HighFlyBet Casino - Вывод средств игрока заблокирован казино.

Dear Casino Guru Team,

I would like to file a complaint against Highflybet Casino.

I have a balance of €1,423.89 in my player account that I would like to withdraw. Unfortunately, the casino is blocking my withdrawal because they keep requesting documents that I objectively cannot provide.

I made my deposit on August 29, 2025, using my Exodus Wallet (a non-custodial crypto wallet). These wallets don't require a personal name or bank details, as the wallet is identified solely by a wallet address.

For verification purposes, I've already provided the casino with a selfie of my ID and the open wallet to clearly prove that the wallet belongs to me. However, the casino keeps requesting a "deposit confirmation" with the following information:

-Name of account holder

-Bank account or IBAN

-Transaction amount

-Recipient name

-Transaction ID

-Date of transaction

These requirements are impossible to meet because a local wallet like Exodus simply doesn't contain such data. Crypto transactions don't include a bank name, an IBAN, or a recipient's full name; only the transaction ID and wallet addresses.

I've repeatedly informed the casino that this information technically doesn't exist. However, my explanations are ignored and they continue to repeat the same list of impossible requirements. As a result, my withdrawal of €1,423.89 is blocked for no reason.

I therefore ask for your support so that the casino either accepts my existing documents or offers an alternative, realistic solution so that I can finally withdraw my balance.

Thank you for your help.

Best regards

Denzel

Sehr geehrtes Casino Guru Team,

ich möchte hiermit eine Beschwerde gegen Highflybet Casino einreichen.

Ich habe ein Guthaben von 1.423,89 € auf meinem Spielerkonto, das ich gerne auszahlen möchte. Leider wird meine Auszahlung vom Casino blockiert, da immer wieder Dokumente gefordert werden, die ich objektiv nicht bereitstellen kann.

Ich habe meine Einzahlung am 29.08.2025 mit meiner Exodus Wallet (eine Non-Custodial Kryptowallet) durchgeführt. Bei solchen Wallets gibt es keinen persönlichen Namen oder Bankdaten, da die Wallet ausschließlich über eine Wallet-Adresse identifiziert wird.

Zur Verifizierung habe ich dem Casino bereits ein Selfie mit meinem Personalausweis und der geöffneten Wallet zur Verfügung gestellt, um klar nachzuweisen, dass die Wallet mir gehört. Dennoch fordert das Casino immer wieder eine „Einzahlungsbestätigung" mit folgenden Angaben:

-Name des Kontoinhabers

-Bankkonto oder IBAN

-Transaktionssumme

-Empfängername

-Transaktions-ID

-Datum der Transaktion

Diese Anforderungen sind unmöglich zu erfüllen, da eine lokale Wallet wie Exodus solche Daten schlicht nicht enthält. Es gibt bei Kryptotransaktionen keinen Banknamen, keine IBAN und keinen Empfänger mit ausgeschriebenem Namen, sondern nur die Transaktions-ID und die Wallet-Adressen.

Ich habe das Casino mehrfach darauf hingewiesen, dass diese Informationen technisch nicht existieren. Meine Erklärungen werden jedoch ignoriert, und es wird weiterhin dieselbe Liste unmöglicher Anforderungen wiederholt. Dadurch wird meine Auszahlung in Höhe von 1.423,89 € grundlos blockiert.

Ich bitte daher um Ihre Unterstützung, damit das Casino entweder meine vorhandenen Nachweise akzeptiert oder eine alternative, realistische Lösung anbietet, sodass ich mein Guthaben endlich auszahlen lassen kann.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Denzel

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your deposit seems to be the only issue?
• Have you provided any other documents and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes, deposit verification is the only problem.

The proof of identity was accepted.

Best regards

Christian

Hallo Kristina,

ja, die Überprüfung der Einzahlung ist das einzige Problem.

Der Identitätsnachweis wurde akzeptiert.

Viele Grüße

Christian

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I forwarded eight emails. I initially wrote in German, then later in English. I wanted to rule out any misunderstandings due to language.

Best regards!

Hallo Kristina,

ich habe acht Email weitergeleitet. Zuerst habe ich noch in deutsch geschrieben, später dann in englisch. Ich wollte ausschließen das es Missverständnisse auf Grund der Sprache gibt.

Viele Grüße!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Barbora ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Denzel,

I am sorry to hear about your troubles. I am Barbora and I will be taking care of your complaint from now on.

I would also like to invite the HighFlyBet Casino representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents Denzel provided? Alternatively, can you give us some guidance on how to proceed?

Hello!

We would like to inform you that the verification process is still ongoing.

