HighFlyBet Casino - Player's winnings are unfairly withheld.

I am submitting a formal complaint against HighFlyBet (operated by Terdersoft B.V.) regarding the unfair withholding of my winnings.

My total winnings reached $55,524 through gameplay. However, I was only paid $12,000, and the remaining $43,524 has been withheld based on a maximum win restriction.

The casino claims that a "max win" limit of 12,000 CAD applies. While this may be mentioned within the game rules, it was not clearly or prominently communicated in a manner that ensures full player awareness before or during gameplay.

More importantly, after surpassing the alleged maximum win limit of 12,000 CAD, I was allowed to continue playing without any restriction, warning, or system enforcement. My balance continued to increase until it reached $55,524. At no point was I prevented from exceeding this supposed limit.

If such a maximum win rule is strictly applied, the system should enforce it in real time by stopping gameplay or capping winnings once the limit is reached. Allowing a player to accumulate winnings far beyond the stated maximum and only enforcing the restriction afterward is misleading and unfair.

I have made multiple attempts to resolve this matter directly with the casino support team. However, I have only received generic responses referring to the existence of the rule, without addressing the core issue of its delayed and retroactive application.

This raises serious concerns regarding fairness, transparency, and responsible operation.

I respectfully request Casino Guru to investigate this case and assist in obtaining a fair resolution for the remaining $43,524 of my winnings.

I am prepared to provide all supporting evidence, including screenshots of my balance, proof of partial payment, game records, and communication history with the casino.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Joban_sidhu60,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"3.28. Winnings from the bonus are restricted to a maximum of x10 the bonus amount.

3.29. Some bonuses have a maximum win setting that limits your win by multiplying the bonus sum with the max win. For example, if your bonus is 100 EUR and the maximum win is 10 EUR, your win cannot be more than 1,000 EUR (100*10)."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

Is there any additional information that would support your case?

What exact responses did you receive from the casino's support team during your attempts to resolve this issue?

Thank you in advance

Best Regards,

Petra