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High Noon Casino - Giving me the runaround with verification, stalling payment

Complaint Info
Disputed casino High Noon Casino
Reason Verification issues
Amount $ 305
shazzad Bangladesh Message
Posted on November 10, 2015

Hello Ask Gamblers,

My name is Shazzad Hossain. I am doing job in a multinational company. I have learn online gaming few months and really I like it to play when I got free times. The summery of my complaint is Highnoon casino didn't paid my legitimate winnings of 5X bonus I played with 2 weeks ago. After requested withdraw my winning $500 (Max winning 5X bonus is $61*5=$305) the 1st cashier Peter sent me an email who stated that he had tried to contact me thru cell number I given them but not successful,so he advised me to contact support to verify my details thru phone. Well, I straight away contacted with support staff name "Angela" who called me straight away into my another international number and had talked over phone for few times. Actually, the issue began from the number I had registered with them was national number which was International call barred by my phone provider. Then I replied to "Peter" that please update my international cell number because the number I had registered with them was only for national call which I was completely unaware! On next day "Simon" replied me:

Hello Shazzad,

Hope you are doing well.

I understand your situation and that you have now changed your contact number which we will be more than happy to update your account with. Although before we can do that we will require some kind of verification that the number was valid upon registration of your account.

You should be able to request a document from the provider of your pre-paid cell phone number which indicates that the number was valid, this is something we require as our terms and conditions do state:

12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.

Link to terms: http:/­/ww­w.c­lub­wor­ldc­asi­­m/t­erm­sof­use.aspx

Hopefully we can have this resolved and continue with the process of getting your winnings withdrawn.

Kind Regards,


So,all they wanted a statements from my cell provider was the number I had put earlier is a valid number. After that, I went to my previous cell provider's head office and asked a written statement from them that the number they has provided me is still valid. Then they agreed and given a written statement for them which stated that the cell number they providing is still a valid national number but international call barred. So,I had sent that statement to them but they again asked me same statement within company pad. What can I do!! I again went their head office and taken the same statement on next day and sent to so called "Cashier Team" (I think their cashier team is the world's largest cashier team, I ever found). Because when I sent any doc to them according to their previous cashier agent's request,the another member asking me new doc to provide them. So, one after anther at least 6/7 agents asked me docs or anything then I forwarded their request them another new cashier agent requested me new doc which were totally a game with my afford and my emotions. Actually they didn't wanted to pay my legitimate winnings $305. How could I guess? Well, After not able to changed my cell number, I sent my all verification docs and told them the provider of my previous national number was unable to inactive call barred system, they locked my account and told me they are not going to pay my winning for unable to verbal verification though I already talked with "Angela" with my International number. So, how come they say that I did not verify my account details thru cell phone? Did they not check my conversations with Angela? Here is my very bad experience story with HighNoon Casino Cashier team. I am stating this complaint if you can resolve please. Thank you.

Kind Regards,

Shazzad Hossain

Posted on November 4, 2015

Hi Shazzad, thank you for highlighting your issue. Unfortunately you did not pass the verification process which is clearly laid out in the terms of the casino.

The documents received to verify your account and phone number were not accepted by our cashier department, which is why the account was closed and the winnings from the free chip revoked.

We are sorry that we were not able to pay out on this win, however all players should provide full and correct contact information and supply the requested documents as we need to verify all players to enable us to safeguard all our players and ourselves against any form of fraudulent activity. I am not suggesting that you are involved in anything like that, just that the process is thorough and the same for all players for their security online.

shazzad Bangladesh Message
Posted on November 6, 2015

Hello Highnoon,

I know as you know your so called cashier team didn't approve my documents intent­ion­all­y,b­ecause they didn't want to pay my legitimate winning. When I asked to change my cell number for 1st time with support then Angela told me it is possible to update my cell number but I have to provide some docs as well. Moreover cashier team asked me to provide them a letter from my phone provider on their company pad that my cell is valid and my provider did so after I requested them couple of times.Finally I had received an unacceptable email from your cashier team after sent my verification documents.

Hello Shazzad,

I am glad to hear you are well.

The management team have reviewed your account again for you and I am afraid they have made the decision to void your winnings and close your account as you are unable to verify he number on your account. This is part of the verification progress and it does state this in the terms. Also we would not have requested documents at this time as we did need you to verbally confirm your account. You will not be able to play within the casino and the decision was may as per the terms and conditions of the casino.


12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.

I am sorry for any upset this may have caused.

If you have any other questions please do not hesitate to contact us.

Kind Regards,



So,If your cashier team had decided they won't gonna pay my winnings from no deposit bonus I played with, then why they asked me again and again several documents though I sent all documents?

Hello Shazzad,

Hope all is well.

Thank you for sending in the document too us.

Our security department have checked the letter you sent to us and unfortunately we cannot accept this.

It does need to be a letter showing the company header on the letter. Please contact the company back who sent you this and ask them to put this on company paper.

Kind Regards,



So, everything were jokes right?

Posted on November 10, 2015

This complaint we consider unresolved, because casino didn't supply evidence regarding this issue. We recommend to the player to seek further help with licence authority of High Noon casino.

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