HighStakes Casino - Player's account banned after withdrawal request.

I'm in the account. Made a clean $10 deposit worth of LTC. No bonuses attached and it was my first deposit. Had played a couple free roles on their poker platform a few times over the last couple months also having uploaded my ID to verify my account as well as documents for my address verification. After having made the deposit I played for a while on their cash tables for poker and then switched over to the casino games. I won all the way up to 130. I made a withdrawal request for $99 because even after months of the documents being uploaded it still shows that they're pending verification and their requirements are that any withdrawal above $100 requires account verification. I played through my $10 over 50 times between the cash tables and the casino games so there would be no issue for fraud or money laundering. Upon making the request for withdrawal I got a message that said that the withdrawal was canceled and that they require me to have $50 worth of rake before I can request it withdrawal. Upon going to log back into my account them having stated that the funds were returned back to my account I now get a message that says that my account's been banned and I'm unable to log in. I have reached out to them through email since that is the only route of communication available and I have not received a response or have the ability to log back in or have received any response to them at least returning my deposited funds. As well as reading the requirements for rake before withdrawal and their terms as States that 10% rake is required of deposited funds before I withdrawal can be requested. That means that 10% of my $10 deposit would only be a requirement of $1 rate in order to request a withdrawal why they stated I need $50 worth of rake I do not know and have not received a response to me questioning them as well anything that you can do to help resolve this issue greatly be appreciated thank you

Hello keithjannjr,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HighStakes 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 the casino? Did you make only that one single deposit? Which documents did you upload to the casino in order to verify? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you! I registered in June.

Only that one deposit of $10 using ltc. Unable to access account, at first it said banned and now it says it doesnt exist. I have requested and told them ablunt acvount ban and all these issues. the only response i got was the one you see in the screen shots and it doesnt address my account deletion. just states the reason for denying withdrawel. i left a lemgthy response for them to open up. lol

Hello is there any update. They emailed on the 12th and said usa players weren't allowed and I had to of been using vpn, btw, I signed up and played and was sent all those free roll poker tickets with then knowing iwas from theUSA. And ask far as my casino play I was able to get it to load and play just fine with no vpn. regardless I asked for them to issue my my account balance or at minimum refund my deposit and they haven't responded. You haven't either so I'm kind of feeling left in the dark with no one to help or turn to. I guess I can try other outlets if that's what you recommend

Hello keithjannjr,

Can you please advise which exact poker game you played and how much did you win in total? Even if the casino would ask 10% rake of winnings, it should not be $50.

Regarding the country restriction - the casino does not block any US IP and does not even state any restriction for countries in their terms so they should definitely not void your winnings for that specific reason.

I played on their cash tables for a solid two to three hours. NLholdem 5 dollar minimum buy in cash table. I bought in with 10 dollar deposit. Avg pot sizes were $5 to $15. The other players had their stacks close to 50 a piece so the bets were hot and high. Probably I say I played at least 50 hands. Had got up to 50 dollars and back down to 15 by the end of play on that table. Before moving to what I assumed was another regular Nlholdem cash table. But this one was weird and fast paced. 3 player at the table and everyone got dealt like regular hold'em but if you called it took you all in. So it was all in or bust. I actually did quit well and played that and won up to 80 dollars. I then went looking for a tournament clicked the link and it took me to there casino games. Played two or three different slots that took me all the way up to 200 at most and back down to 100. back in fourth on the three different slots I choose to play. I would say probably a sold 1 1/2 hrs straight and finally decided to call it good and I had just over 130 dollars and went to cash out. seen there was a term stating cashout of 100 dollars or more need account verification. so I attempted to withdraw $99. And well you know what has happened sense I did that.

Is there anything that can be done about this or does this casino not have anyone that speaks on their behalf that can be reasoned with. I'm not getting anything back from them at all so I fear the 130 dollars is a goner along with my original deposit of 10 dollars

Hello keithjannjr,

As long as the casino was aware of the country of your residence, they should not allow you to play at all.

If you had any remaining real money balance, the casino should fully pay out that amount otherwise they are not obligate to refund anything.

I would like to ask HighStakes Casino to join us and help us resolve the player's issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are trying to contact the casino one more time in order to respond to the complaint.

Let's just close this. No chance on it coming back around or them caring.

How many times can we extend it for them before we know they just dont care and aren't going to respond. I am using ibas-uk.com. They list it a the next step past inhouse complaint resolution. Only problem is there license they do provide shows its expired, but even then I am not able to find them u der any of their obvious or hidden names or trade names on the ibas-uk.com site

So shooting blanks but hoping for my fishy to return my money and or account balance. They updated there site and provide a downloadable version of their terms now. 😉 They're still semdi.g me emails and tickets to play even though they closed my account.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Nick