Complaint #17 Highroller Casino

Highroller Casino delays payment of 14000 for over 2 weeks

By SUNGPHIL C.

2 years ago

At the beginning of December 2023, the casino approved the payment of $12000nzd. However, the funds did not get through for one week. I ended up asking the casino to just cancel the payment and put the money back into the casino account. I ended up losing all of it. I asked the casino admin why the funds of $12000 were not sent to my bank in the beginning and the admin said sorry. I just moved on and asked them to make sure this error doesn't happen again.

I made another withdraw request on 12th December 2023, the total withdraw amount was $14000.

Because of the error that happened at the beginning of December, I checked several times with the admin. She and her payment team confirmed 3 times that the payment had been sent correctly without any errors. I believed their words and waited 5 working days for the money to be received in my bank account. However, there was nothing.

I noticed them the money had not come. They keep saying they sent the money from their end and it is my bank problem. I checked with my bank about the transaction and the bank confirms there is no payment sent to the account. The bank advised me to ask the casino to provide me with the MT103 document to confirm if the casino sent the money. I asked the admin to provide me with the document. They provided me reference number instead of the MT 103 document. I asked my bank to trace the payment using the reference number they provided, but there is nothing under this number.

Highroller Casino needs to provide me the evidence if the funds of $14000 have ever been sent to my account by providing me the document.

Today is the 27th of December, and I have received $59 out of $14000. All I want is to receive my money fairly.

Please help me resolve this issue.

Thank you

Disputed Casino Highroller Casino

Reason Delayed payment

Amount $14000

Discussion

AskGamblers

• Support Team

2 years ago

Dear @chltjdvlf11,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Highroller Casino

• Representative

2 years ago

Dear CHLTJDVLF11,

We're pleased to see that the issue has been resolved by using an alternative payment method due to recurring bank failures. The funds were transferred yesterday and received instantly, as you have confirmed.

It's worth noting that the bank-related challenges you encountered were outside of our control and primarily linked to your bank. In fact, we highly recommend reaching out to your bank higher management for a detailed explanation as to why the funds were blocked, to avoid having this circumstance happen again in the future.

Rejection of bank transfers could also depend on the amount, so, as you are aware, there is a significant difference between $59 and $14,000. Rest assured that any information and proof of transfers we provided are legitimate and sourced directly from our payment providers.

Wishing you a fantastic experience with HighRoller! Feel free to reach out if you need anything, although we're confident your account manager has you well taken care of.

Best Regards,
HighRoller Casino

chltjdvlf11

• New Zealand

2 years ago

Dear Highroller,

Thank you for your message.

Firstly, I want to clarify that both ANZ and Westpac have confirmed multiple times that there is no issue with receiving funds into my account. Additionally, on December 19th, $59 was successfully transferred from your website.

Secondly, the proof of payment you provided three times lacks a reference number my bank can use to trace the payments. Furthermore, the documentation you sent doesn't bear any proper validation from the issuing institution, bank logo, or any identifiable details regarding its validity.

Lastly, rather than dwelling on past experiences, as you suggested in your recent email, I'll opt to use Skrill to receive my funds. However, I can't locate this option in my casino account. Kindly add this feature so I can resubmit my withdrawal request using Skrill

Highroller Casino

• Representative

2 years ago

Dear CHLTJDVLF11,

We are closely monitoring your case, and our dedicated team is actively working to investigate and resolve the situation thoroughly.

Unfortunately, we have encountered challenges with the bank transfers, as they were rejected twice by the bank/s. We have already shared proof of payment with you. Currently, the $14000 is back in your casino account due to another rejection from your second bank.

To expedite the resolution, we strongly recommend reaching out to your bank's management for detailed insights before attempting another transaction. Please note that, for confidentiality reasons, banks typically do not divulge reasons for transaction failures to anyone other than the respective account bank holder.

The requested documentation like MT103, is primarily for swift payments, which is not applicable in this scenario as these are local payments. Alternatively, consider exploring other payment methods outlined in the email communication you recently received.

