Highroller Casino - アカウント確認の問題により、プレイヤーの出金が遅れました。

On December 29th, I made my first deposit at Highroller, without activating any bonuses, none at all. I strictly played with the real money I deposited and ended up losing the initial deposit of 1,000 BRL. On the following day, December 30th, I deposited 2,000 BRL and won. I requested withdrawals that total up to 18,100 BRL, which have been pending for over 3 days. I was asked to verify my account through a selfie, ID, and proof of residence, which I sent. A day later, they replied stating that my proof of residence doesn't match their request, which is untrue as it's a fixed internet bill from my house, under my name, my social security number and my address clearly shown on the bill. I contacted them via chat, and they said that they can't accept mobile phone bills. I clarified that it's a residential internet bill, not a mobile phone bill, and asked the chat representative to give priority and review the submission again. They informed me that I need to wait for 48 hours like the first time I sent it and it got rejected. This is why I'm filing this complaint. I suspect that they may reject it again without any valid reason, and they're acting unethically to avoid paying my winnings. I only signed up for Highroller because it received good ratings here on Casino Guru. I'm wondering if you could intervene in this situation since you recommended the site as trustworthy and help me get them to verify my account and pay out my winnings. I will attach my deposit and withdrawal statements, as well as the chat logs. I've recorded everything and took screenshots of everything because I believe they might be acting in malice to not pay me and could potentially block my account for no reason. I was unable to attach all the screenshots due to an exceeding attachments limit. However, I sent my deposits, withdrawal requests, and verification statuses. I also have screenshots of all the opened chat conversations and I can provide them if needed.

No dia 29 de dezembro fiz meu primeiro depósito na highroller, não ativei nenhum bônus, nenhum, joguei apenas com o dinheiro real que depositei e acabei perdendo o depósito inicial de 1000 reais, no dia seguinte 30 de dezembro depositei 2000 reais e consegui ganhar , e solicitei saques totalizando o valor de 18100 reais que estão pendentes a mais de 3 dias. Me pediram para fazer a verificação da minha conta, com selfie, identidade e comprovante de residência, fiz o envio de tudo, 1 dia depois me responderam dizendo que meu documento de residência não corresponde ao que pediram, o que mentiram pois é uma conta de internet fixa de casa, que está em meu nome, com meu CPF e meu endereço constando na conta, entrei em contato com o chat e disseram que não podem aceitar contas de telefonia móvel, mas eu disse que é uma de internet residencial, e não de telefone celular, pedi a atendente do chat que desse prioridade e analisasse novamente a conta enviada, a mesma me disse novamente que devo aguardar 48 horas como foi da primeira vez que enviei e recusaram, por isso abro essa reclamação, tendo em vista que recusarao novamente e sem motivo algum, estão agindo de má fé para não pagar os meus ganhos. Só me cadastrei na Highroller devido a alta pontuação aqui no cassino guru, gostaria de saber se vocês podem intervir nessa situação, já que vocês recomendam o site como confiável e me ajudem a fazer com que eles verifiquem a minha conta e paguem os meus ganhos. Vou anexar os depósitos e saques e também as conversas no chat, gravei tudo, e tirei print de tudo, pois acredito que estão agindo de má fé para não me pagar e podem bloquear a minha conta sem motivo. Não consegui anexar todos os prints pois deu excedimento de anexos. Mas fiz o envio dos depósitos, pedidos de saques e da situação da verificação, tenho prints de todos os chats que abri também e posso enviar caso precise.

Dear Fdvascokrlh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please specify when exactly did you send the last one of your documents?
• Have you been asked to provide any subsequent documents after you explained the situation regarding your fixed internet bill?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Today, January 2, 2024, my account was verified, they accepted the second proof of residence document that I sent, they have already released my withdrawals and they are already in my bank account, I have already received the total amount withdrawn. Yes, they did not accept my residential fixed internet account as proof of residence, which should be accepted, as it is a residential account and contains all the information to prove residence, name, CPF and address, but it was already resolved, yesterday, On January 1, 2024, I sent another residence document and it was approved. Thanks. Despite this situation, they did not accept a fixed internet account as proof of residence, I really liked the highroller, good games, good layout, very good house, I will continue using it now that my account has been completely verified and my withdrawals have been completed.

Hoje, dia 02 de janeiro de 2024, minha conta foi verificada , aceitaram o segundo documento de comprovação de residência que enviei, já liberaram os meus saques e os mesmos já estão na minha conta bancária, já recebi o valor total sacado. Sim, não aceitaram como comprovação de residência a minha conta de internet fixa residencial, o que deveria ser aceito, pois é uma conta residencial e contém todas as informações para comprovação de residência, nome , CPF e endereço, mas já foi resolvido, ontem, dia 01 de janeiro de 2024 fiz o envio de outro documento de residência e o mesmo foi aprovado. Obrigado. Apesar dessa situação, de não aceitaram conta de internet fixa como comprovante de residência, gostei muito da highroller, bons jogos, bom layout , casa muito boa, continuarei utilizando agora que minha conta foi verificada por completo e meus saques completados.

Dear Fdvascokrlh,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru