HighStakes Casino - Das Guthaben des Spielers ist verschwunden.

Good day,

I will try to briefly describe my problem with the Higstakes.com poker room. My account is fully verified, I also made a withdrawal from my account via Skrill without any problems. Everything worked as it should until this morning when I logged into my account and wanted to play a cash game on the Happy Hours table Powered by Luxon Low 1 with a blind of 0.50 / 1. When trying to transfer money to the table, I first gave an error message external money service reply pay out and then inffucient funds, and it is clear on the screenshote that I have money in my account in the amount of 611.21. I contacted support via support@highstakes.com, where I was told that this was my connection problem and not a software error. I waited okay for a few minutes and suddenly my entire balance of 611.21 disappeared from the account without playing one poker hand on the table, and what's more, this amount is listed as lost in the account history. I contacted support again, but I was only told in a strict form that technical support was looking at it and I had to be patient, and since then the game room has stopped responding to me and responding to emails. I asked for proof of the amount lost in the form of a screenshot from the game, where I allegedly lost the amount (of course this is unrealistic as I mentioned, I did not play any game on the table).

Therefore, I ask for your assistance and help with the problem, I have not really encountered anything like this in my life and I do not know how to proceed, the game room can still look at the history of games on the table and must see that there was an error in the system and it would give me the amount return to account. I enclose all screenshots and communication with support in the attachments.

Thank you in advance for your time and help

Dobrý deň,

pokúsim sa v krátkosti opísať môj problém s pokrovou herňou Higstakes.com. Môj účet je plne overený, bez problémov som absolvoval aj výber z účtu cez Skrill. Všetko fugnovalo ako malo až do dnešného rána keď som sa prihlásil do svojho účtu a chcel hrať cash game na stole Happy Hours Powered by Luxon Low 1 s blindom 0.50/1. Pri snahe preniesť peniaze na stôl mi vypísalo najskôr chybovú hlášku external money service reply pay out a potom inffucient funds pričom na screenshote je jasne viditelné, že peniaze na účte mám vo výške 611.21. Kontaktoval som support cez mail support@highstakes.com, kde mi bolo odpísane, že ide o nejaký môj problem s pripojením a nie chyba softwaru. V poriadku počkal som pár minút a zrazu celý môj balance v danej výške 611.21 zmizol z účtu bez toho aby som odohral jednu pokrovú ruku na stole a čo viac v historii účtu je táto suma uvedená ako prehratá. Kontaktoval som opäť support ale bolo mi odpísané iba v strohej forme, že technical support sa na to pozerá a mám byť trpezlivý a odvtedy sa mi herňa prestala ozývať a reagovať na maily. Žiadal som a o dôkaz prehranej sumy vo forme screenshotu z hry, kde som danú sumu údajne prehral (samozréjme to je nereálne ako som som spomínal, žiadnu hru som na danom stole neodohral).

Prosím preto o Vašu asistenciu a pomoc pri danom probléme, popravde v živote som sa s niečim podobným nestretol a neviem ako postupovať ďalej, herňa si predsa vie pozrieť historiu hier na danom stole a musí vidieť že došlo k chybe v systéme a mala by mi čiastku vrátiť na účet. Všetky screenshoty a komunikáciu so supportom prikladám v prílohách.

Ďakujem vopred za Váš čas a pomoc

Hello marekfarbiak,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise if you accumulated your funds with or without an active bonus?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear marekfarbiak,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.