Highroller Casino - Pelaajan kotiuttaminen viivästyy asiakirjan hylkäämisen vuoksi.

i submitted two official bank statement documents directly from my bank as a proof of address. they keep rejecting the bank statements claiming its not original when it is . the document was never edited . i simply downloaded it directly from my bank website and submitted it on the casino website. bank documents should be accepted as part of proof of address according to their own terms and services .

Dear buitragobenedicto2,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only issue?
• Have you provided any other documents to verify your identity, and have they all been approved?

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,

Kristina

the home address verification is the only issue im having. i've provided 3 different bank statements that are all original and unedited straight from my bank account .

all the other documents have been aproved (ID and payment method)

Thank you very much for your reply, buitragobenedicto2. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, buitragobenedicto2, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 buitragobenedicto2,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Highroller Casino representative to join this conversation.

Dear Highroller Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi buitragobenedicto2,

Thank you for contacting us, and we are sorry to hear that you have experienced issues with the verification of your account.

We understand that the verification process can be frustrating for our customers, but we are obliged to carry out necessary verification checks on our players at any stage. This is also stated in the terms and conditions, which you are asked to accept upon registration.

We do our best to try and get the document verified for our customers as soon as possible, however on certain occasions there might be a slight delay, especially if documents need to be re-sent or if additional documents are requested.

Kindly note that we have contacted our Verification Team and they have advised that you are still pending a valid POA (Proof of Address) Document on your account. At your convenience kindly forward the requested document to us at support@highroller.com so we can escalate to our Verification Team and subsequently verify your account to resolve your case once and for all.

Best regards,

HighRoller Casino

it doesn't seem like you read what i wrote about my specific problem was but i submitted 3 DIFFERENT bank statements that are original and downloaded straight from my bank account which your system said its not original.

Dear buitragobenedicto2,

If you would like to successfully complete your withdrawal process, I would recommend you to try to comply with casino's document requirements as soon as possible.

Since there seems to be a problem with acceptance of your submitted documents, I would suggest you to cooperate with the casino and submit a bill, that contains your address, for example an electricity bill, mobile phone bill or confirmation of a bank account ownership including your home address, that was mentioned by the support

Thank you for your cooperation.

i did again and they rejected it

Dear Benedicto,

Thank you for reaching out to us and sharing your concern.

We appreciate your effort in submitting the proof of address document. However, to comply with our verification procedures and ensure the security of all players, we require a document that is an original and directly downloaded from the source (such as your bank's website or portal).

Unfortunately, we are unable to accept the document you provided as it does not meet the necessary criteria. To proceed with the verification process, we kindly ask that you submit a valid document from one of the following categories:

A recent bank statement (other than the one previously submitted)

A government-issued document, such as a tax bill or official letter

A utility bill (electricity, water, gas, etc.)

A letter from your bank

We recommend downloading the document directly from your online banking account or obtaining an official statement.

If you need any assistance, please don’t hesitate to reach out to our Customer Support, and we will be happy to guide you through the process.

We appreciate your understanding and cooperation as we work to ensure the safety and integrity of your account.

the 3 bank statements i submitted are original and were downloaded directly from my bank and you guys still rejected it.

i just submitted a new one again and same result

Dear Benedicto,

Could you please send me all of the documents, that were rejected to miroslava.d@casino.guru for review?

Thank you.

i sent it to you via email

thank you

Dear Benedicto,

I can see on the documents you sent me, that in the upper right corner it is written "Page 1 of 2". If you submitted them, it can be a problem, because they can be considered edited, therefore not original, since they don't seem to be in the full length.

I would recommend you to try to comply with the casino's requirements to the most extent possible, to be able to get to the point of successful withdrawal.

yes , i see what you mean . i have now submitted the document with both pages

Dear Benedicto,

Have you received any update regarding your submitted document?

Dear buitragobenedicto2,

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.

its been resolved thank you

Dear Benedicto,

Could you please confirm, if you have also been able to complete your withdrawals?

Thank you.

Dear buitragobenedicto2,

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.

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,

Mirka

Casino.Guru