HighFlyBet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Hello. I played on this casino site and after I win a big score, after trying to withdraw I got at the verification steps. I gave photo id first requirement. Got a rejection with no explanation. After that they requested credit card photo. Gave them the photos and the card got verified in 24 h. Now at the verification screen I have all documents verified except Id. When I try to re-load the id photos the sistem tells me I cannot anymore. After contacting support they email me and tell me that further verification is required. But they didn't request anything from my side. They tell me to wait ... It has been 3 days now .. my account is suspended during verification... I cannot withdraw I cannot play. .. and I have no idea why this long for a verification. Can you please help?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HighFlyBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the account status and the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello ,

• Could you please advise how long you were a player at the casino and when exactly your account was blocked? i do not know exactly for how long but it is more then a month, the account was blocked on the same day i made the verification, telling me that i cannot play anymore until i verify. Also today morning i got an email that my account has been closed and funds deleted due to fraudulent activity 😲-->
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) only slots, i basicly got max win on a game called 5 lucky clovers, after that i played on big bets and from 9000 RON i went down to current balance of 5800 RON. photos with balance in attachement. Balance photo as well as suspended account message -->
• Did you achieve your current balance with the help of a bonus? no, there was no bonus involved, i deposited 4 times in a row 100 RON 3 times and 150 RON last time .
• Could you please share with me your communication with the casino regarding the account status and the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. i will add all that i have from their side here . Thank you
• Here is the verification status screen where my card was verified and ok also you can see the balance, but my ID not...
• these two pictures are the emails received after i uploaded on the app the photos of my ID, asking to send photos of card .. which i did and got confirmed.

After 24 h of checking my credit card, i talked with online support and each time they would tell me that everything is ok it is just a matter of time for the verification team to finish the check...

Now i lost all the money and account got closed due to false claims of fraud.

If you can help me i would be forever in your debt... this for me are lifechanging money...

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Alexrazian,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from HighFlyBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear HighFlyBet Casino,

Could you please provide us with detailed information regarding the player’s issue? In particular, we would appreciate it if you could clarify the reasons for the delay in processing the player’s withdrawal as well as the specific issues encountered during the verification process.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Alexrazian,

Your account has been permanently closed due to fraudulent activity and winnings were confiscated.

The Company enforces a strict anti-fraud policy, utilising advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage

Dear Kubo,

We have sent you an email with further information.

Best regards,

HighFlyBet Casino

Dear HighFlyBet Casino,

Thank you for your clarification and for providing the additional context.

Dear Alexrazian,

To proceed with the investigation, I kindly ask you to provide the same photo of the ID document that you previously uploaded to the casino and which was rejected. Please send the photo to my email address: jakub.m@casino.guru.

Thank you in advance for your cooperation.

Dear Alexrazian,

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.

Hello, what response are you waiting on my side?

i send the photo ID by email as indicated... to: jakub.m@casino.guru

do i need to do anything else?

Dear Alexrazian,

Thank you for providing the photo of your ID. I would like to inform you that I am currently in communication with the casino representative regarding your case and am awaiting their response to my inquiries. I will update you as soon as I receive any new information.

Thank you for your continued patience and cooperation.

Dear Kubo,

We have provided an answer via email. Please review it at your earliest convenience.

Best regards,

HighFlyBet Casino

Dear Alexrazian,

I apologize for the delay in my response.

I would like to inform you that our communication with the casino representatives is still ongoing. To proceed further, I would like to ask for a bit more information. Could you please confirm whether your ID card was the only document you submitted for verification? Has the casino requested any additional documents, such as a selfie with your ID, proof of address, or perhaps offered to conduct a verification call as part of an enhanced verification process?

Since there have been some concerns regarding the appearance of your ID, I kindly ask you to record a short selfie video (approximately 15 seconds) of yourself holding your ID next to your face, along with a piece of paper showing the current date and the text "Casino Guru." Please ensure that the ID is clearly visible and that both your photo and personal details are readable.

Once the video is ready, please send it to me directly at jakub.m@casino.guru.

Thank you very much for your understanding and cooperation.

Hello Kubo,

the first request was the photo of the ID, which i sent as soon as i made the withdraw.

soon after i received an email in which they requested a photo of the Credit card (back and front).

i did not receive any other requests for verification except the Photo ID and Photo of the Credit card used to deposit the cash.

i will now send the Video with the selfie to your colleague by email.

Thank you

Dear Alexrazian,

Thank you for providing the requested video. I’ve responded to your email and am currently awaiting your reply.

Dear HighFlyBet Casino,

I previously sent an email on October 26 and am still awaiting your response. Could you please review my message and get back to me at your earliest convenience?

Thank you for your cooperation.

Dear Kubo,

We apologize for the delayed response. Please note that a reply has been sent to you via email.

Thank you for your patience and understanding.

Best regards,

HighFlyBet Casino

Dear HighFlyBet Casino,

Thank you for your message. I’ve replied to your email with some additional questions and look forward to your response.

I appreciate your cooperation.

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 Kubo,

We have sent you an email. Please review it when you have a moment and let us know if you have any questions.

Best regards,

HighFlyBet Casino

Dear HighFlyBet Casino,

Thank you for your email. Could you please provide an estimated timeframe for completing the double-checks with the third-party verification service?

Thank you.

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 Alexrazian,

I would like to inform you that the casino representative has contacted me via email, and we are currently continuing the discussion through that channel.

Should any meaningful updates arise, I will share them with you without delay.

Thank you for your continued patience.

Dear Kubo,

We have sent you a reply via email with further information. Please review it at your earliest convenience.

Best regards,

HighFlyBet Casino

Dear HighFlyBet Casino,

Thank you for your message.

Allow me to reiterate our position, as previously stated.

When a casino uses a third-party verification provider, the final responsibility for verification outcomes must remain with the casino itself. The contractual relationship exists between the player and the casino, not between the player and the verification platform. While services such as Sumsub can provide valuable assistance in identifying potential fraud or identity-related concerns, their findings should be considered advisory rather than definitive.

From our perspective, if a casino chooses to block a player’s account and confiscate their balance, it must be able to independently justify and substantiate such actions. Relying solely on a third-party platform’s assessment, without conducting an internal investigation or taking additional verification steps, is unacceptable.

In this case, the player’s identification document was flagged as potentially fake. In response, we requested additional verification in the form of a selfie video clearly showing the player and the ID document. The player fully cooperated, and the video was provided to you for review. Despite this, and despite recommendations to conduct a verification call, you chose to rely exclusively on Sumsub’s findings and did not perform any further internal assessment. The decision to apply punitive measures and confiscate the player’s balance was therefore based solely on a "potentially fraudulent" flag.

As a result, we have no alternative but to close this complaint as unresolved.

Dear Alexrazian,

I’m sorry that we were unable to achieve a more favorable resolution in this case.

Please understand that we pursued this complaint thoroughly and requested additional verification steps from the casino to ensure a fair and independent assessment.

We understand how frustrating and disappointing this outcome can be, especially given your cooperation throughout the process. Please know that our decision reflects the casino’s stance rather than a lack of effort or belief in your position.

If you experience any further issues with this or any other casino in the future, do not hesitate to contact our Complaint Resolution Center. We will be more than willing to assist you again.

We appreciate your patience and trust, and we wish you all the best moving forward.

Best Regards,

Kubo