HighStakes Casino - Povlačenje igrača je odloženo i pristup nalogu je blokiran.

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