highbet Casino - Player's winnings confiscated and account closed.

On the 1st of March, I won 2,000,000 Chilean pesos playing live roulette on the website highbet.com, and they confiscated my money claiming that I had violated their terms and conditions

I vehemently deny this. In the end, they took away my winnings and closed my player account.

Username: benjarami

Dear benjarami,

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.

• Could you please advise if you passed the verification before your account was closed?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that this was the only explanation you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Could you please let us know if you passed verification before your account was closed?

No, they did not ask me to verify my account at any time.

Did you accumulate your winnings with or without an active bonus?

no bonus

Do I understand correctly that this was the only explanation you received? If there is any other relevant communication between you and the casino, please send it to kristina.s@casino.guru . Alternatively, you can post it here.

They only sent me an email indicating that my winnings were confiscated and they sent me the balance I paid when I registered to my debit card.

thank you

Thank you very much, benjarami, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 benjarami,

I am so sorry to hear your winnings got confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a highbet Casino representative to join this conversation and participate in resolving this complaint.

Dear highbet Casino,

Could you comment on this and state which rule the Player violated?

Thank you in advance for providing the information.

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.

Hello benjarami,

I have contacted the casino representatives outside of the complaint thread one more time. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear benjarami,

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.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kind regards,

Stefan, Casino.Guru