Highroller Casino - Player’s account has been blocked.

Hello,

I signed up with Highroller Casino on October 20th and started playing games. I was paid 1000 EUR for my winnings after my account was verified, but things took a bad turn after that. They asked me for a live selfie again and blocked my account for "security reasons". It has been 10 days, and there have been no updates on my account. This seems unusual, especially considering that my account was verified, and the initial withdrawal was successfully paid to my bank account.

Kind regards

Dear kikakikic114,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Highroller Casino. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Could you please advise which of your documents were approved during your initial verification?

Which documents has the casino requested for the additional verification? Have any of these documents been approved?

When exactly did you send the last of the requested documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hello,

I submitted my ID, proof of address, card pictures, and bank statement, all of which were approved, and one withdrawal was processed. However, I was then asked to provide a live selfie twice and sent multiple selfies with my ID. The most recent verification involved a selfie submitted through the verification link on October 29th and it was successful. Since then, they have been causing delays in my withdrawal process.

Thank you very much, kikakikic114, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi kikakikic114,

I've reviewed your case and am sorry that you came across such an issue with the additional verification of your account. I'll try my best to help you by contacting the casino and we'll see what can be done when they reply.

Dear Highroller Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify the reasons for asking the player for an additional live selfie, although their account was previously verified? Can you set a specific time frame during which the player can expect the review to be finished?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hi kikakikic114,

Thank you for contacting us, and we are sorry to hear that you have experienced issues with the verification of your account.

Understanding your frustration, please let us point out that sometimes, the verification process and the checks performed on a player’s account can take a bit longer than usual, but once completed you would be notified via email straight away.

Please note that we had tried to call you as part of our verification process however we were unable to reach you. We have sent you an email to provider us a convenient time to call in order to try and resolve your case once and for all.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.

Regards,

High Roller Casino

Thank you for your reply, Highroller Casino.

Dear kikakikic114, can you please check if you have missed any calls recently? Based on the response from the casino, you should have received an email asking to arrange a time for a verification call. Can you please confirm it?

Hi kikakikic114, 

We would like to thank you for taking the time to respond to our call, as a result your case has now been resolved and your Withdrawals have been processed earlier this morning. 

Kindly note that it can take up to 5 working days before the balance is reflected into your account. 

We would like to congratulate you on your winnings. If you require any further assistance please do not hesitate to contact us.

Regards,

High Roller Casino

Thank you for the updates, Highroller Casino.

Dear kikakikic114, according to the casino, your withdrawal request was processed. Please, let us know as soon as you receive the winnings so that we can update the status of your complaint.

Hi there, I'm still waiting for the funds to be credited to my bank account. According to their instructions, if I don't receive the payment by November 30th, I need to provide a bank statement as evidence. Since the money hasn't arrived in my bank account, I've sent in the needed bank statement today. It's worth noting that they closed my account after the verification process, and they haven't provided any confirmation that my winnings were processed, despite informing me that the funds were sent to my bank account.

Hello,

I contacted my bank now and they told me there aren't any recent incoming payments. They asked me for a proof of payment so they could investigate but Highroller casino does not want to share a proof that they processed this transaction.

It is depressing to come across such a scam, and it is crucial to remember that they purposefully withhold money while making false promises.

Hi,

They altered their story after two weeks of saying they sent my money to my bank account. They say they can't process the money to the bank account I used to make the deposit, even though they handled my first withdrawal to the same account without any issues.

I have no intention of opening an Irish bank account solely for Highroller Casino. According to their terms and conditions, withdrawals are supposed to be made to the payment method used for the deposit.

Given their recent behaviour, I am not certain that they will pay out my winnings if I go ahead with this.

Hi kikakikic114, 

We are sorry to hear that your experience with us has not been great. 

Kindly note that the initial payment of your Withdrawal had failed from the Payments Service Provider, as a result we had asked for a different payment method in order to process your Withdrawal accordingly. 

We can see that you had provided an alternative Payment Method via email, thanks to this our payments team have processed your Withdrawal yesterday evening, kindly note that your Withdrawal can take up to 5 working days before it is reflected into your account. 

We would like to thank you for your continued patience, should you require further assistance do not hesitate to contact us.

Regards, 

High Roller Casino

Hello,

I appreciate the information you have provided. I haven't received any money from your casino yet.

Regards,

Kristina

Thank you for the new information, Highroller Casino.

Dear kikakikic114, I'm sorry you have to wait longer than you expected. Sometimes there may be problems with payment providers, which are out of casinos' control, and then there's a necessity to choose an alternative method. That's good to hear you managed to find another payment method in cooperation with the casino. Hopefully, the withdrawal was processed successfully this time.

Please, let us know if you receive the winnings during the next several days. If no payment is received, we'll check it with the casino.

Regards,

Natalia

Dear kikakikic114,

Have you received your withdrawal from the casino yet?

Dear kikakikic114,

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.

It appears that this issue may have been resolved and the payment reached the player, but without confirmation from kikakikic114 we are forced to reject this complaint.

The player can reopen this complaint anytime.