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

Dear Nick,

Thank you for taking on my case. I am happy to provide any additional information that may help resolve the issue more quickly.

To answer your question, no, I have not attempted to use a different withdrawal method. I have been submitting my withdrawal requests using the same method I used for my deposit (USDT BEP20), as most casinos require withdrawals to be made via the same method as deposits. I have not received any indication that this payment method is problematic in any way.

To clarify, I have not received any messages or updates from the casino regarding the status of my withdrawal. The only communication I've had from them — other than the promotional emails they continue to send — is the brief explanation provided in the withdrawal rejection emails. If they offer live support on their website, I have been unable to find it. Additionally, they have not responded to any of my emails or messages sent through their online contact form.

I am deeply concerned by the long delay in processing my payment, particularly given the complete lack of updates or effective communication from the casino.

Thank you again for your assistance.

Best regards,

Mannfred

Thank you Mannfred for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

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

I would now like to ask HighStakes Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Peter,

Thank you for taking on the case.

Unfortunately, I have an update. Today, I logged in for the first time since writing my original post and saw that my balance had been returned to my account, and my withdrawal request was cancelled. I did not cancel it, and unlike previous times, I did not receive any notification or message explaining the rejection. It was simply cancelled without any reason given.

Nevertheless, I just submitted a new withdrawal request a few minutes ago, this time for 3,675 USD—the entire balance in my account—using USDT BEP20 as the withdrawal method, the same method I used for the deposit.

The total lack of communication from their side is increasingly concerning. I am losing hope that they will ever pay out my winnings.

Thank you again for your assistance.

Best regards,

Mannfred

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.

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. Due to changes in legislation the casino currently doesn't have an option to file a complaint with their regulator.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter