TheHighRoller Casino - プレイヤーのアカウントは閉鎖され、資金は没収されます。

I am submitting this complaint regarding TheHighRoller Casino, which permanently closed my account and confiscated my remaining balance of €1,948.68, alleging "Fraud" without providing any specific explanation or evidence.

Timeline & Facts

I had an active account at TheHighRoller Casino with a real-money balance of €1,948.68.

On 4 January 2026, I received an email stating that my account was permanently closed under the Fraud section of their Terms & Conditions.

The casino did not specify which rule was violated, what activity was considered fraudulent, or provide any supporting evidence.

Prior to the closure, the casino requested full account verification (KYC), which I completed successfully using their verification link.

After submitting all requested documents, I was informed that the documents were received and under review.

Despite this, my account was later closed and my balance voided, with the casino stating that the decision is "final".

My Position

I did not engage in any fraudulent activity, multi-accounting, bonus abuse, or rule violations.

I used only one account, played normally, and complied with all verification requests.

The casino has failed to provide transparency, specifics, or proof to justify confiscating my funds.

A generic reference to "Fraud" without explanation does not meet standards of fair play or consumer protection.

What I Am Requesting

I respectfully request that CasinoGuru assist in:

Obtaining a clear and specific explanation from TheHighRoller Casino regarding the alleged fraud.

Reviewing whether the casino’s actions comply with fair gambling practices.

Helping to recover my €1,948.68 balance, or alternatively, proof-based justification for its confiscation.

Supporting Evidence

I can provide:

Email correspondence with TheHighRoller support

Proof of completed KYC verification

Account closure notification

Confirmation of balance amount

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

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 clarify your situation.

• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Which payment methods did you use to deposit money into this casino?
• Has your account been closed only after you submitted your identity documents for verification?

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

Hello,

I played casino games slots.

Yes i think i had a bonus Christmas bonus.

I dont remember maybe one?

I used crypto.

Yes after.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the allegations made against you at veronika.f@casino.guru. I appreciate your cooperation and patience.

Done

Hello Atsukkaa,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Atsukkaa

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Atsukkaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TheHighRoller Casino for their help in resolving this complaint. We would like to know why the player's account was closed and why their winnings were confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Atsukkaa,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino doesn't display its validator on the website as is the regulatory requirement, most likely in an attempt to prevent players from escalating their complaint. I am sorry I could not be of more help on this occasion.

Best regards,

Peter