The player from France is not able to withdraw his winnings due to unfinished wagering requirements. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
High Country Casino - Player's not able to withdraw his bonus winnings.
Black points: 185
Amount: $650
High Country Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
High Country Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I made a deposit at the high country casino, which then gave me access to a free $50 code (code: WMD50) for which a wagering of x20 was requested, and a maximum authorized withdrawal of $1000. After having largely fulfilled the wagering requirements (I played $10,750 in all), my withdrawal of $650 was refused because a priori I did not complete the wagering requirements, which are now $15,750, or 315x the amount of bonus, customer service does not help me more, and tells me to play another $4900 before I can withdraw, can you help me?
Automatic translation:
Public
Public
2 years ago
Hello Aelig,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have found this promo code somewhere in your account?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Thank you for your emails, Aelig. Could you please clarify how you found these promo codes? How much money did you deposit in order to activate it?
Public
Public
2 years ago
Translation
I found the code in the promotion emails that are sent to players, and I deposited $25 with code wmd22, then allowed me to play code wmd50
Automatic translation:
Public
Public
2 years ago
Thank you very much Aelig for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Hello, Aelig,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite High Country Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear High Country Casino Team,
Could you please state the reason why was the player requested to continue wagering to meet the wagering requirements? How is it counted? Why did the player see the amount as withdrawable?
Thank you in advance for providing the information.
Public
Public
2 years ago
We would like to ask High Country Casino Team 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 will have a negative impact on the casino's rating.
Public
Public
2 years ago
Dear Aelig,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
