Highroller Casino - Player's withdrawals delayed over account verification issue.

On December 29th, I made my first deposit at Highroller, without activating any bonuses, none at all. I strictly played with the real money I deposited and ended up losing the initial deposit of 1,000 BRL. On the following day, December 30th, I deposited 2,000 BRL and won. I requested withdrawals that total up to 18,100 BRL, which have been pending for over 3 days. I was asked to verify my account through a selfie, ID, and proof of residence, which I sent. A day later, they replied stating that my proof of residence doesn't match their request, which is untrue as it's a fixed internet bill from my house, under my name, my social security number and my address clearly shown on the bill. I contacted them via chat, and they said that they can't accept mobile phone bills. I clarified that it's a residential internet bill, not a mobile phone bill, and asked the chat representative to give priority and review the submission again. They informed me that I need to wait for 48 hours like the first time I sent it and it got rejected. This is why I'm filing this complaint. I suspect that they may reject it again without any valid reason, and they're acting unethically to avoid paying my winnings. I only signed up for Highroller because it received good ratings here on Casino Guru. I'm wondering if you could intervene in this situation since you recommended the site as trustworthy and help me get them to verify my account and pay out my winnings. I will attach my deposit and withdrawal statements, as well as the chat logs. I've recorded everything and took screenshots of everything because I believe they might be acting in malice to not pay me and could potentially block my account for no reason. I was unable to attach all the screenshots due to an exceeding attachments limit. However, I sent my deposits, withdrawal requests, and verification statuses. I also have screenshots of all the opened chat conversations and I can provide them if needed.

Dear Fdvascokrlh,

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.

• Could you please specify when exactly did you send the last one of your documents?
• Have you been asked to provide any subsequent documents after you explained the situation regarding your fixed internet bill?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Today, January 2, 2024, my account was verified, they accepted the second proof of residence document that I sent, they have already released my withdrawals and they are already in my bank account, I have already received the total amount withdrawn. Yes, they did not accept my residential fixed internet account as proof of residence, which should be accepted, as it is a residential account and contains all the information to prove residence, name, CPF and address, but it was already resolved, yesterday, On January 1, 2024, I sent another residence document and it was approved. Thanks. Despite this situation, they did not accept a fixed internet account as proof of residence, I really liked the highroller, good games, good layout, very good house, I will continue using it now that my account has been completely verified and my withdrawals have been completed.

Dear Fdvascokrlh,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru