HighStakes Casino - Player’s winnings haven’t been received yet.

Hello,

I deposited $40 US dollars and played on highstackes casino and I won $100 dollars so to check out the casino withdrawal policy I requested a $50 USD withdrawal.

the casino policy is clearly stated that under $100 there’s no need for KYC but not to lie I have tried and emailed my documents 3 times but no response from them at all and suddenly they have cancelled my withdrawal but I don’t see the balance has returned to my account

this casino is clearly showing unfair practices and not providing a response or update

Dear daksheshpatel6,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear daksheshpatel6,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No I haven’t received any withdrawal or money in my player account

I have emailed 5 times after they have cancelled my withdrawal but technically I don’t see that money in my player account. It is completely missing and no body is answering the email

also I have noticed that there license is expired long time ago. The second thing they show on the bottom of the website that they have UK website and has live chat, the uk website’s live chat does not recognize this casino either so I believe I was scammed completely for reference I’m sharing the website link I opened my account and played and trying to withdraw also requesting to highlight extremely blocklisted to save other people https://www.highstakes.com/

Dear daksheshpatel6,

I hope you’re doing well. Could you kindly clarify whether you are registered at https://www.highstakes.co.uk/ or https://www.highstakes.com/?

I look forward to your response.

Best regards,

Nick

On https://www.highstakes.com/

Thank you daksheshpatel6 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello daksheshpatel6,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a HighStakes Casino representative to join this conversation and participate in resolving this complaint.

Dear HighStakes Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of daksheshpatel6. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello daksheshpatel6,

Could you confirm if you have received the funds from the casino?

I'll be awaiting your reply.

Yes I have received my funds successfully

Dear daksheshpatel6,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru