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.

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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

Dear Joban_sidhu60,

Thank you for your reply and for providing the previous details. Please note that if the casino’s rules for a specific game include a maximum win limit, it is the player’s responsibility to review and understand these rules before playing.

Could you please clarify the following:

• The name of the game you played
• Did you receive any communication from the casino regarding the maximum win limitation before or during your gameplay?
• Do you have any documentation, such as game and bonus history or screenshots, that can support your case?
• When did you first notice the issue with the maximum win restriction being applied to your winnings?

Thank you again for your cooperation.

Dear Casino Guru Team,

Thank you for your response and for reviewing my case.

Please find the requested details below:

• Game name- Chicken road 2

• Communication Regarding Maximum Win Limit:

I did not receive any clear or direct communication from the casino regarding a maximum win limitation before or during my gameplay. There was no visible notice or warning on the game screen indicating such a restriction while I was playing.

While the casino is now enforcing a maximum win limit, this restriction was never clearly displayed or communicated to me during the gameplay of that round.

• Supporting Evidence:

Yes, I have supporting documentation, including screenshots of my gameplay, bet history, and communication with the casino. These show that I was playing using my real money balance, without any active bonus applied at the time of the win.

• When I Noticed the Issue:

I first noticed the issue when my winnings were not fully credited after the game round was completed. The bet i placed of $300 and i reached to 185.08x and i had visual cash out display showing $55524 and i have decided to cash out at that point time.Upon contacting support, I was informed about a maximum win limitation, which had not been clearly disclosed beforehand.

I would like to emphasize that I played using my own deposited funds, and no bonus conditions were active. Therefore, applying a maximum win limit in this situation appears unfair and misleading, especially since it was not clearly presented to me during gameplay.

I kindly request that you review whether the casino properly disclosed this rule in a transparent and accessible way. If such a limitation exists, it should be clearly visible to players before placing bets.

Thank you for your time and assistance. I look forward to your response.

Kind regards,

Jobanpreet Sidhu

Anything more that you want from my side? please let me know. thanks

Dear Joban_sidhu60

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 Peter (peter.c@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,

Petra

Hello there,

Thank you Joban_sidhu60 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask HighFlyBet Casino for their help in resolving this complaint. We would like to know what the issue is with the winnings and what we can do to help resolve this issue.

Thank you!

Hello Peter,

Thank you for taking over my case. I really appreciate your help.

I would like to clarify that my concern is not about losing winnings, but about being misled during gameplay. The game did not clearly display or warn about any max win cap while I was actively playing. Because of this, I continued playing under the belief that my winnings were valid and could continue increasing.

Only afterward was the max win cap used as a reason to deny my full winnings, which I believe is unfair and not transparent.

I have already provided screenshots showing that this information was not clearly visible during gameplay. Please let me know if you need anything further from my side.

Thank you again for your support.

Dear Joban_sidhu60,

We would like to inform you that all games have their own specific rules, which can be accessed directly from the game's menu. In the case of Chicken Road 2, the game rules can be viewed in the top right corner, which displays the minimum bet, maximum bet, and maximum winnings.

Please note that the games on our platform are the property of the gaming providers, and we have no control over how information is provided directly in the games. However, the maximum possible winnings in this case were clearly stated in the in-game menu.

Dear Peter,

We have sent you an email with further information. Please review it at your earliest convenience, and let us know if you have any questions.

Kind regards,

HighFlyBet Casino

Dear HighFlyBet Casino and Casino Guru Team,

Thank you for your response.

I would like to clarify that my complaint is specifically about misleading game design and lack of transparent disclosure, not the mere existence of rules.

If the maximum win cap was clearly enforced and communicated, then the system should behave consistently. For example, the game strictly prevents placing a bet higher than $300 — if a player attempts to exceed this, the system immediately restricts it. This clearly shows that the game is capable of enforcing limits in real time.

