The player from Utah had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet at that time. After she submitted the complaint, she confirmed that her account had been verified and she had made successful withdrawals in the past. She also mentioned that the casino had requested a lot of information despite her verified status. However, on the same day the complaint was submitted, she received her withdrawal. The player expressed her gratitude for the intervention, and we marked the complaint as 'resolved'.
High 5 Casino - Player claims that payment has been delayed.
Amount: $7,000
High 5 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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2 weeks ago
I used to love playing here great on payouts and super fast straight to Skrill within the hour of withdrawing long time player.. spent lots of money here. I have withdrawn small amount and large never longer than 3 days to bank account. I requested a payout on April 25th it’s May 3rd.. NOTHING… one response from customer service. The last response was Sunday the 28th.. I don’t understand why they are not paying out. I am so frustrated about it. I don’t understand why they cannot pay out! I don’t get why lack of communication and payout is such an issue right now!
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2 weeks ago
Dear dmorck14,
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
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2 weeks ago
Thank you. Yes my account is verified I’ve withdrawn here multiple times does this have anything to do with them merging with thunderstruck casino? 
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1 week ago
Still nothing they have blocked all my comments on social media also. And approved all others withdrawals even ones after mine
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1 week ago
No I have not they requested tons of information they requested even though I’m already a verified player and withdrew multiple times
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1 week ago
I am a verified player with multiple withdrawals up to 6,000 before this
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6 days ago
Thank you for your reply, dmorck14. Do I understand correctly that you have received your withdrawal?
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6 days ago
Dear dmorck14,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Kristina
Casino.Guru
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