HighStakes Casino - Player's balance has disappeared.

Good day,

I will try to briefly describe my problem with the Higstakes.com poker room. My account is fully verified, I also made a withdrawal from my account via Skrill without any problems. Everything worked as it should until this morning when I logged into my account and wanted to play a cash game on the Happy Hours table Powered by Luxon Low 1 with a blind of 0.50 / 1. When trying to transfer money to the table, I first gave an error message external money service reply pay out and then inffucient funds, and it is clear on the screenshote that I have money in my account in the amount of 611.21. I contacted support via support@highstakes.com, where I was told that this was my connection problem and not a software error. I waited okay for a few minutes and suddenly my entire balance of 611.21 disappeared from the account without playing one poker hand on the table, and what's more, this amount is listed as lost in the account history. I contacted support again, but I was only told in a strict form that technical support was looking at it and I had to be patient, and since then the game room has stopped responding to me and responding to emails. I asked for proof of the amount lost in the form of a screenshot from the game, where I allegedly lost the amount (of course this is unrealistic as I mentioned, I did not play any game on the table).

Therefore, I ask for your assistance and help with the problem, I have not really encountered anything like this in my life and I do not know how to proceed, the game room can still look at the history of games on the table and must see that there was an error in the system and it would give me the amount return to account. I enclose all screenshots and communication with support in the attachments.

Thank you in advance for your time and help

Hello marekfarbiak,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise if you accumulated your funds with or without an active bonus?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear marekfarbiak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.