Highroller Casino - Процес підтвердження гравця затримується.

First day I send them my 3 days bank statement then I send them full month bank statement for address and payment verification all time they rejected it. That was my official jupiter federal Bank statement,I downloaded it from my bank app name jupiter but they always told to me for give official bank statement( they told that where is stamp and signature please told them in online statement there is no stamp and signature).I think they don't know how bank statement looks like or didn't wants to do players account verification.

Hello chetanalayek843,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Highroller Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Since 28 or 29 December I started kyc verification. I gave them my addhar card (front and back). selfie with addhar card, Bank account statement (2 times first 4days and second was full month in pdf). But every time they told me to provide official bank account statement but I gave them my official bank account statement that is jupiter federal bank statement.They told me that in the statement where is signature and stamp but in online statement there is no signature and stamp. I think you know that.

I spoke to them many times and last was yesterday.

Hello chetanalayek843,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Additionally, can you clarify if there's been any update regarding the verification?

Looking forward to hearing from you.

Regards,

Nick

Dear chetanalayek843,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.