HighStakes Casino - El reintegro del jugador se ha retrasado.

I am a fully verified user at HighStakes.com. I requested a $150 withdrawal on February 14th, which has been 'Pending Manual Approval' for over 85 hours.

Why this needs immediate attention:

My KYC process took 5 months to complete, and I am now 100% verified.

The casino is completely unresponsive. Their Instagram support points to a 'Live Chat' feature that does not exist on their website.

I have sent multiple emails with proof of my deposit (sent to 180Group / Seven 5 Offsuit Ltd) and their valid Anjouan License (ALSI-202601028-F11), but they are ignoring all formal communication.

I have followed all protocols, but the casino is withholding my funds without any explanation."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear eswar2636,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Other users are also reporting similar issues on social media. This is not just a delay; it's a systemic failure by the casino to pay its players.

The casino cancelled my withdrawal citing outdated documents. I have immediately provided new documents and my account is now Fully Verified again. I have placed a new withdrawal of $99. Please ensure they don't stall this again

I have cancelled my $99 withdrawal and requested a smaller amount of $30, as I've seen other users only getting smaller amounts approved. My account is fully verified, and I'm waiting to see if this $30 gets processed or stuck again.

Update: My $30 withdrawal was successful yesterday. However, I have to wait 72 hours for the next one. My account is fully verified, but they are releasing my funds in very small parts. I will keep this complaint open until my full balance of $167 is withdrawn

The casino is only approving $30 every 5 days (including the 72-hour wait and 2-day processing). At this rate, it will take me nearly a month to withdraw my small balance of $167. This is an unfair practice used to force players to play back their winnings. Can you please ask them to increase my limit or process the remaining balance in one go since my account is fully KYC verified?

It has been nearly 45 hours since I placed my third $30 withdrawal (on Feb 25th, 11:50 PM). It is still in 'Pending Manual Approval'. I am worried they will delay it further due to the upcoming weekend. Please ask the casino to process it today.

Update: It has been more than 54 hours since I requested my third withdrawal of $30 on Feb 25th. The status is still 'Pending Manual Approval'. It seems the casino is using the weekend as an excuse to delay my payment further

The timer is about to expire in less than an hour. The casino has still not processed my Feb 25th withdrawal of $30, and it remains in 'Pending Manual Approval'. It is clear they are ignoring the complaint and my funds. Please take the necessary steps to mark this case and penalize their rating

Dear eswar2636,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla, to provide the exact sequence and avoid any confusion, here is the full history:

First $99 Attempt: Initially, I tried to withdraw $99, but the casino canceled it.

KYC & First $30 Success: They claimed my KYC was outdated. I resubmitted my documents, they were verified, and then I placed a $30 withdrawal which was successful.

The $150 & $99 Cancellations: Later, I tried to withdraw $150 and then $99 again, but the casino canceled both, stating I cannot withdraw more than $30 at a time.

Second $30 Success: Following their $30 limit, I made another request for $30, which was successful.

Current Pending ($30): On February 25th (11:50 PM), I placed my third $30 withdrawal. It has been over 80 hours and is still in 'Pending Manual Approval'.

Total Balance: My remaining balance is $107.24.

The casino is forcing me into small withdrawals and now delaying even those. Since the timer has expired, I request your urgent help.

Unfair Timeframe: It is important to note that the casino is taking a minimum of 5 days to process each small $30 withdrawal. This seems to be a deliberate tactic to delay the payment

Deliberate Delays: The casino is taking a minimum of 5 days to process each small $30 withdrawal. Furthermore, they have imposed an unofficial rule where I have to wait for 72 hours between each withdrawal request, making it impossible to withdraw my funds quickly

Hi Karla, it is Monday morning and my withdrawal from Feb 25th is still 'Pending'. It has been more than 6 days now. I sent a follow-up email to the casino support yesterday but received no response. Please help.

Hi Karla, just wanted to update that as of Monday morning, my withdrawal from February 25th is still 'Pending Manual Approval'. It has now been over 6 days. I also sent a follow-up email to the casino support yesterday, but I have not received any response from them either. The casino is clearly ignoring the 5-day processing timeframe they usually follow.