We assure you that our intention is to facilitate a successful payout, and the proof of payment clearly demonstrates the funds leaving our account. The challenge lies in your bank's acceptance of these funds.

We are committed to resolving this matter promptly and appreciate your cooperation. Please feel free to contact us on the requested channel for any further assistance.

Best regards,
HighRoller Casino

Highroller Casino Complaint Stats

Resolved 9 / 10

Avg. Amount $4,635

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Highroller Casino Complaints

See all complaints for this casino

Refuses to pay 7184 EUR winnings since June

On June 9th, 2025, I won a total of €7,184 while playing at Highroller Casino. I attempted to withdraw my winnings, but the payment has still not been processed after several months.

The issue started because I deposited via MiFinity, but shortly after, my MiFinity account was closed down. Since then, I have repeatedly provided Highroller Casino with proof that the MiFinity account is no longer available, as well as full documentation verifying my identity and my new bank account for withdrawal.

Despite this, the casino has failed to resolve my case. Their support team has been extremely slow to respond — sometimes taking up to 5 days to reply, even though they advertise a 48-hour response time. Each time I contact them, they either delay further or do not provide a clear solution.

I have fully complied with all requests and provided all documents. There are no breaches of terms on my part. The only obstacle is that the casino refuses to process my payout to an alternative bank account, even though they have all the necessary verification.

Requested Solution:

I request that Highroller Casino:

Immediately process and pay my full winnings of €7,184 to my verified bank account.

Provide a clear explanation for the unreasonable delays in handling my withdrawal.

Attachments provided:

Documentation of the closed MiFinity account

Bank account verification documents

Screenshots of support conversations

I kindly ask AskGamblers to assist me in resolving this matter, as I have been waiting since June without a fair outcome.

Resolved

€7,184

Casino has withheld 10475 euro in winnings since March 18 despite full account verification

Complaint:

Dear AskGamblers,

I am writing to file a complaint against the casino HighRoller regarding a serious and unresolved issue with a withdrawal of my winnings totaling €10,475.

The situation began on March 18, 2025, when I won a significant amount on the site. As part of the standard procedure, I was asked to verify my account. On March 19, I submitted all requested documents as per the casino’s instructions (please see attached PDF titled 1 Verify).

After some time, my documents were approved and I received confirmation that my account was verified (see 4 Approved dated April 2). I then attempted to withdraw my winnings. However, the withdrawal was not processed, and I received a message saying it was cancelled (2 Cancel).

I contacted their live support and was told this was just a technical bug and that I should try again. I did so on March 27, but the same issue occurred again, with the same error message saying the withdrawal "ran out of time". Support once again said it was a bug.

Then, without clear reason, they suddenly claimed that my selfie with ID was missing — despite previously confirming that all documents were received and my account was fully verified.

After re-uploading everything (again), my documents were finally approved on April 2.

Since then, I have been completely unable to make any withdrawals. Every attempt results in an error message (screenshot attached), and I have been going back and forth via email and chat with no progress. Each time, I receive the same generic responses from their support team claiming the issue is "under review".

It is now April 8, and despite full verification and all documents being accepted, HighRoller still refuses to process my withdrawal or give me a concrete reason for the delay.

I have been patient and cooperative, submitting all documents they have asked for and following all their instructions, yet they are withholding my money with no justifiable cause. This delay is unacceptable and appears to be an intentional stalling tactic.

I kindly request your help to resolve this issue and ensure HighRoller pays out the €10,475 that I rightfully won.

All supporting documentation and screenshots are attached.

Sincerely,

Resolved

€10,475

Impossible Requests

Hello team at ASKGAMBLERS!

On July 12th of this year I initiated a withdrawal of $1586.00 CAD. Prior to my withdrawal I was fully verified as I have submitted a withdrawal in the past that was paid.

All of my deposits have been made via my BLOCKCHAIN account and using BITCOIN as a currency.