However, when it comes to the maximum win cap (approximately $12,000), there is no such restriction or warning during gameplay. From a player’s perspective, I was allowed to continue playing and my winnings visibly increased to $55,524 on the game interface. I was also given the option to cash out this full amount.

Only after clicking the cashout button was the amount reduced to $12,000 in my wallet, based on the 40x max win cap, despite reaching 185.08x with a $300 bet.

This creates a clearly misleading situation:

- The interface displays full winnings exceeding the cap 

- No warning or restriction appears when surpassing the cap 

- The system allows continuation instead of stopping at the limit 

- The reduction happens only after cashout, which is not transparent 

If the casino can enforce a maximum bet limit in real time, why is the maximum win limit not enforced or clearly displayed in the same way?

Additionally, I do not accept the argument that this is solely the responsibility of the game provider. HighFlyBet Casino is the platform offering this game and is responsible for ensuring that players are not misled.

From a player’s perspective, this raises a serious concern: 

Where can players go to expect fair and transparent gameplay if such practices are allowed?

I respectfully request the Casino Guru team to evaluate whether this setup is fair and whether the maximum win cap was adequately disclosed and enforced in a transparent manner during gameplay.

Kind regards, 

Joban Sidhu

Dear Casino Guru Team and HighFlyBet Casino,

I am attaching screenshots as evidence to clearly demonstrate my concern.

1. The game interface shows my winnings reaching approximately $55,524.

2. At that moment, I was given a clear option to cash out this full amount.

3. There was no visible warning, restriction, or indication on the main screen that my winnings were capped at $12,000.

4. The game allowed the winnings to continue increasing well beyond the supposed maximum cap.

This is in direct contrast to how the maximum bet limit is enforced. When attempting to bet more than $300, the system immediately blocks the action. However, no such mechanism exists for the maximum win cap.

From a player’s perspective:

- The interface suggests the full amount is real and withdrawable

- The system allows continuation beyond the cap

- The limitation is only applied after cashout, without prior warning

This creates a misleading gameplay experience, as players are led to believe they are winning more than what will actually be credited.

I kindly ask the Casino Guru team to assess whether this lack of real-time enforcement and clear disclosure of the win cap is fair and in line with transparent gaming practices.

I would like to highlight an additional critical issue supported by the attached screenshot.

In the public bet record shared by the casino, the result is shown as:

Multiplier: x40

Payout: $12,000

However, this does not reflect the actual gameplay outcome.

During the game, I reached a multiplier of 185.08x with a $300 bet, and the game interface displayed winnings of approximately $55,524, with a visible option to cash out this full amount.

Kind regards, 

Joban Sidhu

Additionally, I would like to highlight an important inconsistency.

The same game, Chicken Road, is offered across multiple platforms with different maximum win caps (e.g., 12,000, 13,000, 14,400, etc.). This clearly indicates that the maximum win limit is not a fixed rule of the game itself, but rather a variable setting that differs between casinos.

This raises serious concerns about transparency. If the win cap is adjustable depending on the platform, then it becomes even more important for the casino to clearly and prominently disclose this limitation during gameplay — not hide it within a menu.

As a player, it is reasonable to expect that the same game would operate under consistent rules, or at minimum, that any deviations (such as a reduced max win cap) would be clearly communicated upfront.

This further supports my position that the information provided during gameplay was insufficient and potentially misleading.

Hi, I just wanted to follow up on my complaint as it’s been about a week since my last update. 

Could you please let me know if there are any updates or if you need any additional information from my side? 

Thank you.

Thank you for providing the information HighFlyBet Casino representative.

Dear Joban_sidhu60, I have carefully reviewed this case with my team, and we have concluded that, due to regulations established by the provider rather than the casino, we are unable to offer further assistance in this matter. Ideally, the maximum win should be capped through software to prevent any risk of exceeding that amount; however, the game rules are clearly accessible within the game itself, and we encourage players to familiarize themselves with these rules before engaging in play. Therefore, we regret to inform you that we cannot provide further assistance and must ultimately reject your complaint. Thank you for your understanding.

Kind regards,

Peter