Highway Casino - Player’s withdrawal is severely delayed.

My problem started with this casino when I had a win, around €20,000, they limit the withdrawal amount they pay each week, although they advertise a payout figure of €2500 a week, they are paying me less than €100 a week, they say this is mentioned in their terms, but there is nothing but a vague note about split payments with no further information, it seems they could decide to limit you to €5 a week if they wanted, they say it is related to player class but I have deposited about €2500 with this casino and managed to withdraw less than that so far over many months trying.

Here is the history of my last few payment requests:

Requested €2500 on 1/6 - €200 paid on 7/6

Requested €2500 on 7/6 - €200 paid on 14/6

Requested €2500 on 14/6 - no payment after 11 days

I have emailed them on 8/6:

"200 euro a week? seriously?

Is there no way we can speed this up?"

Their reply 14/6:

"I'd like to assure you that we acknowledge your frustration. However, as per our terms and conditions, we have certain guidelines in place for cashouts, which may involve dividing the amount into smaller units. This is done to ensure compliance with regulatory requirements and to maintain the integrity of our services. The process can vary depending on several factors, including your player class and deposit activity."

My reply 15/6:

"Please tell me more specifically how paying out only €200 a week instead of your advertised €2500 is for "Regulatory compliance reasons".

Actually don't bother, because I know you can't because it's nonsense- the reason you do it, we both know, is because you want your players to lose back their winnings.

And player class - where is that defined in your terms, btw? I have deposited over €2500 with you, you are saying that only puts me in a player class capable of withdrawing €200 a week? Give me a break.

So here is what is going to happen:

You are going to close my account so that I cannot play back my winnings and lose them, you are going to setup a regular payment plan of a REASONABLE amount per week. I have €20802 in my balance and 24,447 comp points I expect to be compensated for.

You will notify me within 24 hours of what payment plan you have decided upon. I am open to a lump sum payment of a smaller total amount also.

If not I will take it to every complaint, review and arbitration service there is available.

You can not get away with advertising a certain payout rate and then paying less than 1/12th of that rate, and expect someone to put up with it and wait over two years for you to make a modest payout."

Their reply 19/6:

"Hi, we will increase the payment amount for your next withdrawal. However, as per our terms and conditions, we have certain guidelines in place for cashouts, which may involve dividing the amount into smaller units."

However despite that, there has been no payment made in the last 11 days. You can see that in the attached screenshot.

This has been horribly stressful because I know they just want me to play the money back and lose it, and having to log in all the time and chase tiny little payments is designed to frustrate the player and make them do just that.

I have asked them to close my account so I don't lose the winnings, they have ignored that request, I have asked them to setup a reasonable payment plan, they have ignored that also.

I have very little faith in this casino and am surprised they have such a high rating here.

My preferred outcomes, in order of preference would be:

A.) They close my account and pay me the €2500/w they advertise as their payment amount regularly without me chasing them every week

B.) The above, without closing the account

or

C.) They pay a lump sum and be done with it, I would accept a smaller amount than my total balance and comp points just to be over dealing with them.

I am very grateful for any help you can provide.

Thank you

Hello alidida,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Highway Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick:

Yes I am verified, since 08/05. Real money. The last dialogue with the casino was included in the original post, dated 19/6.

Thank you

Hello alidida,

Could you please advise if any new withdrawal arrived and in what sum? If still not, we will try to intervene.

Hi Nick, as stated in the original post...

"Here is the history of my last few payment requests:

Requested €2500 on 1/6 - €200 paid on 7/6

Requested €2500 on 7/6 - €200 paid on 14/6

Requested €2500 on 14/6 - no payment after 11 days"

Hello alidida and thank you 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

Dear alidida,

I am so sorry to hear about your problem with the withdrawal. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Highway Casino,

Could you comment on this?

Thank you in advance for providing the information.

Thank you for bringing this matter to our attention. I have contacted my colleagues to clarify the situation regarding your recent cashouts.

They have informed me that recently they started increasing your cashout units, and the two recent cashout requests have been approved for EUR 400 each. From there, it took less than 6 hours for the funds to reach your BTC wallet. They also referred to the casino's Terms and Conditions, stating that "cashouts may be split into smaller parts depending on the Player Class and corresponding cashout limit, and are paid via the chosen cashout method"

Additionally, I am happy to inform you that your next pending cashout is scheduled for tomorrow and will be approved for EUR 1000. My collegues assured me that they have been working on increasing your cashout units and are committed to making your cashout process as smooth as possible.

Dear Highway Casino,

Do I understand the situation correctly that the player will be paid in 1000€ instalments from now on?

Hello alidida,

Could you confirm if you have received two payments of 400€? Is it acceptable for you to receive the payments in 1000€ instalments?

I'll be awaiting your reply.

1000€ instalments would be adequate.

Since the original complaint I have been paid 400 twice: on 26/6 (twelve days after withdrawal requested) and 4/7 (7 days ago).

Thank you.

Hi alidida,

Thank you for the update. My team has also confirmed this information. We appreciate you getting back to us and helping resolve the matter.

Dear Stefan,

Please let us know if anything else is needed and whether we can consider the matter closed.

Dear alidida,

I'm glad to hear that your issue is on the way to being resolved successfully. I will now mark the complaint as 'resolved' in our system. If any problem occurs, you can reopen the complaint any time.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru