Highroller Casino - Player's withdrawal requests are delayed.

Dear Forum Members,

I feel compelled to share my recent unfortunate experience with High Roller Casino regarding delayed and undelivered payments, hoping to caution fellow players about the potential risks involved.

In early December 2023, I initiated a withdrawal request of $12,000 NZD, which was initially approved by the casino. Unfortunately, despite assurances from the casino administration, the funds failed to reach my bank account after a week. As a result, I reluctantly canceled the payment, only to lose the entire sum while attempting to re-engage in gameplay.

Dishearteningly, I encountered a similar issue with a subsequent withdrawal request of $14,000 NZD on 12th December 2023. Despite multiple confirmations from the High Roller Casino team assuring the successful transfer, the funds did not materialize in my bank account after the standard waiting period.

In my pursuit of clarity, I reached out to my bank to trace the transaction, yet they reported no record of the payment. I followed their advice by requesting the necessary MT103 document from High Roller Casino to confirm the transfer. However, the casino provided only a reference number, which proved futile upon inquiry with my bank.

I am disheartened by the lack of transparency and unresolved issues surrounding these transactions. As a precaution to fellow players, I implore caution when dealing with High Roller Casino, as my experience suggests potential discrepancies in their payment processing system.

To avoid similar predicaments, I recommend players to exercise vigilance and seek thorough confirmation of transactions before engaging with High Roller Casino.

Hello chltjdvlf11,

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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we always recommend to wait at least 14 days for your withdrawal to be processed and the casino is not responsible for your canceled and lost fund during this time.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I want to express my gratitude for your attention to my ongoing case.

My account has been verified for well over a year now, and I've been a consistent and loyal player at Highroller Casino throughout this time.

In the numerous withdrawal requests I've made—over 50 times—I've never encountered any issues until this December. Strangely, I've encountered a payment problem with them recently.

I maintain direct contact with a team member from Highroller via WhatsApp, communicating with them on a daily basis. The withdrawal, totaling $14,000, was approved by the casino's system on 13th December.

While the administration has continuously affirmed that the payment was successfully released, I have yet to receive the original MT103 document from the bank as evidence of the transaction. Instead, they've furnished me with two documents, both containing conflicting information about the same payment. This discrepancy has significantly raised my suspicions regarding the actual processing of the $14,000 funds initially.

Despite my continuous follow-ups, it's been over two weeks, and Highroller Casino has failed to provide the necessary and proper evidence confirming the correct transmission of the funds. I've even urged them to contact their payment provider to trace the payment, but regrettably, they persistently refuse. Instead, they've repeatedly directed me to trace the funds through my bank. However, all reference numbers provided in the documents they shared are invalid, leading my bank to be unable to locate any corresponding transaction in their system.

I am growing increasingly concerned about the lack of transparent and efficient resolution in this matter.

Attached are the documents provided by Highroller Casino for your reference.

Thank you for your attention to this pressing issue.

Hi Mr.Nick

Could you kindly approve my last post?

Thank you.

Dear chltjdvlf11,

We sincerely apologize for the inconvenience you've experienced with your winnings. We recognize the significance of promptly delivering winnings to our players, and we deeply regret any delays you've encountered. Rest assured, it is never our intention to withhold funds.

Throughout this process, we have maintained constant communication with you through various channels and provided you with all the information and the proof of payment that the payment provider had given us.

We want to assure you that we are diligently working to gather all the necessary information from the payment provider.

Unfortunately, the timing of this issue has been less than favorable, given the reduced responsiveness of payment providers and banks during the festive holidays.

Nevertheless, we want to emphasize that we are committed to resolving this matter expediently. Our team is working tirelessly to ensure your funds are transferred to your account as swiftly as possible. We understand the importance of this situation, and to keep you informed, we will provide regular updates on any progress through the current communication channels.

We appreciate your patience as we work towards a resolution and we sincerely apologize for any inconvenience this may have caused.

Best regards,

HighRoller Casino

Hello chltjdvlf11,

As the casino is currently still working on the payouts, please let us know within a week if there's been any update in the case.

Hi Mr.Nick

Despite the prolonged wait of 20 days for the withdrawal, I was informed by Lina, the Highroller casino admin, that an error allegedly occurred from my bank's end in receiving the funds. However, my bank has consistently assured me that there are no hindrances in receiving overseas funds into my account.

