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

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

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

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

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.

they still havent reply to any of my emails

send them around 5 mails, still nothing

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.

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!

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.

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