highbet Casino UK - Ganhos do jogador confiscados e conta encerrada.

On the 1st of March, I won 2,000,000 Chilean pesos playing live roulette on the website highbet.com, and they confiscated my money claiming that I had violated their terms and conditions

I vehemently deny this. In the end, they took away my winnings and closed my player account.

Username: benjarami

el dia 1 de marzo gane jugando ruleta en vivo 2.000.000 de pesos chilenos, y el sitio web highbet.com me confisco mi dinero diciendo que infringí los términos y condiciones

los cuales niego rotundamente. finalmente quitaron mis ganancias y cerraron mi cuenta de jugador

usuario: benjarami

Dear benjarami,

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.

• Could you please advise if you passed the verification before your account was closed?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that this was the only explanation you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Could you please let us know if you passed verification before your account was closed?

No, they did not ask me to verify my account at any time.

Did you accumulate your winnings with or without an active bonus?

no bonus

Do I understand correctly that this was the only explanation you received? If there is any other relevant communication between you and the casino, please send it to kristina.s@casino.guru . Alternatively, you can post it here.

They only sent me an email indicating that my winnings were confiscated and they sent me the balance I paid when I registered to my debit card.

thank you

¿Podría informarnos si pasó la verificación antes de que se cerrara su cuenta?

no, no me solicitaron verificar mi cuenta en ningun momento

¿Acumulaste tus ganancias con o sin un bono activo?

sin bono

¿Entiendo correctamente que esta fue la única explicación que recibió? Si hay alguna otra comunicación relevante entre usted y el casino, envíela a kristina.s@casino.guru . Alternativamente, puedes publicarlo aquí.

solo me enviaron un email indicando que mis ganancias fueron confiscadas y me enviaron a mi tarjeta de debito el saldo que abone cuando me registre.

gracias

Thank you very much, benjarami, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 benjarami,

I am so sorry to hear your winnings got confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a highbet Casino representative to join this conversation and participate in resolving this complaint.

Dear highbet Casino,

Could you comment on this and state which rule the Player violated?

Thank you in advance for providing the information.

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 benjarami,

I have contacted the casino representatives outside of the complaint thread one more time. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear benjarami,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kind regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of highbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi guys, thanks for reopening the complaint.

After reviewing the case, we've paid in that moment just took a bit more from fraud team.

I hope the player can confirm he received the money, we are happy to help any other case.

Hello benjarami,

Could you please confirm whether you have received the funds from the casino?

I'll be awaiting your reply.

Dear benjarami,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru