High Country Casino - The player's winnings got capped.

January 2,2023 deposited $50 and received a 500% Welcome Bonus. Much luck when playing and built my account to $2500 by January 5th. While playing I clicked an icon and info said History so I clicked and heading said Withdraw click to see if I was eligible to withdraw any of my winnings. Went back to playing and moments later my account was reduced to $940 without any notice or without my asking for a withdrawal. Contacted a representative on Chat and explained what had happened. After a while he responded that I chose the Bonus Bigwin and that I could only withdraw $1000 which was 20 x my deposit. Asked why was $1450 deducted from my account and his response was I chose the Bigwin Bonus and I could only withdraw up to $1000. After attempts to find out why $1450 was deducted and response the same I went back to playing. This really was bothering me so I went to Chat again and another representative answered. I explained what it was I was asking and his response was exactly the same. I still pursued to find out if the $1450 was lost or if I still had access to the funds to play. Again I was told I choose the Bigwin Bonus and I could only withdraw $1000. Frustrated I went back to playing. Thought that if I were allowed to withdraw $1000 I should request to withdraw some of my winnings. Went to Cashier and there I could make a withdrawal. I requested $375 to be mailed to me and that there was no charge to use this service. Three days later went back to the site and played down my excess to $388 and so requested $350 to be withdrawn and sent to me by mail. Both requests were acknowledged and both were free. On Jan. 10th I received six e-mails, two indicated my request for $375 and $350 were declined. Two other e-mails indicated that I was approved to receive $150 of the $375 requested and $325 of the $350 requested. Two more e-mails indicated that $250 Promo Deduction (not sure what this is) was requested and $250 Promo Deduction was approved (NOT BY ME). At this point I felt like any discussions would be futile. High Country Casino did call and left a voice mail but I could not understand the message left after playing it back several times (because of broken language, sounded Hispanic). I tried calling the number but was told the number could not accessed and to hang up and try again, so I did but with no success. If the $250 Promo Deduction was to re-coup the Welcome Bonus that should not have anything to do with my winnings. Also by deducting $1450 from my account without notice is 5 and a half times the Welcome Bonus. And why was $1450 deducted in the first place without notice. 

Submitted by Gary P**** 208-488-2****

             3772 E. Wor***d Ct.

             Bo**e, Idaho   8**6

             E-mail gary.p****lo@yahoo.com

Thank You

Hello garypaporello,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with High Country Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Was this your first ever withdrawal request from the casino? How much is your current balance and how much is a pending withdrawal? When was the last time you spoke to the casino and what was it about?

Please note that as long as the bonus had a max win limit, the casino had every right to void any remaining balance from you as you wouldn't be able to cash them out anyway.

Looking forward to your answer.

Regards,

Nick

Not sure what is meant by if my account is verified but clicking into Cashier there is acknowledgement of 2 payouts pending totaling $475 as of 1/10/23. No indication of when payouts will be processed. Yes, this is my first withdrawal request from High Country Casino. I have played down my balance to $0.00. Last communication, I was on Chat with two separate representatives on 1/05/23, we discussed the deduction of $1475 and my max withdrawal was $1000. Had a voicemail on 1/11/23 but could not understand the information other then the caller was from High Country Casino Security. Tried calling the number back but was told # could not be accessed and hang up and try again. Did two more times but to know avail. If I could get the $250 Promo Deduction back for a total payout of $725. I would think that would be fair.

Thank You

Hello garypaporello,

The verification means if you have forwarded the casino your documents to verify your identity in order to withdraw from there. It is usually some personal verification like ID, passport and payment provider (deposit, bank statement).

Please forward your communication with the casino to nikolas.b@casino.guru.

Nick

Sorry not to have responded recently as I was out of town and did not have a computer. I did get a call from High Country Security and will send them verification so they can send me $475 . Thank you for your immediate response to my concern. I still believe that a notification should have told me they would deduct $1450 from my account. I did not have a chance to play with those winnings but I understand the process now. Also I believe the Promo Deduction of $250 was wrong. Why give a Welcome Bonus if they are going to take it back. So if I were allowed to cash out $1000 I really would only be able to realize $750- Again thank you for your attention to my issue.

Hello garypaporello,

Many bonuses have a limited maximum win and once you have higher balance as the allowed one, they void everything above that limit.

Also there are some bonuses called "sticky bonuses" - in this case the casino also deducts the received bonus amount from your final balance. For example if you did deposit 100€ and received 100€ bonus and after you finish the wagering and end up on 1000€ balance, they deduct 100€ and your final withdrawable balance will be 900€.

Is there anything else we can assist you with? If no, the complaint will be closed.

Dear garypaporello,

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.

Resolved my issues with High Country Casino and received $475. Thank you for your immediate response to my complaint. Through the process I learned how bonuses are handled. Again thank you for your help.

Gary P*******

Thank you garypaporello for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick