Highroller Casino - Player's KYC verification is delayed.

My KYC is not getting approved

No matter how many times I explain, it doesn't get through

The MEXC exchange

doesn't have a service that includes a logo and address on the deposit and withdrawal history

Dear hirokann0525,

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 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

Were you told what specifically went wrong with your account verification?

I was asked to submit documents showing my casino deposit history, including the logo of a virtual currency exchange, my address, and my name. I told them that I would like to cooperate but cannot because I do not provide services, and nothing has progressed.

Could you please tell me how many days ago you requested the withdrawal and started verifying your account?

More than 14 days ago

I can't even apply now

Because KYC is not approved

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 hirokann0525, 

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.

I don't understand at all

The same exchange is repeated dozens of times.

Hi hirokann0525, 

We are sorry to hear that you have had a negative experience with our Casino.

We understand that the verification process can be frustrating for our customers, but we are obliged to carry out necessary verification checks on our players at any stage. This is also stated in the terms and conditions, which you are asked to accept upon registration.

We do our best to try and get the document verified for our customers as soon as possible, however on certain occasions there might be a slight delay, especially if documents need to be re-sent or if additional documents are requested.

Kindly note that after forwarding the necessary documents our verification team have informed us that your Account has been verified, as a result your Withdrawal has also been approved. Kindly note it can take up to 5 working days before the balance is reflected into your account.

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

Thank you for the fast response, Highroller Casino. 

hirokann0525, could you please advise if you have received the payment?

Received

thank you!

I'm cosmosowin and I still haven't received any emails from CEG. The last email was on 8/31.

I have sent six reminder emails but have not received a response.

My complaint was accepted and I exchanged two emails with them.

Therefore, I made an inquiry through CEG's general enquiry form.

All other emails will be answered within 24 hours.

I have not received a response to the email address I submitted my complaint to.

Why?

Also, when I filed my complaint, the casino was CEG licensed, but now it has changed to GCB license, so does that mean it is outside their jurisdiction?

As you know, the GCB has not yet launched its complaint service.

What should I do?!

Dear hirokann0525,

thanks a lot for confirmation.

If you are experiencing a mistreatment from other casino, I have to ask you to submit a new complaint at https://casino.guru/complaints. Please do so at your earliest convenience.

Can I assume your complaint with High Roller casino is resolved, please?

I have already submitted it to CasinoGuru and am waiting for a license.

But I am having a problem please help

I am in a very difficult situation.

The problem is as shown in the previous answer.

About Cosmosowin Casino

I'm cosmosowin and I still haven't received any emails from CEG. The last email was on 8/31.

I have sent six reminder emails but have not received a response.

My complaint was accepted and I exchanged two emails with them.

Therefore, I made an inquiry through CEG's general enquiry form.

All other emails will be answered within 24 hours.

I have not received any response to the email address I submitted my complaint to.

Why?

Also, when I filed my complaint, the casino was CEG licensed, but now it has changed to GCB license, so does that mean it is outside their jurisdiction?

As you know, the GCB has not yet launched its complaint service.

What should I do?!

Thank you for your confirmation.

If you have been treated unfairly by another casino, we ask that you submit a new complaint at https://casino.guru/complaints . Please do so as soon as possible.

Can we assume that the complaints about High Roller Casino have been resolved?

Solved

thank you

Dear hirokann0525,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru