Highroller Casino - Player’s winnings affected by unexpected wagering requirements.

I was promised wager-free spins worth €1 per spin and 20 spins in total. Without any wagering requirements. Then afterward, it turned out there was a 2x wagering requirement attached to the deposit, which was not mentioned anywhere and has never been required before. I lost my money and they refuse to acknowledge the issue.

Hello mikkouusitalola88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with High Roller Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much did you deposit exactly? When was the last time you spoke to the casino and what was it about?

Please note that the wagering of the deposit is not related to any bonus and it is a standard AML policy in almost every single online casino which the player has to follow.

Looking forward to your answer.

Regards,

Nick

I've been playing at highroller Casino for almost a year, as I remember. I have taken part many times in these campaigns of theirs, i.e. deposit €150 as I did now, get 15-20 cash spins worth €1 for a game and ALWAYS have been able to withdraw all the money to the account immediately. Sometimes I have withdrawn immediately without playing a round with my own money and sometimes I have played a little. So the point is that suddenly they changed the rules of the game and pretend that this has always been the case when it hasn't been. So it's a shame about the outright lying. And indeed the money went and there is no return on their part. They don't even apologize.

Hello mikkouusitalola88,

Unfortunately, this is completely standard rule which the player has to respect and nobody can force the casino to ignore this rule. I can only advise to wager your deposit as it should have been based on the casino's AML policy.

Is there anything else we could assist you with?

Ok so they can do whatever they want and you obviously can’t help or wont help me. Thanks for nothing

Hello mikkouusitalola88,

We can't do anything against fair and standard rules as why would we. It is common term in every single casino to prevent anti-money laundering. You can either leave the money there or comply with their terms in order to withdrawal, it is up to you.

Is there anything else we could assist you with?

Dear mikkouusitalola88,

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.