Highroller Casino - Player's withdrawal request has been repeatedly denied.

I requested a withdrawal of 270 Reais from the Casino and they asked for identification verification. I submitted all required documentation and received an email confirming the successful verification of my account. However, despite this, my withdrawal request has continuously been denied. After reaching out to their support team, I was informed that the confirmation email had been sent in error and that I should disregard it. They also stated that they needed a bank statement from the past three months showing my last three deposits, the bank account details, my name, and my address. I complied and sent over this document, my bank statement outlining all my financial transactions. However, as a customer of Santander Bank, they don't include addresses on their current accounts' bank statements (I used PIX for deposit). I have forwarded all types of bank statements available to me; there's simply nothing else left to send. They outright refuse to process the payout. Another point to note is that I have made several deposits and withdrawals in the past, and I quite liked the platform. I can't understand why they're having issues with this now when they have paid me numerous times before.

Hello RafaelP,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello! The process began on 12/01. I sent proof of residence, proof of deposit (made by pix), national driver's license, bank statement with all transactions on my account in the last few months. I received an email on 01/13 saying that the payment method document used was denied (and I sent proof of the pix), the rest had been approved. On the same day, I contacted them via chat and they asked for the statement documents again, I sent them via chat, and on Sunday 14/01 I received an email approving the documents sent. Yesterday, January 15th, I received an email saying that my withdrawal was denied. I contacted them again via chat and they said that the payment method document was refused (even though I received a confirmation email). The option to carry out verification was not even available on my profile, the person in the chat had to "open it", which I found very suspicious.

Hi RafaelP, 

Thank you for contacting us, and we are sorry to hear that you have experienced delays with your withdrawal request.

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.

We are happy to share that your Withdrawal has been processed yesterday, kindly note that it can take up to 5 working days before the balance is reflected into your account.

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

Regards,

HighRoller Casino

Hello RafaelP,

Please let us know as soon as the money from the casino arrives. Until then, the timer will be set on you.

Hello! Yes, I received the withdrawal. After receiving it, my document remained denied verification for a certain period of time. Until it finally appeared that it was approved. In this case, unfortunately it was not a matter of delay in the process, this excuse is not true, as the documentation I sent was always the same, as it was the only one existing and they denied it several times. So they acted wrongly, they just needed to be honest and at least apologize for the mistake and not pretend it was a "delay" problem, because it wasn't long, they denied it in less than 24 hours every time. I thank Casino Guru for their support, it was probably the starting point for this problem to be resolved. I only use your website to discover new casinos.

Dear RafaelP,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru