HomeComplaintsHighStakes Casino - Player's tournament winnings have not been credited.

HighStakes Casino - Player's tournament winnings have not been credited.

Black points: 29

Amount: €162

HighStakes Casino
Safety Index:Below average
Submitted: 11 Dec 2023 | Unresolved : 10 Oct 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 month ago

The player from Latvia had won a tournament for 160 EUR at an online casino, but the winnings had not been transferred to their account. Despite numerous attempts, the player had received no response from the casino's support team. We had attempted to mediate the situation by contacting the casino, but received no response. Unfortunately, without the casino's cooperation, we had been unable to resolve the issue and had to close the complaint as 'unresolved', which negatively impacted the casino's rating. The casino was not licensed, which limited further action. The player had been advised to contact us if the casino reached out to them.

Public
Public
11 months ago

So, won in tournament around 160 eur, but money didn't appear on my account. wrote a lot of times to support, but was no any reply

Public
Public
11 months ago

Dear maletins,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with HighStakes Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

When was the last time you tried communicating with customer support regarding the tournament results?

When exactly did the casino publish the tournament results?

Have you won any tournaments before?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika


Public
Public
11 months ago

i wrote them few time just after tournamet was finished

as can u see in screenshot what i add tourney ends on dec 07 20:42

yes day before i won in tourney around 40 eur and everything was fine


Public
Public
11 months ago

Before we move forward with the case, please send all the relevant communication between you and the casino regarding your tournament winnings to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

Public
Public
11 months ago

they still havent reply to any of my emails

send them around 5 mails, still nothing

Public
Public
11 months ago

Thank you very much, maletins, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
Public
11 months ago

Hello, maletins!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Public
Public
11 months ago

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.

Public
Public
10 months ago

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

 

Best regards,

Pavel K

Casino Guru Team


Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news