that the money had been sent, and then, incompletely, they wrote that the money had been confiscated. Afterwards, I asked for the reason, but they didn't explain it to me, and I said goodbye... I'll send an email. He didn't write the email on his own, so he wouldn't get anything and would wait endlessly for the money, which he ultimately didn't receive.

Dear czartek1990czrt

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello czartek1990czrt,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite HighFlyBet Casino to join the conversation.

Dear HighFlyBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Thank you for all your help and for raising my case, hopefully it will be resolved positively... Thank you anyway.

Hello czartek1990czrt,

Below you can find the email you received with the explanation for your account closure:

"You are allowed to have only one (1) account. Only one account for each household, IP, and PC is allowed. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account. If you wish to open another account, you may do so by contacting support. If a new account is opened, the old account will be closed. If you notice that you have more than one registered account you must notify us immediately. Failure to do so may lead to your account being blocked for access.

Additionally please pay attention to the following clause:

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card; denial of some payments made; creating two or more accounts; delaying game rounds in any game (including Free Spins and bonus features) to a later time when you have no wagering requirements; leaving large bets on the table (for example, in Blackjack) and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value, losing the bonus funds, and then cashing out on the built-up value during real-money play; using strategies that take advantage of any software bug or failure; other types of cheating; or becoming bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player."

Please review this information carefully, as it contains all the necessary details explaining the closure of your account.

Dear Michal,

We have provided you with an email with a detailed explanation about the case. Please check it at your earliest convenience.

Thank you for your patience and understanding.

Best regards,

HighFlyBet Casino

Because I didn't create two accounts, I didn't use two accounts, damn it... fix the system, do updates, I don't know, but I definitely didn't use two accounts! Just like at other slot machine casinos, you also banned my accounts on what charges? What does one casino have to do with another? Maybe your system is messed up and you don't understand which casino is which. The truth is, I won't win against you anyway. I can only write off the simple solution, too many payouts for the money deposited on my part, and it had to be stopped. It's a sick system, sick people, and thieves, as per my rules. They have no right to exist... My name is Michał Czartowski, I have a verified account, I have one identity, also verified, so how is it possible to use two accounts on the machine if the regulations prohibit it? I shouldn't be able to create a second account. For example, Total Casino, one identity, one account, there are no such options. And then someone creates an account under my name, let's say, and I get banned again because someone felt like it, even though they don't confirm their identity. I'm suffering from this. Perhaps your employee could create an account under my name, and you have a basis for not paying me out because I'm supposedly using two accounts, which is pure nonsense and fraud. I've been playing for many years at various casinos, at many casinos, and I've made this mistake before, and the CSSINO guru dealt with it, and after explaining it, I simply understood it. I certainly wouldn't make the same mistake again, knowing the rules! So much for buying old high heels for that money and having fun, who the hell are you? Best regards, thank you for the reply, which for me is neither an answer nor a concrete explanation. I still believe that I should have been informed first that there was something threatening my account and my credits, and if so, that should have been automatically neutralized, not the account verified and authenticated. Someone should definitely make sure that this is the case, and not penalize verified accounts for something that, according to me, makes no sense.

By the way, why are you misleading me? Then I don't get paid and my account is suspended and then blocked? There's no specific answer in any of the emails, only that your system detected something, and I don't know what it's about. You don't provide a reason, just that the system tells you so.

This type of emails, I would like to see a photo, a video, something where I made a mistake and where I cheated you, something that I see and everyone can say that I am cheating, I cheated, I made a mistake because it doesn't mean anything to me, in court you have to present some evidence, it's a fact, not a court, so you can do whatever you want!

Thank you for the information and evidence provided, HighFlyBet Casino Team.

Dear czartek1990czrt,

I was provided with evidence supporting the casino's decision. Unfortunately, after reviewing all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts, as explained by the casino team above.

Casinos have a strict policy regarding multiple account cases that have been used in this manner, and the casino has acted in accordance with its terms and conditions to which you agreed when you registered your account.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru