HighFlyBet Casino - Pelaajan kotiutusta estetään.

License: Curaçao (OGL/2024/1126/0521)

Username: Zolo050

Player Country: Greece

Complaint:

I am filing this complaint against HighflyBet for fraudulent obstruction of my withdrawal request and unlawful rejection of valid KYC documents

I deposited multiple times into my account, but each deposit was processed under a different merchant name, which is already suspicious and raises AML concerns. My current balance is €200.08.

When I requested a withdrawal, the casino demanded verification. I complied fully:

I provided a bank statement (showing my full name, account number, and address). → Rejected

I then provided a phone bill (showing my full name and address, issued within 90 days). → Rejected

Both documents are standard and universally accepted proofs of address. There is absolutely no valid reason for these rejections. This is clearly a deliberate tactic to block my withdrawal and keep my fund Violations by HighflyBet:

Unlawful KYC practices: Endless rejection of valid documents.

Suspicious payment processing: Deposits processed under multiple different names.

Breach of license obligations: Curaçao license OGL/2024/1126/0521 requires fair treatment of players and safeguarding of funds.

Known blacklist: HighflyBet is already blacklisted in Belgium, further proving its unreliability.

I have submitted all evidence (receipts, statements, bills, screenshots of balance, and casino correspondence).

My Request:

I demand immediate approval of my documents and processing of my €200.08 withdrawal without further obstruction.

I request Casino Guru to publish this complaint publicly and assist in holding HighflyBet accountable for these unlawful practices

My Request:

I demand immediate approval of my documents and processing of my €200.08 withdrawal without further obstruction.

I request Casino Guru to publish this complaint publicly and assist in holding HighflyBet accountable for these unlawful practices.

Sincerely,

Ronaldo Braho

(Account: Zolo050, Greece)

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did the verification process start?
• Please specify if any of the documents were already approved/verified.
• Could you please advise when you sent a bank statement and a phone bill?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Based on the casino's comment, the documents were deemed to be forged. Have you provided original, unedited documents for the review?

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

Best regards, 

Natalia

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.

Dear Natalia,

Thank you for your reply and for taking my complaint seriously.

I want to clarify the situation step by step:

Verification process:

The casino started requesting additional KYC documents after my withdrawal request of €200.08. I provided the first document (bank statement) immediately, and later I provided a second one (phone bill) also immediately.

Documents provided:

Bank statement – An official PDF issued by my bank, showing my full name, account number, and address.

Phone bill – A screenshot/PDF from my phone provider, also showing my full name and address, issued within 90 days.

Accusation of forgery:

I must reject this accusation entirely.

The documents I provided are 100% original and authentic.

I did not alter, edit, or forge them in any way.

This is a false excuse used by the casino to block my withdrawal.

Casino misconduct:

Both documents are standard proofs of address used worldwide in banking, finance, and gambling. There is no legal reason to reject them.

The casino has already accepted my deposits without any issue, but when I tried to withdraw, they began delaying and rejecting valid documents.

The casino is also processing deposits under different merchant names, which is suspicious and raises AML concerns

My position:

I have provided all documents in the correct format and as soon as they were requested.

There is no excuse left for the casino to block my withdrawal. I believe this is deliberate obstruction and fraud.

I kindly ask Casino Guru to continue reviewing my case, as this casino is clearly acting in bad faith and violating its obligations under Curaçao license OGL/2024/1126/0521.

Thank you again for your support.

Sincerely,

Ronaldo Braho

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

Dear zeroron,

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,

Natalia