On January 4th, 2024, Lina suggested using an alternative bank account for the $14000 withdrawal instead of the previously utilized one. Highroller Casino reinstated the $14000 into my casino account, allowing me to submit a new withdrawal request using the verified alternate bank account within their system.

Immediately after initiating this new withdrawal request, I promptly received confirmation via email that the $14000 had been successfully withdrawn. Additionally, Lina verbally confirmed the successful payment via WhatsApp.

Due to a similar incident occurring three weeks ago where no funds were received, I requested Lina to provide an MT103 document from the bank as verification of the correct transfer of the $14000 to my account. Regrettably, I have yet to receive a response from Lina following this request.

I sincerely hope that the assurance given by Lina regarding the funds' transfer is accurate this time, allowing me to finally receive the money owed to me. I am giving it a five-day window to observe if the $14000 reflects in my bank account and will keep you updated on the outcome.

In the interim, if feasible, I kindly request that the Highroller admin provide me with the original MT103 document from their bank. This document would serve to unequivocally confirm the successful transfer of the funds.

Thank you for your attention to this matter. I anticipate a prompt resolution and will eagerly await further communication or the arrival of the funds in my bank account.

Best regards,

Dear Highroller,

For a year, I've been receiving withdrawals without any issues. Suddenly, they stopped, which was unbelievable. However, Lina suggested that receiving the money in a different bank account would work, so I trusted once more.

Unfortunately, the result remained the same. I applied for the money on December 13th, and until now, on January 8th, I haven't received it. Both my first and second accounts are functioning perfectly when I checked with my bank. Yet, you persist in using excuses from my bank, which is incredibly unfair. You've been telling me the same story since December 13th, claiming you sent the money. How can I still not have it almost a month later? It's absurd. Furthermore, your explanation about issues with my account is even more unbelievable. I've been using both ANZ and Westpac accounts for over a year without any problems until last December. If there were issues sending money, you'd receive a notification from your bank within a day. You mentioned sending the money on December 13th, blaming the first ANZ account for problems only in early January, three weeks later. How am I supposed to understand this? After making me wait so long, last Thursday, on January 4th, you told me to withdraw $14,000 to my second Westpac card, confirming multiple times that the money was sent without any issues. Yet, as the money still hasn't arrived, I'm questioning if what you said last Thursday was also a lie.

Don't tell me to wait anymore and don't tell me its your payment provider or my banks' problem. If you really wanted to resolve this issue, you could have easily manually transfer the funds into my accounts.

Don't delay giving me the money with unreasonable lies. I've waited enough. Please send my money quickly. Every gambler reading this is watching your actions. Resolve this quickly and stop repeating the same lies.

Hey Lina, isn't this a bit too much? I've spent so much time playing games at your casino, and now our relationship is falling apart just because of a mere $14,000?

Seriously, it's incredibly unfair. Take a look at the messages you've been sending me since last December in the chat history. Don't you think you're being too harsh? It's so quick to deposit, and taking this long for a withdrawal is just too much, seriously.

Could you please stop stalling and just send my $14,000? What exactly do you want that you're going to this extent? It can't be because you don't have the $14,000 to give me, right? Please, enough of this, just send me my money.

Hi Highroller casino,

I am deeply concerned and stressed about the ongoing payment issue. It is very horrible experience to argue about the payment with such big online casino like you guys as an individual gambler especaially about payment issuses. The information provided to me seems to be inaccurate and inconsistent. There has been no verifiable attempt to transfer the promised $14,000 since December.

To resolve this matter efficiently, I am requesting the legitimate original MT 103 document from your bank. This is a standard confirmation document issued by any bank for international transfers, essential for both sender and recipient to confirm the transaction's accuracy.

The prolonged delay in addressing this issue and the lack of valid documentation are highly disappointing. If providing the original MT 103 document is not possible, I kindly urge you to expedite the transfer of the owed $14,000 to settle this matter promptly.

Please understand the gravity of this situation. Many stakeholders, including concerned individuals in the gambling community, are closely following this issue. Ignoring this matter could undermine the credibility of your casino, especially in this transparent era of 2024.

I implore you to take swift action either by providing the requested documentation or by promptly transferring the owed amount. Your cooperation in resolving this issue promptly would be greatly appreciated.

Hello Highroller Casino,

Once again, in the proof of payment document you provided this time, just like the two previous ones, I couldn't find any reference number that the bank could fairly verify. Typically, when sending money internationally, a UETR number is obtained. Payment can usually be identified by the UETR code or/and Sender's Reference Number. UETR stands for Unique End-to-End Transaction Reference, a 36-character alphanumeric code that serves as a unique identifier for a specific payment transaction. Here is an example of a UETR code: de2da6c9-18be-48d4-8053-867ed90a316a.

