HighFlyBet Casino - Player's withdrawal has been delayed.

require identification. I have deposited money from my account into theirs.

to the gaming account and they don't recognize who wants to withdraw money.

I have sent them all sorts of documents that they are sure will know who the person is. Still, I always get a message that we are investigating the matter. It has been a month since I won 17,000 euros and I am waiting to withdraw the money.

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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.

• Could you please specify what documents you sent to the casino for verification?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• Which of your documents are still pending verification?
• What types of games did you play at this casino?
• Could you also kindly specify the exact link to the casino your complaint is about?

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

Hi

I have sent photos of my driver's license, ID card, military passport via email,

pension card and official certificate. The ID card is expired but I sent a picture of that too.

I attached a passport photo to the email they sent me from where I sent the photo.

Today I received another notification that the team is handling my case, and it has been doing so for a month.

their email address is highflybet support team < support_cr@highflybet.com >

There is a verification link on their website through which the verification should be sent.

but it says the session has expired.

Mr. Risto V.

I can also send you an email thread showing how much I have messaged.

with them about it.

Hi

has there been any progress on this? I now have 18000e there

in my gaming account and I would like to withdraw money from it but it is not possible when

they have not identified/verified my identity.

This whole thing really feels like bullying.

Mr. Risto V.

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino as well.

Dear ripa,

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.

Hi

I'm getting a new ID card, which will arrive soon.

The casino informed me that they had reopened the verification link.

Let's see if this matter is resolved.

cross

Thank you for keeping me updated.

Could you please let me know when you expect your new ID to be issued?

Thank you in advance for your reply.

yeah I got the card and sent it to them but they came up with new requirements

send a proof of account and address information in the form of an invoice.

Well, I sent them and then there was a request for an ID card that I had to send a picture.

both sides of the ID card even though it had already been approved.

yes this is the kind of CASINO THAT DOESN'T WANT TO PAY OUT WINNINGS

RISTO

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ripa,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika