Highroller verification failure

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.

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

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.