To proceed, we require proof of ownership for your cryptocurrency wallet/exchange account. This should be a full-size screenshot showing your personal information, including your name, account number, email address, and other relevant details.

In addition, please provide a high-quality screenshot of the entire page showing your deposit.

Please note that this is part of our standard procedure for verifying deposits made to the casino.

Thank you for your understanding. If you have any further questions, please let us know.

Best regards,

HighFlyBet Casino

Hello HighFlyBet Casino Team,

Thank you for your response and update.

We fully understand the importance of proper deposit verification and compliance with KYC procedures. However, as the player deposited via Exodus Wallet, a non-custodial cryptocurrency wallet, we would like to note that such wallets do not contain personal information like a name, email address, or account number.

Given this technical limitation, the player is unable to provide the specific document you are requesting.

Could you please let us know if your verification department can offer any alternative method that would allow the player to confirm ownership of their crypto wallet?

If needed, the player is willing to cooperate fully and provide any reasonable form of proof you might suggest, including additional screenshots or even a call, should that help move the process forward.

Thank you very much for your understanding and cooperation.

Best regards,

Barbora

Hello Barbora and Denzel,

As previously communicated, this document is required to proceed with the verification process. If the player is unable to upload the specified document, an exchange account statement along with a full-page screenshot of the proof of deposit - clearly showing all relevant details - may be submitted as an alternative in good quality.

Once the required documentation is received, we will move forward with the review of the case.

Thank you for your understanding.

Best regards,

HighFlyBet Casino

Hello HighFlyBet Casino Team,

Thank you for your cooperation.

Hello Denzel,

Could you please send a full-page screenshot of the transaction (proof of deposit) from your Exodus Wallet to the HighFlyBet Casino team?

Please make sure the screenshot shows all the details visible in the wallet - for example, the transaction amount, date, wallet addresses, and transaction ID. If possible, you can also include a screenshot of the same transaction on a blockchain explorer to confirm it.

Once you have sent these screenshots to the casino, please let us know here so we can follow up on the case.

Thank you very much for your cooperation.

Best regards,

Barbora

Hello Barbora,

I sent the two screenshots to the casino as requested.

Best regards

Denzel

Hallo Barbora,

ich habe die beiden Screenshots wie gewünscht an das Casino gesendet.

Viele Grüße

Denzel

Hello Denzel,

Thank you very much for your update and for sending the requested screenshots to the casino. We truly appreciate your cooperation.

Dear HighFlyBet Casino Team,

Could you please confirm whether you have received the player’s documents and update us on the current status of the verification process?

Thank you in advance for your response and cooperation.

Best regards,

Barbora

Hello Barbora,

Could you give me your email address, or could you send me an email I can reply to? I'd also like to send you the screenshots I sent to the casino.

Best regards

Denzel

Hallo Barbora,

könntest du mir deine Email-Adresse geben oder könntest du mir eine Email schreiben auf die ich antworten kann? Ich würde dir die Screenshots die ich an das Casino gesendet habe auch gerne zukommen lassen.

Viele Grüße

Denzel

Hello Denzel,

Thank you for your message. You can reach me at [email protected]. Please feel free to forward the screenshots you sent to the casino.

Best regards,

Barbora

Hello Denzel,

Thank you for the documents you have submitted. They are currently under review. However, as previously mentioned, we still require some additional information to complete the verification process.

To proceed, please provide a screenshot of your wallet interface that clearly displays the wallet address (public key) you have used for your transactions.

Once this has been received, we will be able to continue with your verification.

Thank you for your cooperation and understanding.

Best regards,

HighFlyBet Casino

Hello Barbora,

I sent the two screenshots to the casino as requested, and they were accepted.

I have now been asked to provide a recent bank statement (no more than 90 days old) from my bank account. I have already uploaded this as well.

Best regards

Denzel

Hallo Barbora,

ich habe die beiden Screenshots wie gewünscht an das Casino gesendet und sie wurden auch akzeptiert.

Jetzt wurde von mir ein aktueller Kontoauszug (nicht älter als 90Tage) von meinem Bankkonto angefordert. Auch diesen habe ich bereits hochgeladen.

Viele Grüße

Denzel

Hello Denzel,

Thank you for the update and for providing the requested documents.

We will wait for the casino to review the recently submitted bank statement and proceed with the verification.

We kindly ask the casino to inform us once the verification has progressed or if any further information is needed.

Kind regards,

Barbora

Hello Barbora,

Now the casino wants proof of a cryptocurrency purchase. My last cryptocurrency purchase was about 14 years ago. It was made through Fidor Bank. Unfortunately, I no longer have any receipts for it.

