HighFlyBet Casino - Player’s withdrawal is delayed and account is frozen.

The problem has lasted a total of six weeks, at first they asked for dozens of documents, everything has been sent and they have been saying for many weeks that the account has been verified. Still they do not pay. My account is frozen, so I cannot make a withdrawal. They just keep saying for a week that I have to wait for the responsible team to open the withdrawal page, but nothing happens. There is no direct contact with the responsible team and during the whole time they have not told me what the problem is when they do not pay.

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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.

Have any of your identity documents been reviewed and approved by the relevant department? In the screenshot you provided, it seems that your documents have been rejected.

Could you kindly specify which documents you provided, and when exactly you sent the last one to the casino?

When was the last time you communicated with the casino customer support regarding the verification of your account?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

Has checked. During the first month they asked for dozens of documents (often asked for the same documents many times even though they had already been sent, which is really strange) when I made my first withdrawal on 13.9.15.10 they said that all my documents were approved, but required confirmation from a higher authority. I have sent them proof of address, proof of payment, proof of identity, proof of funds and 3 months of bank statements for all bank accounts. I last sent the requested documents on 13.10. I have contacted them over a hundred times but they say they can't do anything in the chat, you just have to wait, you can't contact the inspectors directly and they say they can't either, which feels really strange, today was the last time. I played sports betting

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

Dear Vilperi12,

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