Good afternoon, Andre!
We do apologize for the very late reply and investigation stages in this case, we want to assure you that the rest of the investigation will be handled more swiftly from here.
In a previous chat on the 30th of April, we informed you that we would need a bank statement from the 28th of April, this is to allow us to investigate it properly with the payment provider (evidence of the money not hitting your account but leaving our system is essential for any investigation).
We hope you can believe us when we say that we under no circumstances wish for incidents like this to happen and that we do everything that we can to try and solve these issues as quickly as possible, however, we have regulations and procedures that we will need to follow to make further progress in this case.
If you would please assist us by uploading your bank statement on your profile when you have logged in to Highroller.com, then when that is done, quickly pass by our Live Chat and mention it to one of our advisers, and they will immediately reach out to our Payments team which will then escalate it to the payment provider. We want to stress that we need the bank statement to escalate this to the provider.
In the meantime, we wish to apologize again for this inconvenience and again want to assure you that we take this very seriously and are eager to find out what has happened and make a new good solution.