Highway Casino - Player's withdrawal has been split into smaller installments.

I recently had hit for $800 there and cashed out. They have a max of $2000 a week. So I figured all systems a go. But come a week later they paid out $200 redeposited $600 on my account. I requested more information regarding the partial payment to which they simply said their t&C states the reserve the right to pay partially. Fair. So I proceed to spin the $600 since they wanted to delay my payout might as well make it bigger. So I get my balance to $1400 and request the full amount for withdrawal. Low and behold next week same thing. $200 paid $1200 redeposited. So I spin with the redeposit and hit for $26000 dollars. And they now have paid $200 for the third week in a row. Mind you I can lose up to $1000 at a time but they won't even pay the full max withdraw amount. That seems backwards and in violation of some code of conduct. I don't want to be paid out over the course of the next 10 years

Dear Joshwillmakeit,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

I'd like to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of $26,000 has been approved by the casino and subsequently split into several installments? Do I understand correctly that the first $400 has been received successfully only?

I have checked the general terms and conditions, and this is what I found (here):

The amount of accepted cashout from the Player’s account must not exceed $2000 (two thousand dollars) at a time. However, please note that the cashout amount can vary depending on the Player Class. Please refer to the Bonus Terms page for further information.

Have you been advised why your withdrawal limits were reduced so significantly?

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

Best regards,

Petronela

I reached out to find out why and they read the terms you showed. But no reason as to why and nobody will advise how to get the max allowed payout approved

Yes that whole balance had been approved and $600 paid thus far

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

Hello there,

Thank you Joshwillmakeit for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Highway Casino for their help in resolving this complaint. We would like to know why is this withdrawal split into several installments and if we can do anything to get the player's full winnings.

Thank you!

Thank you

Thank you for your feedback. I've just been informed that my colleagues updated the payment plan by increasing the weekly cashout amount and the new terms were agreed upon by both sides. It took effect right after your confirmation and will continue until the cashout is complete.

The reasons and further details concerning the current payment plan have been provided to Peter personally not to divulge confidential information

Please kindly let me know if you need any further heads up.

Yes. It appears that they are going to be reasonable. Thank you bunches for the assistance

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Joshwillmakeit, any updates on the state of the withdrawals?

They have been paying according to the plan presented so far

I'm glad to hear that your issue has been resolved successfully, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Joshwillmakeit, and if you encounter any issues with this complaint it can be reopened at any time and we will be here to help. Please do not hesitate to contact our Complaint Resolution Center, our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter