highbet Casino - Player's agreed refunds are delayed.

Hi,

I made a complaint to this casino in February with regards to their deposit limit function not working and continuing to allow me to deposit beyond this limit. The replied on 27/02/2024, and agreed to issue me a refund of £575, I just needed to provide them with a bank statement including IBAN and SWIFT for them to process it. I completed this immediately and despite several conversations with the customer service team via live chat, all they keep saying is ‘we can see this is still open but we can’t tell you anything more, the relevant department will contact you’.

it has been almost 6 weeks now since they agreed to do this, is there anyway you can assist in trying to get this resolved?

the initial handling of the complaint took 3 months, which I have forgiven as they have been fair in their decision, but they are not following it through.

Dear petemichael1401,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with highbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your casino account is accessible to you?
• When was the last time you were in contact with the casino and what did you discuss?
• Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi,

unfortunately I am not able to access the account due to it now being closed.

my last contact with them was 18/03/2024. That was live chat so I don’t have a copy of it I’m afraid, I do have an email from the 15th, however, and the content is basically almost identical. I shall attach.

just to correct an error from my initial message to you. My original complaint was made to Highbet on 07/11/2023, and the final and only response I received was the screenshots I attached on 27/02/2024

I have received further correspondence today stating they have not received the bank statement that they requested. After several attempts at emailing this to them and it being returned undelivered, I went on their live chat and submitted it via chat around 4 weeks ago. I was thanked and told they would send this to the relevant department. I returned to chat again today, and uploaded via livechat and have received an email to say it has been uploaded. This is however exactly what happened the first time, to which they still stated they didn’t have it. I have attached screenshots as evidence. They refused to send me the transcript as I cannot remember the last 4 digits of the card I last deposited with

Thank you very much, petemichael1401, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello petemichael1401,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite highbet Casino to join the conversation.

Dear highbet Casino,

Could you kindly furnish us with information regarding the delay in processing the player's refund? When can the player anticipate progress in the refund process as previously agreed upon?

Good Afternoon,

I have this morning woken up to a refund from stitching custodia of £575. I believe this will be highbet.

I have not received any correspondence from them, but I can only assume your involvement has spurred them on to do the right thing.

this complaint can now be closed 🙂

many thanks

Pete Michael

Dear petemichael1401,

Even if we don't post daily updates in the complaint thread, rest assured we're actively addressing each complaint behind the scenes with the casino team. I believe the £575 payment you received was a refund from highbet Casino. Many international casinos use multiple payment processors, so the name on your bank statement very rarely matches the casino's name. Unless you were anticipating a refund of the same amount from another source, it's safe to assume that the payment indeed originated from highbet Casino. Anyway, the most important thing is that you have successfully received the disputed refund. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru