Highway Casino - El jugador tiene dificultades para retirar sus ganancias.

The Casino continuously cancels or adjusts my payouts to be fractions of what I should be allowed to withdraw every week. They say they reserve the right to split up large payouts into smaller payouts as their reasoning... right... okay.

They are clearly just trying to make it unnecessarily hard to withdraw my money. This is so frustrating.

Dear justinmoffatt7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino processes all your withdrawals, but in lower amounts?

Could you please clarify how much money you approximately withdraw per week?

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

Best regards,

Kristina

Hi Kristina. Thanks for responding.

Yes, on their site they claim that you can withdraw up to 2000 USD (or equivalent BTC) every week. Every withdrawal request I have made to them, they have subsequently approved for only a fraction of the amount, with NO explanation to me aside from that they "reserve the right to split large payouts into smaller payouts."

Aside from the fact that I've never requested more than the weekly maximum (you can't) they aren't even splitting my payouts. They just adjust the number, approve the smaller number, then return the rest to my balance, without telling me any "adjustment" took place.

Approximately, I have been consistently approved for 200 USD every request (all requests have been at or close to 2000 USD, depending on how much I have left to withdraw for that week to stay under the weekly maximum.)

Thank you very much for your reply, justinmoffatt7. Do I understand correctly that you are allowed to withdraw approximately $200 per week?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Forwarded the email response to you. The rest has been in chat on their site.

Yes I am only able to withdraw about $200 a week now.

Thank you very much, justinmoffatt7, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello justinmoffatt7,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I share your sentiment that the current payout frequency of $200 per week falls short of the standards expected from a reputable casino with a good rating. I will contact the casino to shed more light on this matter.

We would like to invite Highway Casino to join the conversation.

Dear Highway Casino,

We are reaching out to seek clarification regarding the disparity between the player's current withdrawal limit of $200 per week and the officially stated maximum withdrawal limit of $2000 per week. Recognizing that withdrawal limits can differ based on player class, the current withdrawal cap for the player seems notably below the expected standard. Could you shed light on the reasoning behind this and outline how you plan to rectify the situation to better accommodate the player?

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.

Hi,

Thank you for your feedback. Even though maximum cashout limit is set to $2000 at a time, the cashout amount can vary based on many factors. After having checked the case with a Casino representative we can confirm that the cashout amount was reviewed. Rest of the winnings have been already approved for processing and will reach Customer's BTC wallet shortly. Please accept our apologies for the inconveniences caused.

Should you have any questions we'd be happy to assist.

Thank you for the response, Highway Casino Team.

Dear justinmoffatt7,

As per the casino team's response, you should receive the funds shortly. Please let me know when you do so that we can close this complaint as resolved.

I have received my winnings.

It seems I've subsequently been shadow banned from the site as nothing works anymore, but at least I was (finally) paid out.

Thank you for the confirmation, justinmoffatt7. I'm glad that you received your winnings.

I'm not saying that this is your case, maybe there was just some small error, but the casino has this mentioned in its T&Cs

The Player hereby agreed that Highway Casino retains exclusive control over any services provided, including but not limited to starting/ending promo activities, adding/removing games, and changing limitations, all without prior notification.

Another thing is that if there are no financial obligations of the casino towards players and the player's casino account balance is zero, the casino can close such accounts and discontinue providing their services at their discretion. This is quite common in the industry.

Anyway, I believe the main thing is that you have successfully received your winnings in full now.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru