Highway Casino - Player's withdrawal is constantly delayed.

I’ve requested my payout they keep telling me it was sent and my bank says no way. All you get is a run around no matter who you talk to. Requested 2500 payout they said they sent 500 on the first payout then they sent another 300 on the second one which I have yet to see one of the payouts I’m getting so frustrated about it’s driving me crazy!!!

Dear qjmbhv6kdt,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Thanks for your messages, qjmbhv6kdt.

Have you received any of your withdrawals since you filed a complaint? I'll await your reply.

I have received the first 500 no more since then. I received that payment yesterday

Were you able to receive the other withdrawal as well? Were you able to request further withdrawals of your winnings?

I'll await news from you.

No I haven’t received any other payouts since the last 300 dollars we had discussed recently Mr. CasinoGuru I really appreciate that your there for us that love to play online slots your the one site that truly is. And Big thank you for helping myself a couple times idk what I could have done if you hadn’t helped myself when I run into this type of situation for sure so again thank you so much you deserve praise my man😁😁 So to your question I was able to make another request but have not received any other payouts.

Thank you very much, qjmbhv6kdt, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear qjmbhv6kdt,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Highway Casino representative to join this conversation.

Dear Highway Casino,

Could you please provide clarification regarding the delayed withdrawal?

Thank you in advance,

Mirka

Dear Mirka,

Thank you for bringing this to our attention. We've thoroughly investigated the matter with our team, and I'm glad to provide clarification.

The initial delay in processing a withdrawal was due to a discrepancy between the withdrawal method the client requested and the information they provided during our KYC process. Despite our attempts to reach out via email and clarify the withdrawal method, we unfortunately did not receive a response. Once we clarified the necessary information, we promptly proceeded to process the client's withdrawals without further delay. I'm positive that they should have been received by now.

Furthermore, our team is pleased to inform you that the client's current pending withdrawal of $825 is scheduled for approval today. It may take up to 5 business days for the funds to be reflected in the bank account.

If you need any additional clarification or assistance, please don't hesitate to let me know.

Dear qjmbhv6kdt,

Could you please confirm, if you have received your withdrawal?

Thank you

Dear qjmbhv6kdt,

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

I still have not received the 825 payout and it has now been way more than the timeframe they have said thank you for your time and help

Dear Highway Casino,

Could you please clarify, if there has been any problem regarding the withdrawal or verification process?

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.

Dear Mirka,

Thank you for bringing this matter to our attention. Please note that there are no issues with the withdrawal or verification process. My colleagues have reviewed the situation and informed me that the payment is marked as completed. The cashout of $825 should have already been received by now.

Dear qjmbhv6kdt,

Could you please confirm the receipt of the payment? If you still do not see the funds in your account, kindly provide your monthly bank statement for May-June either here or at finance@highwaycasino.com. This will help my colleagues assist you in locating the payment.

Dear qjmbhv6kdt,

Could you please confirm, that you have received the withdrawal?

Dear qjmbhv6kdt,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.