Highroller Casino - Player struggles with verification process at Highroller casino.

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.

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

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.

And I have given them my physical statement along with bank official stamps also they are not accepting it.

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

Hello Satya884,

Please let us know once the payment arrives from the casino so we can close the complaint accordingly.

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.

I am received the withdrawal sir

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