The player from the United Kingdom faced difficulties withdrawing €4000, as the casino claimed he wasn't verified, despite having completed verification. Furthermore, he was unable to log in due to the casino stating it no longer operated in the UK, raising concerns about why he had been allowed to deposit. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
TheHighRoller Casino - Player’s withdrawal is delayed due to account issues.
Closed
Our verdict
Player stopped responding
Amount: €4,000
TheHighRoller Casino
Safety Index:Fresh casinoCase summary
Discussion
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7 months ago
I tried to withdraw €4000. They kept saying I wasn’t verified when I was. Now it says it doesn’t operate in the UK and won’t let me log in. If it doesn’t operate in the UK why did it let me deposit.
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7 months ago
Dear danmaskell,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
- In the meantime, could you please send me a screenshot of the error you see when you try accessing the casino website?
- Have you contacted customer support via email after you found out you could not log into your account?
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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7 months ago
Dear danmaskell,
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.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
