Hi,

I have been dealing with customer support and finance department regarding the payment as I have not received the payment yet.

I have been verified and all the supporting documents have been received by the finance department.

I made a request on January 20,2023 and as of today I did not receive the wire transfer ' Funds'.

I reached out to them and they kept saying the funds should reach your account anytime but unfortunately nothing yet.

Please advise.

Thanks

Hello elhaddadel,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for your reply.

I have been fully verified on January 20,2023. Email confirmation by Kyle from Finance.

The money was generated from a welcome bonus , I deposited 40.00$ and was able to meet the wagering requirement. Max Cashout: x35

Last communication it was of February 09, 2023 , It was a follow up then Kyle from the Finance office responded on the February 13th , 2023 stating the funds should reach your account anytime. but unfortunately nothing happens.

Thanks

Thank you elhaddadel for all the information provided so far. I will now forward your complaint to my colleague Veronika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear elhaddadel,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Highway Casino to join the conversation and aid in the resolution of this complaint.

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.

Sounds good!

Thanks

Thank you for your feedback. I’ve been informed that the respective team reviewed your account and informed me that they had contacted you via email in regard to your missing cashout, but, unfortunately, didn't receive a reply. They have also informed me, that they just sent you a follow-up email asking to provide an alternative payment method and assured me they'd do everything possible to make sure the cashout reaches you in no time.

Please kindly let me know if you need any further heads-up

Dear elhaddadel, could you please respond to the e-mails sent to you by the casino, so that your case would be solved? Thank you.

Hi,

Thanks for your reply as I was planning to submit another complaint on a different website.

Kyle, I received your email earlier today and replied with a copy of my bank statement with all the banking details. Same as before all banking info remains the same.

Not sure if this is the first time doing a wire transfer but all the banking details have been supplied, are you saying the bank statement is not accurate.

Dear Highway Casino Representative, please let us know about the updates in the case. Thank you.

We negotiated with the user the needed docs, and now are waiting for them to confirm the new bank account

Hi,

Kyle sent me an email this morning requesting another bank account and a statement. Not sure why they can't do a wire transfer for a well known bank in Canada, given the fact that I have had incoming wires from other merchants using the same bank account. No issues at all.

Anyways, now we are dealing with a totally different bank name and account number as requested , all banking documents have been sent by email this morning along with a copy of the bank statement (banking details).

Hi,

I have received the funds today, I win 900$ and received a total of 225 CAD

could you please clarify how did you arrive to this amount 225$ , I deposited 40$ and as a welcome bonus with a maximum cash out X 35

Dear Highway Casino representative, can you please clarify the amount paid out to the player?

Thank you for your feedback. I’ve been informed that the respective team reviewed your gaming history and it appeared that the withdrawal amount had been adjusted in accordance with a maximum cashout of the Free Spins Bonus. They have pointed out that if the bonus comes with a maximum cashout, it applies to the whole balance until it drops below $1 or the winnings are withdrawn.

However, they also informed me that they decided to make an exception for you, and send the rest of the cashout to your bank account. My colleagues just sent you a follow-up email with further payment details.

Please kindly let me know if you need any further heads-up.

Hi,

I am still not convinced with your clarification about the free spins, and I would like see some screenshots as I don’t remember winning anything good from the free spins as you mentioned above.

The money was generated from a slot 777

I will let you know once the funds have reached my bank.

Thanks

Hi,

I received the fund today, total amount 610$ CAD .

Thank you all for your support as the problem was solved and we can go ahead and close the complaint.

Thanks again!

Dear elhaddadel,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Veronika

www.kpvfaw.com