High Country Casino - Player's Bitcoin withdrawal is delayed.

Ok, so after I've been screwed over a couple times by other casinos I typically try to do as much research as I can about the casino just as I did with High Country Casino and I check multiple resources and all and all it appeared the good outweighed the bad. One of the important things that I check is Withdrawal time and they have it listed on multiple sites for Bitcoin withdrawals it's 24-48 hours so I am good with that and then for other payment methods it's some days like 2 weeks. WELL THAT WAS A LIE!! After 48hrs had past and no payment was received and hadn't heard anything from the casino I emailed them for the status. Finally they emailed back and tell me it's been approved and is on the next "Batch" of payments to go out but even then told me it takes normally 24-48 hours so I waited a couple more days and same scenario, Ave I had to email them.... long story short I have a thread of emails about this and each time same excuse and it's been 2 weeks now for a BITCOIN Withdrawal! This is not acceptable and I'm actually in desperate need of this money life or death situation and I also let them know I was filing a complaint against them. I just want my money and for them to stand by what they claim to provide. Thank you in advance for any help you can give.

Dear ashleydicristo,

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 made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina, I apologize for the small delay but I had cluster seizures all day and night yesterday so I wasn't able to get back to you yesterday. Anyway , I wanted to let you know also that I'm not from Florida and if I accidentally put that I'm so sorry but I'm in Indiana just so you know. Okay and to answer your questions you sent to me...

1. No I haven't received a payout from them ever yet and still haven't received it from winning now

2. The amount of 605 is my total winning to paid out to me. The bonus amount is already taken out of it so it's all mine from $605

3. Yes, my KYC has been confirmed, completely approved since about a 1½ weeks ago.

Thank you so much for your help!

Ashley

Thank you for your reply, ashleydicristo. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? 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.

Hello Kristina,

Thank you for getting back with me. So the status is the same. Nothing has changed, is just been sitting there pending but I have a long thread of emails I will forward to you through the email you have listed above. I attached a couple Screenshots also showing the payout request. They have already told me in the email threads that my payout is approved and everything but I am waiting on them to apparently send another batch of payments out well I'm sorry but that doesn't make sense and if I wanted to wait that long I would have went somewhere else but they are trying to group all types of payments in one bunch so therefore if someone else is getting a check which takes a while I have to wait as well? And I'm not okay with that and this is been my first experience with this casino and I will not be playing that here again after this so anyhow let me know if you have any other questions or if you need anything else and like I said I'm going to forward the thread of emails to the email you have listed and thanks a lot for your help as well!!

Kindly,

Ashley D

Thank you very much, ashleydicristo, 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 ashleydicristo,

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

Dear High Country Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello Mirka,

I just wanted to confirm that I received and saw your message and also to let you know that I tried emailing them again but still haven't heard back and that was Sunday night around 9pm I emailed them. Hopefully this can be resolved soon because it really is disappointing this has been my 1st impression of them. I know for a fact that the withdrawal has been completely approved also and literally all that needs to be done is sending it to me so anyway thank you for your help and hope to hear back soon and / or get this finally resolved.

Kindly,

Ashley D

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 ashleydicristo,

Casino representative informed me outside of this thread, that you've been paid out on 5th March 2024 by BTC.

Can you please confirm, that you have received the payment?

Thank you.

Dear ashleydicristo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.