Highroller Casino - Вывод средств игрока был отложен из-за проблем с верификацией.

I am filing a complaint regarding fraud and the withholding of my funds.

In total, I deposited around €2,000 into my account, and after a series of losses and winnings, I decided to stop playing with a remaining balance of €1,400, which I wanted to withdraw. My first withdrawal attempt was simply rejected, and then they started making additional verification requests—confirming my identity, proof of residence, and proof of the payments made.

They successfully verified my address and my ID after I submitted a photo of my driver’s license along with a selfie. However, when I started submitting documents related to my payments, they demanded PDF transaction confirmations proving that I had sent the money directly to their gaming platform.

I made deposits from three different banks. In two of them, when I processed the payments, the gaming website redirected me to third-party platforms that handled the transactions. As a result, the payment statements did not directly indicate their gaming website. However, when I made deposits through Revolut—where I deposited €1,000 over five transactions—it clearly showed my bank details, my name, the amount, and the fact that the payment was sent specifically to their gaming site, Highroller.

According to their website’s own rules, this should be sufficient to verify the authenticity of my transactions. However, they ignored this, blocked my account, and now my €1,400 remains trapped in their gaming platform.

Dear paulius543211,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

Could you please specify which documents you sent to the casino from the two other banks you used for depositing? Kindly forward me the bank statements at veronika.f@casino.guru.

When submitting bank statements, it is important that they are in the correct format (either a PDF downloaded from your internet banking or a scan if you receive paper statements). The documents should also contain all the necessary information for the casino to verify the deposits you made, including your personal details.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

This casino website has found a clever way to manipulate payments. The transactions were made from my bank, but in order to deposit money into their account, my bank was redirected to another bank, which then received the funds before they were credited to the casino account.

For example, through Wise, I made seven transactions, and all the timestamps perfectly match the gaming history, showing when the funds were received by them. However, they deceive people by claiming they never received the money. That is why they are now asking for confirmations from my other two banksâ€"because those transactions are not directly linked to their casino website. Yet, according to their own terms and conditions, Revolut bank statements should be sufficient, as there are more than three payments with full supporting evidence.

I am simply informing you that I will also contact lawyers in Norway regarding this fraudulent scheme to ensure that their illegal and deceptive operations are stopped as soon as possible. I am still offering a reasonable solution: they can transfer back at least half of the remaining balance on the gaming platform, and I will not escalate the matter to legal action. However, since I have received no response, I will now pursue this matter to the very end. I will do everything in my power to have their website shut down so that no more people fall victim to their scam.

Could you please clarify whether you submitted the bank statements from all the banks you used to deposit funds into the casino?

Bank statements often don’t show specific merchant codes or names related to the casino, but rather a more general description of the business. This is because gambling transactions might sometimes cause issues with certain banking products you'd like to use. However, please note that this does not necessarily mean the casino hasn’t received your deposits. If the funds were credited to your player's account, it indicates that the payments were successfully processed by the casino.

Additionally, it would be very helpful if you could provide any emails exchanged between you and the casino regarding the verification of your payment methods and the deposits made into your account. If possible, send them to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear paulius543211,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your response. After returning to Norway, I continued sending them letters requesting either a refund or permission to continue playing. Yesterday, I received a letter from them stating that they are permanently closing my account. However, they allowed me to withdraw my funds, and all the money in my gaming account was returned to my bank account.

I believe this might be thanks to you as well when they saw that an investigation was underway. But I also repeatedly mentioned that I had already spoken to a lawyer and would report them to the relevant authorities for fraud. I think they wanted to avoid that, so they simply blocked my account and refunded my money.

Thank you for the information. I’m sorry to hear that your account was permanently closed. However, since the casino paid out your remaining balance, we are unable to penalize them. As a general practice, casinos, like any business, reserve the right to decide which players they continue to provide services to. While I understand that this may not be the outcome you were hoping for, it is in line with the industry standards.

Please let me know if there is anything else you would like assistance with, or if there's anything further I can do to help. We are always here to support you in any way we can, and I sincerely hope that your future experiences with online casinos are more positive.

Dear paulius543211,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.