High Country Casino - Player’s withdrawal is delayed.

High Country has told me now for over 3 weeks that my "withdrawal has passed verification staged and turned over to be sent out by payment provider and I should receive confirmation of payment soon." I've messaged nearly every other day and have been told the same exact thing and that they are having delays with payment provider but I should still receive my Bitcoin withdrawal for 1k very soon. It's now been over a month and the casino hasn't responded for a few days and I'm starting to feel I've been placed on the back burner. I've cashed out on las Vegas online casino and slots plus, which are both sister sites of high country with ease and during the given 5 business day time period. My account is fully verified and theres no reason I shouldnt have my funds now

Dear darrindj123, 

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 from High Country Casino before?

Have you accumulated your winnings with or without an active bonus? 

When was the last time you communicated with customer support regarding your delayed payment?

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, 

Veronika

Hi Veronika! So appreciative of your help.. I've made successful withdrawals from their sister site, slots plus within the given 5 day wait period. I was told the same rhetoric yesterday that my payment has been approved and passed verification stages and I should be "receiving soon" after being told the day before that it was "being processed out to me at this moment by payment provider and sorry for unexpected delays. And yes I used a bonus but everything was completed successfully including WR & max cash out limit of 1000 USD, hence why my account was approved. Thank you !! Please do what you can to get my funds to me or their payment team to escalate this case as top priority and first to be sent out next as I was told weeks ago.

Has there been any updates in regards to this? It's been well over a month now and over 3 full weeks that I've been told my withdrawal was approved and sent to payment provider & scheduled to be sent out with next batch of payouts.. I have never had any issues in the past with this company and i have been counting on them keeping their word with me but it seems nobody has an explanation or an actual time when funds will be sent to my Bitcoin wallet & I've spent a good amount of money here as well as their sister sites

Thank you very much, darrindj123, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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 in the near future.

Hi darrindj123,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear High Country Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

They sent payment but it was 180$ short.they sent attached email saying 1000usd was approved and 3 days later I recieve 820 USD. I've contacted high country and asked why this is and to correct this clearly mistake that was made but unfortunately have not received any information as to how they plan to rectify this.

Dear darrindj123, have you received an explanation from the support about the missing $180? Could it be the withdrawal fee?

There's no withdrawal fee, they are trying to say the cost of Bitcoin went down by 180 dollars and act as if they sent it Friday but in reality they sent it Monday morning and seems as if they are trying to get over on me using the fact Bitcoin dropped some what over the weekend.. there are no withdrawal fees for Bitcoin and with the current cost to send within 30 minutes being literally 3 dollars theres no way what they are saying adds up. I can see they only sent me 820$ on Monday and it was received Monday evening.. so beyond unfair.

Dear darrindj123, I have tried to contact the casino repeatedly but had no success. I strongly believe that the casino must pay out the whole amount in US dollars, if your account currency is USD and you requested the withdrawal in USD, the price of Bitcoin cannot influence the final amount you receive. Unfortunately, there is not much that can be achieved without cooperation from the casino. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia