Complaint #40 High 5 Casino

High five casino closed my account during redemption of winnings

By Eumix99

1 year ago

My account was closed after trying to redeem about $800 worth of winnings. Everything was done correctly. I entered in my information and social security number correctly. I went through their verification process correctly.

I had made a new bank account with capital one to put the money into which I am a long time member of capital one, through their credit card services. At 9:45 am I received an email from high 5 casino that my account was closed with no specific details as to why my account was being closed. And no way to contact support.

Disputed Casino High 5 Casino

Reason Account closure

Amount $800

Discussion

Eumix99

1 year ago

Yesterday at 4:54 p.m. I received a copy and paste response through email stating that I had violated terms of service by creating more than one account and that my balance was going to be forfeiture. Now I know this to be not true as I've only made one account using my Gmail as I only have one email account.
So I sent reply emails, asked me for details of the other account and an email asking to speak to a supervisor or a dispute team.
At 12: 14pm today May 14th I received the same copy and paste email I received on the 13th.

AskGamblers

• Support Team

1 year ago

Dear High 5 Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

High 5 Casino Complaint Stats

Resolved 1 / 10

Avg. Amount $748

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

High 5 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

High 5 Casino Complaints

See all complaints for this casino

Bogus Bonus and Email

I joined High 5 Casino, a sweepstakes coin casino. I received an email (attached) that I had 5 Sweepstakes Coins to claim. I followed the link, clicked on "redeem." The SC never appeared in my account. I attempted to email the address provided and received an email delivery failure 1 minute later stating that email does not exist.

Unresolved

Did not credit my deposit and refuses to refund me

On June 14, 2025 I made a $175 deposit at High5Casino using my checking account via Trustly, their payment processor. I received a confirmation email for this deposit but my High5Casino account was not credited. I have since confirmed with Trustly that this transaction was completed. My checking account has been debited.

I reached out to High5Casino's support team regarding this issue. They told me multiple times that this transaction was declined (not true as confirmed by both my bank and Trustly) and that any activity on my checking account would only be a temporary hold. They said the funds would be returned to me in 3-5 business days. This has not happened.

I have continued to follow up with them, providing proof of my deposit (via screenshot of my checking account activity) and forwarding the email confirmation from Trustly. Their most recent response completely ignored my issue and they are now accusing me of making multiple accounts. There is zero basis for that claim - I have never created more than one account.

Unresolved

$175

High 5 verification issue

I have been playing on high 5 for some time now. I won a significant amount of money this time and though it says my account is fully verified they told me I needed to sign papers and submit those along with a new payment card I use so I did both. That was 10 days ago. Now they say they have received my documents and they will let me know when this process is done. They also tell me once it’s complete it will take 14 days to redeem anything. Which in the past it has never taking that long especially when I redeem using Skrill. So now I’m getting the runaround and I don’t think they plan to pay me what’s rightfully mine. I have NOT violated my user rules so they have no reason not to pay me other than this being a huge redemption.

Unresolved

Lack of Customer Support

I usually had a good experience with High 5 Casino and think they are one of the better casinos out there... Until you have an issue or need support. I had an account and for the life of me could not make any deposits. I contacted support and explained the issue many times and they could not resolve it. I was then told by Fabien my account was deleted and to create a new account with a different phone number. So I did, and then the new account was restricted and I couldn't make any deposits or play or anything. So I contacted support and explained the situation and then they unrestricted the new account and I had got fully verified. i was finally able to make deposits and play and everything was good! Or so I thought. I ended up winning $500 and when I tried to redeem it refunded it to my account and again my account was restricted. I reached out to support and received a generic response stating "after a comprehensive review we have closed your account". However, I don't believe they did a review or looked into the situation at all because if they had they would have seen that I reached out to support, they instructed me to create a new account, and then they unrestricted the new account. The terms state if you have multiple accounts to reach out to support. Which I did multiple times and did times and did everything within the terms and conditions. They took my deposits no problem and everything was fine until I won and tried to redeem. I would just like to know what I did wrong? Or have a fair review of the matter. But I cannot get a reasonable response or any help from support.

Resolved

$500

Unable to redeem my sweep coins

Hi,

I'm a verified member of High 5 Casino. I'm writing to share about an issue with High 5 Casino. I have 2000 sweeps coins ($2000) in my high 5 casino account. On February 27th, 2025, I went to pull up the High 5 Casino app, and it seemed to take me to a generic version of High 5 Casino. On this generic version of the site, I'm unable to view my sweeps coins and am unable to redeem my sweeps coins. I wrote to High 5 Casino in the help section, and they haven't written me back. I tried to access my High 5 Casino account on my laptop computer. When I logged in, a pop-up appeared, which is a signup form. I'm a member and have been for quite some time, and I am unable to redeem my remaining 2000 Sweeps coins. I wanted to redeem them for gift cards.

