High Noon Casino - Player's bonus withdrawn due to prolonged verification process.

I received a bonus from High Noon Casino which I wagered successfully, upon completion of the wager, I received a call from them instructing me to verify me account with various documentation. I managed to get these done. The person calling and the agents via email insisted that i use bitcoin as a means of deposit and yet they had Visa and Master card which i could have used immediately.

I have been informed that the bonus withdrawal cannot be done due to the verification taking long from my side and the withdrawal period been 30 days. I have proof via email that this is not true. Even after the so called 30 days had lapsed, the Casino was still giving me instruction and insisting that i use Bitcoin to make my deposit. I eventually managed to get a bitcoin account through Luno and made the deposit. Why insist i use bitcoin when i could have made the deposit with Visa? I followed their instruction as i know that breaking the rules would result in me loosing the bonus and yet this is what has happened???? I have attached 2 emails from a number that i have on record, Please assist me with this, Thank you.

This is what they sent me: Whilst checking your account I noticed that you did not verified your account within 30 days of claiming your welcome coupon.

Unfortunately the terms and conditions of the casino were not met by not verifying your account within 30 days of the welcome bonus being redeemed.

The term in question is as follows:

18. The maximum cashout on all non-deposit bonuses is 5x the bonus amount and the time frame is 30 days unless stated otherwise

Hello Stephen13433,

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

Could you please advise since when exactly is the verification process ongoing? Did you deposit into the casino? When was the last time you spoke to the casino and what was it about?

Please note that you usually can't withdraw to cards and in order to verify your payment method for withdrawal, you have to deposit with them, that's why the casino might have request a bitcoin deposit.

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for taking on my case.

The verification process started about 18 August 2023 and was completed on the 22 August 2023, i have email confirmation from the Casino

I made a crypto deposit of $20 as per instruction from the Casino

This morning i requested an answer to my email that i replied to.

Still no reply

Regards

Stephen F****

Hi Nick,

With regards to the last part of your message, i understand what you have written there, in this case, for the deposit part, they were insistent on me making a crypto deposit. I had no issue with a crypto withdrawal as i have a Coinbase account, i just could not send any crypto using that account, i had to do a lot of research in order to find the one i am currently using that has access to South African bank accounts.

Hi Nick,

I have some new information that i just picked up. I had made a withdrawal request on 31 10 2023, the reason for this was that i thought that i had found a bitcoin site that could process my transactions through my bank. I was not aware that they had gone through the process and declined my request on 02 11 2023.. I did not receive any feedback via email or telephonically. I have an email correspondence acknowledging the withdrawal request below. I also took a screenshot of the transactions on High Noon's casino site:

Regards,

Stephen F****

***

Hello Stephen13433 and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Nick,

Thank you for the assistance so far, i look forward to resolving this situation with Peter.

Regards,

Stephen Fynn.

Hello there,

Thank you Stephen13433 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask High Noon Casino for their help in resolving this complaint. We would like to know why was the player's bonus declined on the grounds of verification when it was completed and subsequently, why was the player's withdrawal declined.

Thank you!

Hi Peter,

Thank you.

Regards,

Stephen Fynn

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.

Hi,

Please bear with us, this is under review and we will respond very shortly.

Best regards,

The High Noon Team

Hi,

Thank you for raising this query. So in this instance, Stephen13433 created their account on the 16th August, and claimed the welcome offer the following day. The player then had 30 days to fully verify the account as per:

18. "The maximum cashout on all non-deposit bonuses is 5x the bonus amount and the time frame is 30 days unless stated otherwise."

The player did not meet this requirement until the 27th of November. As over 30 days had passed the winnings from the free chip were void in line with our terms.

I hope this resolves the query but if there is anything else please do not hesitate to contact us.

Regards,

The High Noon Team

Hi,

I believe that High Noon Casino has broken its own rules by replying to my withdrawal request and also leaving the $100 in my account. Have they even bothered to look at the information that i have provided to you or are they going through their system to check the dates only. Had this bonus lapsed in the thirty days then one, they should have removed it from my account, two, when i made the first withdrawal attempt they should have declined it that time - they broke their own rule by continuing as if the bonus was still active, then when i made the deposit, only then did they decline my withdrawal.

Regards,

Stephen F***

***

Dear Stephen13433, you mentioned that you passed the verification on 22 August 2023, and you have email confirmation from the Casino. Can you provide this email to my address, please? (peter.c@casino.guru)

Thank you in advance!

Thank you for providing the verification email Stephen13433, I am currently in contact with a casino affiliate discussing your case. I ask for your patience during this time. Thank you in advance!

Dear Stephen13433, I have contacted a casino representative about the issue to try to reach a compromise but unfortunately, I was told nothing can be done in this case. The verification email you provided mentioned that your verification process will be finished once you make a deposit which didn't happen until much later on. Therefore the casino is operating under their terms and conditions and voided your bonus. I understand your frustration that arose as the funds remained visible in your account but it is pretty common that rules like these are only applied when a withdrawal is requested. I am sorry I could not be of more help on this occasion. This complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter