The player from India had won 11.5k after depositing 1k but faced issues with account verification at Highroller Casino. Despite having provided his Aadhaar with a selfie, proof of deposit, and transaction ID, the casino had initially refused to verify his account. However, after the complaint was lodged, the casino verified his account and processed his withdrawal. The player confirmed receipt of his winnings, leading us to mark the complaint as 'resolved'.
Highroller Casino - Player struggles with verification process at Highroller casino.
Amount: 11,750 INR
Highroller Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.6
Highroller Casino has a Safety Index of 9.6, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
10 months ago
I signed up at highroller casino on 27th December, then deposited 1k, then won 11.5k, when I did KYC, I took my Aadhaar with selfie, then also took proof address, it was verified, then when I did proof of deposit, the transaction was showing in the account. Where I made the payment, my UPI and transaction ID are also available, but the team of Highroller is not verifying my account even after checking everything. And when I am uploading the document, every time a new reason is given, but that reason is not valid.
Public
Public
10 months ago
Hello Satya884,
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?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
I am trying to do verification from December 2nd onwards and ID proof is verified and proof of address is verified and just proof of deposit is getting rejected.
Public
Public
10 months ago
And I have given them my physical statement along with bank official stamps also they are not accepting it.
Public
Public
10 months ago
Hi Satya884,
We are happy to advise that your Account was verified yesterday evening as a result of this, earlier this morning your Withdrawal was processed accordingly.
Kindly note that it can take up to 5 working days before the balance is reflected into your account. We would like to congratulate you on your winnings and we hope to see you playing with us again soon.
Should you have any other queries do not hesitate to contact us, we are more that happy to help.
Best Regards,
HighRoller Casino
Public
Public
9 months ago
Hello Satya884,
Please let us know once the payment arrives from the casino so we can close the complaint accordingly.
Public
Public
9 months ago
Dear Satya884,
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.
Public
Public
9 months ago
Dear Satya884,
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