Recently, while going to the High 5 casino site on my iPhone, a pop-up appeared notifying me that High 5 casino was leaving Connecticut on March 14th, 2025. I had a total of 3,971 sweep coins, which i began to redeem for my favorite gift cards. My account is in good standing, and I have never violated any terms of service. on February 27th, 2025, i noticed a generic version of their site when i opened the high 5 casino app. with the site leaving Connecticut on March 14th, i thought i would have more time to redeem my sweeps coins, and even though i was able to redeem some, there's still 2000 sweeps coins i was unable to redeem. I feel very disheartened by this, as I've been a loyal member of their casino. I'm fully verified and would like to be able to redeem my sweeps coins that I fairly won. I'm writing to AskGamblers site for any assistance and help in this matter. This is a list of things I have done to try to access my high 5 Casino sweeps coins. Also, when I try to access my redemption gift cards on Prize Out, I'm unable to log in to view my gift cards.

wrote to High 5 Casino (received no response from them)
I tried to sign in on my laptop and was unable to access my account.
I uninstalled and re-installed the High 5 Casino app, but it's still sending me to a generic version of their app and also getting the sign-up pop-up.

I hope to hear back from you and anyone else who is being unfairly treated by High 5 Casino. I feel like this is very deceptive of them, and I would like to find out information about how I can best go about trying to redeem my remaining 2000 sweep coins.

Thank you :)

Unresolved

$2,000

Missing redemptions and account closure

My username on High 5 is jhagy.

I have been playing on high five without issues for about one year. On or around October 15, 2024, I bought two $1000 coin packages, one of which was offered at a reduce rate of 20% or $800. The result of plane those two coin packages was earning over 2500 dollars (sc).

I submitted my redemption and received a confirmation email from high five that my redemption was received. Later that evening (Or around October 15, 2024) , I logged into my account to see if my winnings had been approved. It was at this time that I found out that I could no longer access my account. No explanation has been given as to why I can’t access my account.

I emailed customer support between October 15 and November 4 more than 10 times about my account closure and my winnings. Previously customer service would respond to emails within 24 hours. However, with this situation, I have not received one response from high five casino. I attempted to reach out to them on social media platforms. instead of responding, their response was to block me from accessing their social media pages.

I do not care to play on high five anymore. However, I am entitled to my over $2500 winnings from On or around October 15, 2024.

Unresolved

$2,500

They closed my account

I've had my account for awhile, it's been verified with photo Id through their verification process, just recently on the 28th of October I won 200$ and submitted a withdrawal request, and after 4 days I got an email claiming that because I 'have made more than one account' they're unable to process my withdrawal, and closed my account.

I have put $117.00 into thier platform, in the last month or so, and I find it just a little odd that there was NEVER an issue any time I was spending my money, and there also was NO issue whatsoever when I successfully verified my account, so I cant help but wonder, why that is.

I would definitely think if a player had more than one account, that information would definitely come up during the process for verification.

There's no way it wouldn't. And of course my verification was quick, with no issues because I only have the one account, and now suddenly they want to claim i have more than one account, and can't pay me what I won. They claim to be such an upstanding platform and they are fraudulent and shady! I also have photos of my purchases made to them.

Unresolved

$200

Will not payout winnings

I won a little bit of money from this casino and have redeemed several times and fully verified my account but for some reason, they will not push it through.

When I check on it it still shows as pending.

My boyfriend submitted 2 redemptions after I did and has already received his winnings.

When I reach out to support I feel like I get the same bot response over and over.

Unresolved

$300

Didn't get my redemption

I made a redemption last friday to my skrill account that per high 5 website says would be instant withdrawal and have not received anything yet not even a simple response back from my reaching out to customer support..I was patient and waited the 24 hours the first automated response said after nothing I sent another and got to wait 48 hours got NOTHING and sent another one and got to wait 72 hours. And not once has anyone gotten back to me it's ridiculous!!!! I need help getting through to customer service and getting my 1000$ redemption NOW!! So I can never play here again and go on with my life this casino is a joke… btw yes everything was fully verified on my account before I made the redemption.

Unresolved

$1,000