Hi Karla, today marks exactly 7 days (168 hours) since my withdrawal request on Feb 25th. The status is still 'Pending Manual Approval'. I have followed every rule, completed KYC, and sent multiple follow-up emails which were all ignored. This is no longer a standard processing delay; it is a deliberate attempt to withhold my funds. Please escalate this immediately as the casino is not cooperating.

Hi Karla,

I am updating my case. After waiting for 8 full days for a small $30 withdrawal with no response from the casino, I have decided to cancel that request and put a withdrawal for my full balance of $137.24.

I have fully verified my KYC and waited patiently, but the casino is clearly stalling. I have now sent a formal warning to their license provider (Anjouan Gaming) and their payment processor (CoinPayments). I request Casino Guru to now escalate this as a 'Refusal to Pay' since they have exceeded all reasonable timeframes.

Dear eswar2636, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

I have sent an email to Karla with all the requested details and sensitive screenshots (Bet History & Pending Withdrawal). I prefer not to share these in the public domain for privacy reasons. Please let me know if any further information is needed via email. Complaint ID: 197903.

Dear Karla, I received a response from the payment gateway (CoinPayments). They stated that they cannot control the merchant's internal withdrawal process and asked me to resolve it directly with the casino. Since the casino is not responding to my emails, I am now fully relying on your assistance to mediate this dispute. Complaint ID: 197903.

CoinPayments is avoiding responsibility, so your mediation is my only hope now

Dear eswar2636,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, barbora.p@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you, Barborka, for taking over my case. I want to confirm that as of today, my withdrawal is still in 'Pending Manual Approval' status (over 10 days now). I have not received any response or explanation from HighStakes support regarding this delay. I am looking forward to your assistance in resolving this."

Hello eswar2636,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello Barbora, thank you for your help. I will definitely keep you updated if I see any changes or hear from the casino. As of now, my withdrawal status is still 'Pending Manual Approval' and I have not received any communication from HighStakes. I appreciate your assistance in this matter.

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.

Hello Barbora, thank you for the update. I see that the timer has been extended. I want to confirm that as of today, there is still no response from HighStakes and my withdrawal of $137.24 remains in 'Pending Manual Approval' status for over 14 days now. I will wait for this final deadline and hope for a resolution

Hello Barbora, the casino has rejected my withdrawal. They are now claiming that I need to 'play more real money games' to withdraw my funds. I have already fulfilled the requirements, and this seems like a tactic to make me lose my balance. Please look into this unfair demand.

Hello Barbora, HighStakes rejected my withdrawal stating I need to 'play more real money games'. However, my account dashboard clearly shows that the full $137.24 is already in the 'Withdrawable balance' section. This proves that I have no active wagering requirements and the casino is unfairly blocking my funds. Please intervene as they are trying to force me to gamble my winnings.

Dear eswar2636,

Thank you for your update and for providing the screenshots.

I’m sorry to hear that your withdrawal has been rejected with the request to "play more real money games," especially when your account indicates that the full balance is already withdrawable. I understand how concerning and frustrating this situation must be.

At this point, I have not yet received any response from the casino regarding your case. I have already attempted to contact them outside of this thread and will continue trying to reach them to clarify this requirement and the status of your withdrawal.

Based on the information you’ve provided, your concern appears valid, particularly if no wagering requirements are currently active. However, we need the casino’s official statement to fully assess the situation and proceed further.

In the meantime, I recommend that you refrain from further gameplay, as this could complicate the case.

Please rest assured that I will keep you updated as soon as I receive any response or new information from the casino.

Thank you for your patience.

Hello Barbora, I tried to place another withdrawal for $30 to check if it works, but the casino rejected it immediately with a new reason. They are now claiming the funds are from a 'Wheel' feature and not withdrawable profit. This is completely false because my dashboard clearly marks the entire $137.24 as 'Withdrawable balance'. It seems they are inventing new excuses every day to avoid payment.

Dear player,

I have attempted to contact the casino multiple times, but unfortunately I have not received any response. Without cooperation from their side, there is very little more we can do. I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message or receive a response from the authority, please feel free to email me at barbora.p@casino.guru. I am truly sorry that we could not achieve a more favorable resolution this time.

Best regards,

Barbora