The player from Finland, who self-identified as a problem gambler, had claimed to have self-excluded from numerous online casinos, including HighRoller. Despite this, he had been able to lose €30,000 without further KYC or source of wealth verification. He was upset that HighRoller hadn't enforced any restrictions on his account as stated in their T&Cs. The casino had responded that the email for self-exclusion was sent to an address not associated with them, hence they were not aware of the player's issue. We had concluded that the casino acted correctly as they had closed the player's account immediately upon receiving the correct self-exclusion request, and we could not hold them responsible for the player's losses prior to this. The complaint was subsequently closed.
Highroller Casino - Problem gambler upset over lack of restrictions.
Amount: €30,000
Highroller Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Hi,
I am an problem gambler. At march 2022 I filed an self-exclusion emails for over 400 different online casinos due my problem, also (as far as I though) including HighRoller. Casino is claiming that they are different operator what is earlier closed by me. As a part of my relapse I was able to lose 30000€ without any further KYC or "Source of wealth" asked to apparently this new operator, happily just taking advantage of my illness. I, as a customer, and a problem gambler thought that this never would've happen again since I thought self-excluding myself earlier.
This casino is mentioning in their T&Cs:
§23.5 We reserve the right to proactively set financial restrictions and also self-blocks on the player's game account, if we consider it appropriate to do so in terms of responsible gaming. We may also deny a player's request to remove or relax such restrictions.
How on earth is this sum played considered responsible in any case, no KYC, nothing?
At one point I felt that casino's customer service even acted arrogant when trying to deny to forward my case for further review.
Could you help me with this one?
Hello PrblmGmblr,
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 when did you register into Highroller Casino? When was the first time you mentioned them your gambling addiction? How long after that did they block your account? When was the last time you spoke to the casino and what was it about?
Please note that if that e-mail address never belonged to them, they shouldn't know about your addiction. As long as they blocked you right after you contact them in the present, there isn't much anybody could do.
Looking forward to your answer.
Regards,
Nick
Hello Nick!
Thanks for your answer.
I think it was last year spring/summer at some point.
I informed them about my addiction in March 2022, like many other casinos with my mass e-mail, however they are claiming that e-mail where I sent the message was never theirs, weird that they’re still all under a same domain and everything. How an individual could differ these and how companies are acting amateurish if problem gamblers details doesn’t move during company acquisitions??
They blocked my account again right after my the most recent request, as I realized what has happened during my relapse. However this is completely irresponsible act from their side when an gambling addict is able to lose 30k€ without any questions asked.
Hi PrblmGmblr,
First of all, we want to express our deep regret for your situation.
Please note that our contact information is public and available on our website at https://www.highroller.com/fi/contactus , where you can see that our support email address is support@highroller.com. As per our previous communication, the email to restrict your account in 2022 was addressed to crew@highroller.com which is not associated with us.
To clarify, there is no connection between the previously available highroller.com sites and our current site, as the new operator was set up under a new entity and therefore no data from the previous operation was transferred to the new operator. Because of this, we could not be aware of any previous game issues you may have had, as we did not have access to the history data.
HighRoller is not responsible for any funds you have deposited and played before you reported your gaming problems to us.
At HighRoller we take Responsible Gambling seriously and want to assure you that your account with us was terminated as soon as you contacted us at support@highroller.com and reported your gaming issues.
In addition to the above, we also recommend closing any other game accounts with other operators. We also recommend registering in the HAMPI register (self-exclusion register for licensed casinos in Estonia). Estonian citizens can visit the address https://www.emta.ee/eraklient/e-teenused-maksutarkus/registrid-paringud/hasartmangu-pääää-registreemini and foreigners can send an email to hasart@emta.ee to request registration.
Regards,
HighRoller Casino
Hello PrblmGmblr,
As stated in my previous post and in the post of the casino, as the e-mail address did not belong to them, they couldn't have know that you requested a self-exclusion in the past. As your account got closed in present right after you contacted them, the casino did everything correctly and according to their terms.
Please understand that we can't hold the casino responsible for this case as they were not aware of your addiction and we will be forced to close the complaint.
Best regards,
Nick