Firstly, can you provide the UETR number for the transfer of 14,000 NZD to my ANZ account on December 13th?

Secondly, can you provide the UETR number for the second transfer of 14,000 NZD to my Westpac account on January 4th?

I've been enduring nearly a month, from early December to mid-January, facing significant distress due to your consistent responses and approaches. Every day has been stressful, making this an incredibly challenging time for me. I genuinely feel like giving up. I've waited patiently for almost a month, trying my best to understand the situations you've described. Unfortunately, none of the issues have been resolved. Not knowing how much longer I'll have to wait is too difficult to bear.

Honestly, it's emotionally painful to continue dealing with this payment issue regarding the 14,000 NZD.

Now, feel free to act as you wish. If you don't want to return the 14,000 NZD, please be honest and say so. I'm too exhausted from waiting and hearing constant excuses and requests. I don't think I can endure it anymore.

Do as you please. How can vulnerable individuals like me confront corporations like yours? Don't you feel any remorse for a customer like me who has been grappling with payment-related issues for over a month?

This is my final plea. Either solve the problem by sending the 14,000 NZD or simply say you don't want to return the money. I can't waste any more time. I have to decide whether to give up. I don't want to waste any more time. Please, make a wise and generous decision.

P.S. I apologize for bothering you and contacting Lina. Nonetheless, I'll believe that despite no resolution, you did your best to help. I earnestly pray that every word you've said is true, despite no resolution.

Please, I beg you, make a good decision. I sincerely impore you.

Dear chltjdvlf11,

We are closely monitoring your case, and our dedicated team is actively working to investigate and resolve the situation thoroughly.

Unfortunately, we have encountered challenges with the bank transfers, as they were rejected twice by the bank/s. We have already shared proof of payment with you. Currently, the $14,000 is back in your casino account due to another rejection from your second bank.

To expedite the resolution, we strongly recommend reaching out to your bank's management for detailed insights before attempting another transaction. Please note that, for confidentiality reasons, banks typically do not divulge reasons for transaction failures to anyone other than the respective account bank holder.

The requested documentation like MT103, is primarily for swift payments, which is not applicable in this scenario as these are local payments. Alternatively, consider exploring other payment methods outlined in the email communication you recently received.

We assure you that our intention is to facilitate a successful payout, and the proof of payment clearly demonstrates the funds leaving our account. The challenge lies in your bank's acceptance of these funds.

We are committed to resolving this matter promptly and appreciate your cooperation. Please feel free to contact us on the requested channel for any further assistance.

Best regards,

HighRoller Casino

Dear Highroller,

Thank you for your message.

Firstly, I want to clarify that both ANZ and Westpac have confirmed multiple times that there is no issue with receiving funds into my account. Additionally, on December 19th, $59 was successfully transferred from your website.

Secondly, the proof of payment you provided three times lacks a reference number my bank can use to trace the payments. Furthermore, the documentation you sent doesn't bear any proper validation from the issuing institution, bank logo, or any identifiable details regarding its validity.

Lastly, rather than dwelling on past experiences, as you suggested in your recent email, I'll opt to use Skrill to receive my funds. However, I can't locate this option in my casino account. Kindly add this feature so I can resubmit my withdrawal request using Skrill

Dear Highroller Casino,

Would it be possible for the player to use a different payout method as you claim that you are experiencing issues with bank transfers? If yes, which one could be used?

Dear chltjdvlf11,

We're pleased to see that the issue has been resolved by using an alternative payment method due to recurring bank failures. The funds were transferred yesterday and received instantly, as you have confirmed.

It's worth noting that the bank-related challenges you encountered were outside of our control and primarily linked to your bank. In fact, we highly recommend reaching out to your bank higher management for a detailed explanation as to why the funds were blocked, to avoid having this circumstance happen again in the future.

Rejection of bank transfers could also depend on the amount, so, as you are aware, there is a significant difference between $59 and $14,000. Rest assured that any information and proof of transfers we provided are legitimate and sourced directly from our payment providers.

Wishing you a fantastic experience with HighRoller! Feel free to reach out if you need anything, although we're confident your account manager has you well taken care of.

Best Regards,

HighRoller Casino

Dear chltjdvlf11,

Can you please confirm that you were able to process a withdrawal?

Dear chltjdvlf11,

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.