HighStakes Casino - Spillerens udbetaling er blevet forsinket, og adgangen til kontoen er blokeret.

I am submitting this complaint regarding Highstakes.com (operated by Seven 5 Offsuit Ltd.).

I have been a user of this platform since 2018, and at that time my account was fully verified. I still have email confirmation from the operator confirming that my account had successfully passed their verification procedures.

However, since November 27, 2023, I have been unable to successfully withdraw my funds despite multiple attempts.

All withdrawal requests submitted since that date have either been cancelled or not processed. Most recently, I submitted a withdrawal request for approximately USD 2,566 (USDT TRC20), which remained in "pending manual approval" status for over 15 days before being denied.

The platform currently displays my balance as "withdrawable" (USD 2,566.63), yet prevents me from accessing it.

The operator has justified the denial based on a "closed-loop policy" and wagering/turnover requirements. However, this creates a contradictory situation:

• My original deposits were made via Skrill and Neteller;

• These methods are no longer available for withdrawal on the platform;

• The operator only offers cryptocurrency withdrawal methods (USDT/USDC);

• At the same time, they require withdrawals to follow the original deposit method.

This makes compliance impossible and effectively blocks access to funds.

In addition, the operator has recently requested new KYC/verification documents, including proof of address, despite my account having been previously verified. I sent it. Given the circumstances and the repeated denial of withdrawals, this raises serious concerns about the legitimacy and intent of these requests.

To resolve the matter, I followed the official dispute process via the Anjouan Gaming license seal displayed on the website.

Timeline of actions:

• Formal complaint submitted via Anjouan Gaming seal;

• Operator was copied and requested to respond;

• No response was received from the operator;

• Follow-up messages were sent;

• No response was received;

• After 30 days, I formally requested escalation to Alternative Dispute Resolution (ADR);

• No ADR provider was identified and no response was received from the regulator.

As a result, the dispute resolution mechanism described under the Anjouan license has not functioned in practice.

At this point, there is:

• No access to funds;

• No response from the operator;

• No effective regulatory support;

• No available ADR mechanism despite explicit regulatory provisions.

This raises serious concerns regarding both the operator’s practices and the effectiveness of the licensing framework under which it operates.

I am requesting assistance in obtaining the release of my withdrawable balance and ensuring that the operator complies with its obligations.

I can provide full documentation, including:

• Account balance screenshots

• Withdrawal history

• Email communications

• Proof of previous account verification

• Record of regulatory complaint submission

Thank you.

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Dear AOAb,

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.

• Have you made any successful withdrawals before?
• Are there any documents in your account that are currently pending verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please advise if you have been informed about any alternative payment method to withdraw your winnings?

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,

Attila

Dear Attila,

Thank you for your response and for reviewing my case.

Please find my answers below:

• Have you made any successful withdrawals before?

I have successfully made withdrawals from Highstakes in the past (prior to November 2023).

• Are there any documents in your account that are currently pending verification?

My account was fully verified back in 2018, and I have email confirmation from the operator confirming this.

Recently, I was asked to provide additional documents (proof of address), which I have already submitted in good faith. However, this request only occurred after repeated withdrawal attempts and has not resulted in any progress.

• Have you accumulated your winnings with or without an active bonus?

No, these funds were not accumulated through an active bonus. There is no active bonus currently affecting my balance.

• Could you please advise if you have been informed about any alternative payment method to withdraw your winnings?

No alternative method has been offered.

Originally, I deposited using Skrill and Neteller, but these methods are no longer available for withdrawal. The platform only offers cryptocurrency withdrawals (USDT/USDC), while at the same time enforcing a closed-loop policy requiring withdrawals to be made via the original deposit method.

This creates a situation where compliance is not possible and effectively blocks access to my funds.

Please let me know if you need any supporting documentation. I can provide full records of my account, withdrawal attempts, and communications with the operator.

Thank you for your assistance.

Best regards,

[Redacted]

Dear AOAb,

Thank you for your reply.

Is there a possibility that the cancellation of the withdrawal might be related to exceeding the maximum daily withdrawal limit?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Attila,

Thank you for your reply.

Regarding the possibility of exceeding a daily withdrawal limit, I do not believe this is the case.

The withdrawal request (approximately USD 2,566) remained in "pending manual approval" status for over 15 days before being cancelled. If the issue were related to a daily limit, I would expect the request to be either partially processed or rejected immediately, rather than held for such an extended period.

Additionally, the cancellation reason provided by the operator explicitly referred to wagering/turnover requirements and closed-loop policy, not to any daily withdrawal limit.

I will now upload all relevant communication and supporting evidence, including:

• Withdrawal history showing repeated cancellations since November 2023

• Screenshot of the pending withdrawal (held for over a month)

• Email confirming the cancellation and the stated reason

• Previous communication with the operator

• Proof of earlier successful withdrawals (prior to November 2023)

Documents sent by email.

Please let me know if you need anything further.

Best regards,

[Redacted]

Dear AOAb,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Hello AOAb,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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.