Highroller Casino - Player claims that payment has been delayed.

I made account on highroller casino

And deposited money through astropay i won rs 30000 on highroller now they asked for verification of my account I given them everything but they are rejecting my proof of address every time I given them bank statement utility bill also but they are rejecting my withdrawal again and again and it's very frustrating for me please verify my account and give me my withdrawal

Dear moneysharma100,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear moneysharma100,

Have you received your withdrawal from the casino yet?

No i haven't received my withdrawal they asking for payment verification proof astropay screenshots I given them they still not verified my account and processed my withdrawal

Thank you for your reply, moneysharma100. Have you received an explanation for the rejected documents? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Firstly they rejected my proof of address once that approved they started making objection about proof of payment i given every possible payment proof still they didn't approved nd not doing my kyc nd not letting me withdrawal account I am unable to play in that account aswell

Still waiting for postive response

Thank you very much, moneysharma100, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear moneysharma100, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Highroller Casino representative to join this conversation. 

Dear Highroller Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi moneysharma100, 

We are sorry to hear that you have experienced issues with our Casino. 

Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.

Kindly note that yesterday evening we had sent you an email asking you to confirm if the advised method of payment is ok with you and we can see that you have already responded. We have now escalated your response to our payments team to process accordingly.

Should you have any queries, do not hesitate to contact us. 

Dear Highroller Casino,

thank you for the update.

Dear moneysharma100, 

it seems we are on the right track. Can you please confirm you have been contacted by the casino?

Yes I had been contacted waiting for withdrawal

Hi moneysharma100, 

We are glad to advise that your Withdrawal has been processed accordingly and your case is now resolved. We have also sent you an email informing you that your Withdrawal has been processed.

Should you require any further assistance do not hesitate to contact us. We are more than happy to help

Yes I received

Hi moneysharma100,

Thank you for informing us that you have received the funds accordingly.

Should you have any other queries, do not hesitate to contact us.

Thank you, moneysharma100, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.