I then received an e-mail from HIGHROLLER explaining to provide proof of ownership of the deposit method used and the transaction itself to them.

To be clear, I invite anyone to open a BLOCKCHAIN account and you will understand that you only need an e-mail address to open an account. Once your account is open, you can begin making transaction. Their does not exist a page where you will find personal details such as name, address ect. with the exception of a page which shows my E-mail. I have provided both a screenshot of the transaction and a separate screenshot of the page which displays my e-mail.

After a few back and fourths trying to explain this and always getting the same reply from them requiring the same none existent details, I decided to come here and seek 3rd party help from the best of the best, ASKGAMBLERS.

I hope the 3 of us can finally come to an understanding and reach my goal of having my winnings paid.

Thank you!

Resolved

$1,586

Highroller verification failure

Hello,

I deposited funds on Highroller on June 28th, more precisely 2.01001420 litecoin.

After completing wagering, I won $2,546.51. Highroller is now requesting a screenshot of my E-wallet showing my full name, email address, and URL. I have provided them with a screenshot from my wallet showing all transactions made to their casino including the last one made on June 28th, but they still rejected that document.

The e-wallet I use to deposit is Litecoin Core which does not have KYC, therefore there is no name or email associated with it. Also, I would like to mention that my account was verified before this last withdrawal attempt and I have been paid by this casino before.

Please help as I am not sure what else I can provide.

Resolved

$2,547

Highroller casino refuse to verify me for months

Dear AskGamblers Community,

I hope this message finds you well. I am writing to share my frustrating experience with HighRoller Casino and seek guidance or assistance from fellow players who may have faced similar issues.

I have been attempting to verify my account with HighRoller Casino since October 3, 2023, and despite my numerous attempts, the verification process remains incomplete. I want to emphasize that I have diligently followed all the requested steps, providing a selfie, a webcam selfie, my ID, and a bill as part of the verification process.

Here is a summary of my communication with their support team:

Initial Request for Verification (Dec 19, 2023): I received an email from Nicholas at Player Services, requesting my availability after 15:00 Irish time for a call to complete the verification.

Provided Availabilities (Dec 22, 2023): I responded promptly, offering my availability and suggesting a call at 3:00 PM.

Further Attempts to Connect (Dec 22, 2023): Despite my proactive approach, I did not receive the expected call. I sent multiple follow-up emails expressing my urgency and readiness for verification.

No Response (Dec 22-25, 2023): Unfortunately, I have not received any response or acknowledgment from HighRoller Casino, leaving my account unverified and restricting my access to their services.

I am now reaching out to the AskGamblers community to share my frustration and seek advice on how to proceed. I believe that a verified account is crucial for a fair and secure gaming experience, and I am concerned about the lack of communication and support from HighRoller Casino.

If any community members have faced similar issues or have insights on how to escalate this matter, your input would be greatly appreciated.

Thank you for taking the time to read my post, and I look forward to any assistance or advice you can provide.

Resolved

€5,500

Closing my account & denying withdrawal without any valid reason

Okey, so i deposited at the casino 23.12.2019, around 900 NOK. This was without any bonus. I won and wanted to cash out 28000 NOK. I uploaded my passport, bank card and a invoice as documentation. The invoice got rejected so i uploaded another document that got accepted. I was now verified. I made a withdrawal and it got rejected without any reason. I made another that also then got rejected. on the 30.12.2019 they closed down my account without giving me any reason or notification. They then said i had to prove that the invoice i used as proof of adress as been paid and is witholding my money until that moment. I have now sent them my 3 latest payrolls and proof of payment on the invoice two times. They are still refusing to give me my money. They have never said under what law/legal reason they have to do this or even answer my questions. All they say is that they are looking into my documents and stalling. 24 hours to respond each time. I don't care if they are reopening my account or not at this time, i just want my money which i won fair and square.

Resolved

kr28,000

Account blocked and keeping my money

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.

Resolved

Still haven't received my withdrawal, constant excuses