TheHighRoller Casino - Player’s winnings have been confiscated and account closed.

Dear Casino Guru,

I am making a complaint because this online casino confiscated my legitimate winnings and closed my account without valid justification.

I used a reload bonus and won €20,653 with My real money balance. My account was fully verified, and I complied with all bonus terms and conditions. I played only slots, specifically the game "Oops".

I deposited using cryptocurrency, which is allowed by the casino. After requesting a withdrawal, the casino suddenly claimed my crypto wallet was "suspicious" and involved in fraudulent activity. This accusation is unfounded, and no evidence has been provided. I have never engaged in fraud or abuse.

The casino had previously paid out my withdrawals without any issues, yet now closed my account and confiscated my winnings.

Can you help me to get my winnings?

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Dear Smergo,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you made deposits and withdrawals with this payment method in the past?

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,

Attila G.

Hello,

I have not used VPN or IP-masking software. Yes I have made deposits and withdrawals with this payment method in the past.

Dear Smergo, thank you for your response. Could you please forward your correspondence with the casino? You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

I sent you email.

Dear Smergo,

Thank you for your email. Could you please provide documentation of your previous transactions at this casino, specifically using the same payment method?

Thank you for your patience and cooperation.

They have locked my account, so I can't login there anymore.

Dear Smergo,

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, Stefan (stefan.m@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,

Attila

Dear Smergo,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from TheHighRoller Casino to join this conversation and assist in addressing the complaint.

Dear TheHighRoller Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Smergo,

I have contacted the casino outside of the complaint thread and hope to receive their response soon. In the meantime, I will extend the timer by an additional seven days.

Your patience is greatly appreciated.

Dear Smergo,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino doesn't display its validator on the website as is the regulatory requirement, most likely in an attempt to prevent players from escalating their complaint. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru