Highroller Casino - Player’s documents are continually rejected for verification.

I upload my original document with my live live selfie they reject this. They ask to upload my aadhar from uidai.gov.in.

I upload that in chat instant they again reject i provide my voter id they reject this also. And again again send new statement they also rejected say this is not orginal i aslo provide prove with videos recoding that is orginal.

Dear Sahuji2416,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

I sent my Aadhar card with a live selfie, they rejected it. I sent my voter ID, that got rejected. Why did they reject my electricity bill as well? It seems like all my original documents are being rejected.

I have given my bank statement many times, they reject it every time, they are saying that they will give any update in 2 days, this is not original, which I have given by directly downloading it from the bank email, I even made a proof of it and did a video recording of my Kotak Bank, even after that I have not received any update

The highroller doesn't want to give the withdrawal. I am being harassed since the last 8 days for KYC.

Now They verify my prof of payment and prof of id but continuously rejected my prof of address. I upload my credit card bill Bank statement and my electricity bill they reject this again and again

Thank you very much, Sahuji2416, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Sahuji2416,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Highroller Casino representative to join this conversation.

Dear Highroller Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Sahuji2416,

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.

Kindly note that your account was verified on the 2nd of May 2024, we had sent you an email to inform you accordingly.

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

Regards,

HighRoller Casino

Dear Sahuji2416,

I am glad it seems like your verifications process is completed. Have you been able to withdraw your money from the account?

Dear Sahuji2416,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.