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Highroller Casino - Still haven't received my withdrawal, constant excuses

RESOLVED
Complaint Info
Disputed casino Highroller Casino
Reason Delayed payment
Amount € 1028
Posted on May 2, 2018

First I tried to withdraw in week 16. With no notice, my funds went back to my account and nobody knew what was wrong. Later that week I got all my documents confirmed (again) and on Monday 23th of April I got a confirmation that the withdrawal was completed and I would receive my funds within 48 hours. On Monday 30th of April I still have not received my funds. I've contacted them several times, but everytime they say it's delayed and I just have to wait. Today they said it was delayed again and I had to "wait another week and see".

They don't give me any information on why its delayed other that they cannot give me any documentation.

AskGamblers
Posted on May 2, 2018

Dear @fb_10­153­231­750­212583,

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.

Posted on May 4, 2018

Spoke with them again last night. Every time I've spoken with them (i have the chat logs), they come up with a different excuse every time.
Four days ago the transfer was done 23th. Two days ago, they said it was done 30th. Last night they said it was done 02.05.
Spoke with the bank today. They said nothing was transferred or tried transffered to my account.

Posted on May 7, 2018

Spoke with Highroller again and the last answer from them is that the withdrawal was successfully made the 25th of April and there is nothing they can do. Since they are done with the case, even though they got documentation that nothing was received and they have not responded here, I decided to contact MGA. Got an e-mail from MGA today that they have made contact with Highroller and will get back to me within the end of the week. Will keep updating this post.

Posted on May 10, 2018

Hi there,

So sorry for the late reply, and all the inconvenience you have experienced.

We would like to investigate your case further, kindly send us a PM with your personal details so we can check it out for you!

Best regards,
HighrollerPidge

AskGamblers
Posted on May 10, 2018

Dear Highroller Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on May 11, 2018

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.

Best regards,
HighrollerPidge

Posted on May 11, 2018

I have sent several bank statements (if eighter Highroller or AskGamblers need documentation on this, jusk ask and I’ll be happy to provide it), but why not give it another try? Documents is now sent to [email protected] with the topic «transactions account eilertsen87».
It’s only possible to upload images (.jpg and .png) at highroller.com and this was a .PDF. That’s why I’ve sent it on e-mail. Again.

I’ve been lied to over and over again, so I do apoligize that I do not longer believe that this will reach a solution. If I have not received my funds within next week, the case will be sent over to my lawyer.

I apoligize for this harsh reply, but I’m just stating the facts.

PS! I’ve notified the chat as you asked for.

Posted on May 12, 2018

Good afternoon!
Thank you for the reply!

We understand your frustration as it has taken a while to get the documents right however we have no intentions to slow the process down as we have already approved the WD from our side. The Bank Statement should prove that you haven't received it in your account and our job is to contact Entercash to investigate the issue.

At the moment, we have received your request and the bank statement however after consulting with the KYC department we can see that the document you have sent in is without your name and the header is too basic. We can send it to the psp right away but we know that they will get back to us saying they need a BS with your name on which will only slow things down.

As your WD shows as approved from our side there won't be any issues with receiving your funds however we can't go further without the requested document as the service provider won't investigate the case without a valid document.

Kindly send the Bank statement to [email protected] :
- Proof of payment – A screen­sho­t/p­rin­tscreen of your most recent bank deposit, with name and bank account number visible / A document of your bank statement, with name and bank account number visible.

Please contact us in live chat and our customer service will help you to send in a document which is valid for an approval. Kindly don't leave the chat without getting an approval that the document has been accepted and we will take it from there!

Best regards,
HighrollerPidge

Posted on May 12, 2018

If the intension is not to slow down the proccess, someone would have said weeks ago that they needed another documents. Document number 11 (transactions with all details) is now sent. I work with finance in a large company and know everything is in order from my side. If the document is not approved, I would like to upload this so AskGamblers could see that theres no reason to not accept it.

I tried not to leave the chat before they could vertify it, but this was the respons: «If you have sent it, we have received it».

I have copies of all my dialog with highroller chat, so the last statement (and every other statements) could be proven if AskGamblers og MGA want this documentation.

I can’t do anything with Highrollers use of time, but as I said in my last respons, the case goes from my hands to my lawyers by the end of next week.

Posted on May 14, 2018

I just got a call from the head on foregin payments in DNB (The norwegian bank).
They say that all foreign transactions goes through a filter that rejects payouts from foregin betting companies.
When a transaction is rejected, it will be back in the senders account the same day.

Before I opened an account they said that Highroller did not have any problems with paying out to norwegian accounts.
To vertify this statement, I asked on the chat today and the answer was the following:

"Yes, we never have had problems with any of our payments to norwegian customers, because our payment provider is not assosiated with the casino".

I've attached the screenshot from the chat.

Posted on May 16, 2018

Good evening!

Thank you for the message and apologies for all the inconveniences you had to go through.

I am happy to inform you, that your withdrawal has now been made manually to ensure it will reach your bank account.

The funds will reach your bank account latest on Tuesday the 22nd of May.

Best regards,
HighrollerPidge

Posted on May 18, 2018

Took a long time, but funds finally recieved today.
Thanks to AskGamblers for following up this complaint.

AskGamblers
Posted on May 18, 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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