HighStakes Casino - プレイヤーの撤退が遅れています。

Dear Casino Guru Team,

I am reaching out to request your help in contacting HighStakes Casino and expediting my pending withdrawal of 3,523 USD.

I initially registered on HighStakes in 2022 when it operated solely as a poker site. At the time, I did not make any deposits and forgot about the account until August 11th, when I received a promotional email about their new daily tournament. As part of the promotion, they offered a limited number of deposit codes. For a deposit of 1,000+ USD, they were giving a 250 USD bonus. There were no bonus terms in the email or on their website, so I assumed the bonus was raw cash, which technically it was.

On August 11th, I made a deposit of 2,000 USD and received the 250 USD bonus.

I participated in their daily tournament, but after noticing an unusual pattern — where it seemed impossible to place higher than 7th, as the top 6 "players" were consistently matching my exact wagers at the same times — I decided to withdraw my funds.

I completed the KYC process on August 12th and submitted a withdrawal request for 1,500 USD the same day. However, my request was denied with the reason, "More Account Activity Required. User is required to play real money games."

I immediately replied, asking for clarification on what exactly "Account Activity" and "real money games" refer to, and how much more activity was required from me. I received no response.

I proceeded to play a bit more and submitted a new withdrawal request for 3,000 USD on August 15th. The next day, it was denied again with the same reason: "More Account Activity Required." I then sent another email requesting clarification, but once again, I received no reply.

I played further and submitted another withdrawal request for 2,500 USD on August 17th. On August 21st, this request was denied, citing that I had placed wagers amounting to 10,708.95 USD, while they required 10x the deposit amount in wagers. After 10 days of back-and-forth, I finally learned that a 10x wagering requirement applied to deposits.

I made sure to wager more than the required 20,000 USD and submitted a final withdrawal request for 3,523 USD on August 24th. It has now been pending for more than three weeks. According to their Withdrawal Policy (https://www.highstakes.com/withdrawal), withdrawals should be processed within 48 hours, with some taking up to 3-7 days depending on the amount and method used. We are far beyond that timeframe.

On September 9th, I sent a message through their website requesting an update. To date, I have received no response.

Given my multiple failed attempts to contact HighStakes Casino, I kindly request your assistance in reaching out to them and hopefully speeding up the withdrawal process.

Thank you for your attention and help.

Best regards,

Mannfred

Dear Mannfred,

Thank you very much for submitting your complaint, and I sincerely regret the challenges you're experiencing with HighStakes Casino. To assist you more effectively, I kindly ask for some additional information before we proceed.

Have you attempted using a different withdrawal method? Additionally, have you received any response from the casino regarding the delay? Given that your account verification and wagering requirements appear to be in order, it is indeed concerning that more than 14 days have passed, which is typically the recommended timeframe for withdrawals.

I appreciate your cooperation and look forward to your response.

Best regards,

Nick