Highroller Casino - El jugador enfrenta repetidos problemas con el envío de documentos.

I have submitted my documents 12 times.

They report that its blurry, screenshot.

It is not the fact. I can not speak to chat directly and keep being asked to submit again.

Dear frankenstein69,

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Thank you for replying to this situation.

I have submitted my bank statement. This was saved to my files directory from my bank. Then upload. It is said t9 be blurry.

I submitted my drivers license one side only. I will resubmit with both sides. But my question is am i able to submit two photos front/back feom same promt?

I submitted a photo of my gas bill. No reply if ir why it was rejected

It would be great to e able to spek with someone personally. The chat is a robot with general concern questions.

Thank you and hope to hear back soon in this matter. I do enjoy your casino, but this needs to be resolved.

Good day

I am waiting for a response other than a typical instruction for submitting documents. My previous attemps were unsuccessful.

Is there someone to speak with directly to assist me in submitting?

Thank you

Dear frankenstein69, could you please share your communication with the casino regarding the verification?

Could you please share the documents you provided to the casino?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Total scam

thay want proof of deposits on a day i didn't play on Highroller casino

They also want my bank statement stamped and signed on every page which no bank will do. Sign that is

Never seen such a scam to collect my 900$ winnings

Thank you very much, frankenstein69, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Dear frankenstein69,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Highroller Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Jana

The reason i am getting is not that it is blurry. It is they wany my hard copy bank statement stamped and signed on each page of my statement. THE BANK WILL NEVER SIGN A BANK STATEMENT.

SECONDLY, they wan proof if deposited on February 24th. I never llayed on that date. From my bank statement, you can see i played on February 22nd and 23rd Pacific time British Columbia Canada.

Plwase advise exactly what would you like me to submit? A hard copy clear picture?

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 Kenneth,

Thank you for reaching out and for your cooperation so far.

We understand your concern regarding the bank statement. To clarify, we are currently only missing one document to verify your account: a bank statement that shows the deposits made to us through Interac on February 24th. This document is crucial for the verification process.

Please note that for the bank statement to be accepted, it must meet specific requirements:

• The statement should be in PDF format from your online banking, showing the name and logo of your bank, your full name, and your bank account number.
• All pages of the statement should be visible (the image must not be cropped), and the details should be fully legible.
• The statement must show the deposits made to us on February 24th.
• If submitting a hard copy of the statement, all pages must be stamped and signed by the bank.

We truly appreciate your time and cooperation in providing the necessary documents. Unfortunately, we cannot proceed with the verification process until all required documents are compliant with our regulations.

If you need any further assistance or clarification, feel free to contact us at support@highroller.com or trough our live chat as well.

Regards,

HighRoller team

Hello Highroller team rep

As i explained previously, i did not play on February 24th.

I only played on February 22nd and 23rd.

I am confused why im seeing atwo translations in the 24th in my history translation.

As you can tell from my previously sent in bank statement, this will show that.

The best resolution here i think is i do some cash deposits, take a screenshot of my history so i doesn't get deleted at your end.

Can we agree on this? Make some deposits and send in a copy of my statement?

Hello, as you will notice, i have made two deposits recently. I have a screenshot as well in case of an unfortunate technical difficulty.

I will be submitting a clear photo copy of my original bank statement on or about may 11th.

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.

Hi Kenneth,

I hope this email finds you well.

I wanted to inform you that I have thoroughly reviewed your documents. Following a recent update to our procedures, we successfully verified the documents you submitted.

Thank you for your patience and understanding throughout this process.

If you have any questions, please feel free to reach out to us at support@highroller.com

Best regards,

HighRoller Team

Well, now that i have played out all my winnings to 0$ only do you accept my documents.

That is so disturbing that when i had 2k in winnings i needed to have my bank statement stamped and signed by my bank on every page.

No thank you. I will advise to all that this casino is unlawful cruel and dishonest.

I cant believe I've given you people my personal information. I have change my financial accounts and blocked your establishment.

HIGHROLLER WILL FAIL TO SUCCEED!

GOODBYE

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.