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Highroller Casino - Account blocked and keeping my money

RESOLVED
Complaint Info
Disputed casino Highroller Casino
Reason Verification issues
easygamble Netherlands Message
Posted on December 3, 2018

Hi,

I played at high roller for over 1 year. I won a little bit of money one month ago and I made a withdraw. I forgot to send KYC documents and 7 days later my account was blocked. I discussed with live chat and they told me just to send the documents and they will sort it. I submitted the documents at 18th of november and since then nobody contacted me and my account is still blocked. I contacted live chat several times and they told me they take care of it. But nothing happens actually and I am done with this casino. I think its not ok to block someone even when all documents are send. Also its not ok that they dont contact me and that they keep my money without any legal reason.

AskGamblers
Posted on December 3, 2018

Dear @easygamble,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

AskGamblers
Posted on December 7, 2018

This complaint has been reopened as per Highroller Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

easygamble Netherlands Message
Posted on December 7, 2018

Hi,

We found a solution and my account is active. There was an human mistake that caused the delay and not getting back to me.

Complaint resolved.

Posted on December 7, 2018

Hello @EasyGamble,

I'm happy to hear that the issue was resolved easily and it was a human mistake.

We do apologize for this error and the delay in resolving this matter.

We're glad to hear it's resolved now and there should not be any more issues regarding the verification if all documents have been approved.

If you have any further questions do not hesitate to contact us again, we are happy to help you out!

Kind regards,

HighrollerPidge

AskGamblers
Posted on December 7, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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