Highroller Casino - Player's withdrawal requests repeatedly denied.

I opened a account on the 29th of February and made a deposti the same day of 200 EUR. Played for like 2 days and had the balance of 221 EUR. Made a withdrawal of 220 EUR, the only option was withdraw with bank transfer og crypto. I chose the banktransfer put my IBAN and SWITH. Afer that my withdrawal was refused time after time for about three weeks, the message that I had from support that my informaton where not correct on the transfer. No explanation and of corese they where correct I even sent them by email to show them that they where correct.. in about 3 weeks trying again and again to withdraw I had the message from support that they could not transfer money to the bank I have account in(Arion bank), they told me that they can only send money to a diffent named Landsbankinn. I did not belive this and I told them I do not have account in this bank, sounded stange to me because bank transfers are made by IBAN and SWIFT and it does matter over all where the account is. After week few days I had the message I had to verify my account and I am used to this on like 50-100 other casinos that I have played on over the years. I thought things where finally goin to be solved. Afher my document where uploded the asked for more document and started refusing document that are legit like proof of address(sent them 4-5 utilities), my transfer from my card and statement from my account where the depsit was made and other things. I event went to the goverment to buy a document of "comfirmation of domicile" just to speed up things. The just kept going on like this and just started a new demand every time I bring something to the table and evern the same document that I have aldredy uploded many times. I have no other choice other that try to get help to solve this. They are just not paying me and evern it is not big ammount. I have like 100 emails going back and forward between support and I was not sure if you want to see them all if so let me know and I will uplod them.

Dear saviola1990,

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?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello this is just making me laugh reading about the problem of the KYC from you. You should check all my document I uploaded for the last 4-5 weeks, most of the 5 times at least. I can not proof how many times because the account dose not show it. For example I uploaded many diffrent utility bills from my internet bank to proof my address, all proven and legit in any other casiono and other places in the world, every time refused. I went to the goverment to buy a document "Confirmation of domicile" that proofs my address and is the official proof of address, refused! This has been going in circles for long time. Same thing with my proof of depostit and my card and ...

Just to show you how stupid this sound

Email from 2 days ago from HR

Email 1 day ago from me (all details been sent many times befor like other things)

Email from HR today .. asking about othere things again and this has been ongoing.

Sounds strange or what🙂 One day telling me it only needs one thing more and the next day asking about totally diffrent things. Hope you understand my situation.

Thank you very much, saviola1990, 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 saviola1990,

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 clarify the situation for us?

Thank you in advance,

Mirka

Hi saviola1990, 

Thank you for contacting us, and we are sorry to hear that you have experienced issues with the verification of your account.

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 we have contacted our Verification Team and they have advised that you are still pending a valid POA (Proof of Address) Document on your account. At your convenience kindly forward the requested document to us at support@highroller.com so we can escalate to our Verification Team and subsequently verify your account to resolve your case once and for all. 

Should you have any queries do not hesitate to contact us, we are more than happy to help.

Regards,

HighRoller Casino

It is just the same thing over and over. I sent many diffret utillities, probobly like 7 of them and also Confirmation of domicile from the goverment of Iceland. If you can not accept them how can I proof my address if everything is beeing refuced?

I have no way to proof my address other that with these documents.

Mirka what is the best way to proceed the case, can I send the documents to the email High Roller gave me and to Casino Guru to review them?

Dear saviola1990,

Fell free to send me the mentioned documents to miroslava.d@casino.guru . We will try to find, what might be the problem.

Thank you.

Hello. I will send you an email now with the documents

Deaer saviola1990, 

Have you been able to submit the proof of address to the casino?

I will do it now. I was waiting for your reply before.

Documents sent

Hi saviola1990, 

Thank you for sending the necessary documentation, your account has been verified accordingly. 

As a result of your account verification, we can see that your latest withdrawal request has been processed from our end yesterday afternoon, kindly note that it can take up to 5 working days before the balance is reflected into your account. 

Should you have any other queries do not hesitate to contact us, we are more than happy to help. 

Regards,

HighRoller Casino

Dear saviola1990,

I am glad your verification process has been completed. Please notify me, when you receive the withdrawal.

Thank you

Hello. No money still received. It has been one week(8th of May) since they told me the money has been sent to my account. Also they state that it can take up to 5 working days but that time has now passed.

Same thing over and over.. now the canceled my transfer and telling me to try again.

This will go on for ever and in circles.

Money received. Case closed. Thanks for your help.

Dear saviola1990,

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,

Mirka

Casino.Guru