Ask the Casino Guru team (side 25)

Thank you for taking the time to review my request and explain the decision.

I'm sorry it had to be treated as a cold case. I wasn't aware of the six-month limit. 1xBit took weeks to answer my emails, and the summer passed in between, so by the time I realised the casino would not change its position, the deadline had already passed.

I understand the rule and I appreciate your help anyway. Hopefully my experience will help other players act sooner.

Best regards,

Miguel

Going from withdrawals arriving within 30 minutes to a week without a clear update is understandably frustrating. A payment-provider issue can cause delays, but the casino should still explain what stage your withdrawal has reached.

Your screenshot shows a 50,000 HUF card withdrawal marked as approved. Approval doesn’t necessarily mean the money has already been sent. Has support confirmed that the payment was actually dispatched, or only that it was approved? Also, is this the same card you used for your previous successful withdrawals?

We generally allow up to 14 days from the withdrawal request before escalating a delayed-payment case. For your October 1 request, that would be October 15. This doesn’t excuse the unclear communication, but at this stage the delay alone doesn’t establish that the casino is refusing to pay. Please keep us updated if anything changes.

I want to thank you for your understanding.

It must be difficult because we're still talking about something that actually happened to you and resonates. While from the complaint perspective, well, it's not actual enough for the mediators to challenge the past casinos' actions.

Despite how unlucky this may feel, you're here helping the community through sharing; that matters a lot. 🙌

How do I delete my account?

Hello, I already replied to you in other thread.

Please check it out.

Hi, I submitted a complaint on October 16, 2026, but it’s still under review. Could you tell me when the complaint will be reviewed?

Sometimes it takes a little while for a complaint to move from waiting for review to opened. Our team receives many complaints, and the resolvers are not as active over the weekend as they are during the working week, so patience is sometimes necessary.

However, I can see that everything should now be in order.

Subject: Account arbitrarily closed and balance confiscated ($450 USD) by HighStakes

Dear CasinoGuru Team,

I am opening this complaint against HighStakes Casino due to an arbitrary account closure and the withholding of my legitimate winnings.

I was an active player on the platform and managed to build up a balance of around $500. Over the past few weeks, I attempted to request a withdrawal multiple times (around 20 to 30 times), but the platform repeatedly rejected my requests, offering different excuses every time.

Finally, on Sunday, October 25th, the system allowed me to submit a withdrawal request for $440 via Binance (cryptocurrency). However, shortly after processing the request, HighStakes completely deleted my account without any prior warning or justification. I can no longer log in, and my funds have been effectively confiscated.

I am turning to CasinoGuru as a mediator to help me recover my $450 USD,or, at least $440 USD

Thank you for your time and assistance.

Good day to you. I understand this is urgent, so let me skip the pleasantries and share the link to the complaint request form: https://casino.guru/complaints/create

Please fill out the form, include any relevant emails, chats, or other information you have available, and submit your request. The mediators should review it within the next few working days. They may get to it over the weekend, but I’m not sure, so I wouldn’t want to promise that.

Just one question: do I understand correctly that the account closure came as a complete surprise and you have no idea why the casino decided to close it?

That must be really frustrating.