Best regards

Christian

Hallo Barbora,

jetzt möchte das Casino einen Beleg über einen Kryptokauf. Mein letzter Kryptokauf ist ca. 14 Jahre her. Er fand damals über die Fidor Bank statt. Darüber habe ich leider keine Belege mehr.

Mit freundlichen Grüßen

Christian

Hello Denzel,

Thank you very much for the update. I appreciate you letting me know.

I will follow up with the casino regarding this new request.

Dear HighFlyBet Casino Team,

Regarding the request for proof of crypto purchase, the player’s crypto purchase was made approximately 14 years ago, and no records are available anymore.

Could the casino please clarify how this information relates to verifying the current deposit made from the player's Exodus wallet?

The player has already provided all technically available evidence and has cooperated fully throughout the process by promptly submitting every document requested, including:

• Identity verification (approved)
• Wallet ownership (screenshots approved)
• Deposit transaction (approved)
• Bank statement (submitted)

At this stage, we kindly ask the casino to complete the verification based on the documents already provided, or clearly specify an alternative, realistic, and achievable form of proof that the player can actually provide.

Thank you for your cooperation. We look forward to your clarification.

Best regards,

Barbora

Hello Barbora and Denzel,

Thank you for your continued patience and understanding regarding this matter.

We are currently reviewing alternative documentation that Denzel may be able to provide in order for us to proceed with the verification process. We are actively working to identify a suitable solution and will promptly update you as soon as we have further information.

We sincerely regret any inconvenience this verification requirement may cause. Please be assured that these procedures are an essential part of our commitment to maintaining a secure, compliant, and fair gaming environment for all our players. Your cooperation is highly appreciated and helps us ensure the integrity of our platform.

Once again, thank you for your kind patience and understanding.

Best regards,

HighFlyBet Casino

Dear HighFlyBet Casino Team,

Thank you very much for your update and for your cooperation.

I appreciate the efforts you are making to review alternative documentation options for Denzel. Please keep us informed as soon as you have any further clarification or a proposed solution, so we can move forward with the verification process efficiently.

Best regards,

Barbora

Dear Denzel,

Thank you for your patience while we reviewed your case with our verification team.

Unfortunately, there are no alternative options available for the document we previously requested, as it is necessary to provide documentation showing how you funded your crypto wallet, which was subsequently used to make deposits. This is in regard to strong AML measures, which are listed at the bottom of the site. To proceed, we will need a document that confirms your cryptocurrency purchase. 

To proceed, we will need a document that confirms your cryptocurrency purchase. This could be, for example, a bank statement or payment confirmation showing a transfer to a cryptocurrency exchange or platform where the purchase was made.

We also kindly ask you to clarify the statement you provided earlier: "My last cryptocurrency purchase was about 14 years ago. It was made through Fidor Bank. Unfortunately, I no longer have any receipts for it." 

Please review your records and provide any available proof of the purchase or related transaction as soon as possible so that we can continue with the verification process.

Kind regards,  

HighFlyBet Casino

Dear HighFlyBet Casino Team,

Thank you for your latest update. I have also reached out to you via email. Once you have the chance to check it, I would appreciate your response so we can continue moving this case forward.

Dear Player,

Quick question regarding your crypto: when you purchased it 14 years ago, did you transfer it directly to your current Exodus wallet, or was it moved through other wallets/exchanges first?

This will help us understand the transaction path and clarify the verification process.

Hello Barbora,

I had a different wallet back then, then a wallet on my phone, and then I switched to Exodus.

Hallo Barbora,

ich hatte damals ein anderes Wallet, dann ein Wallet auf dem Handy und bin dann zu Exodus gewechselt.

Hello Denzel,

Thank you for your message and for providing these details. I really appreciate your cooperation

Dear HighFlyBet Casino Team,

How, in your view, is the player expected to provide documentation for a cryptocurrency purchase that is no longer available?

The player has already fully cooperated and submitted all technically possible documents. Please advise a realistic and achievable way to proceed. If such verification is not feasible, we kindly ask that the casino process the withdrawal based on the documentation already provided.

Thank you for your cooperation. We look forward to your prompt guidance so this matter can be resolved.

Hello Denzel,

To proceed with your case, we do not need information or documents about the old wallet from 14 years ago. We only require proof for the Exodus wallet that was used to make deposits to your gaming account.

Please provide one or more of the following for the Exodus wallet used for deposits:

• A screenshot or PDF statement from the platform/exchange from which you sent the funds, showing your details, the Exodus wallet address, and the date, amount, and transaction ID of the deposit(s).

Please ensure that all screenshots are clear and that all important details (addresses, dates, amounts, transaction IDs) are fully visible and not cropped or edited.

Once we receive these documents for the correct Exodus wallet, we will be able to review your case as quickly as possible.

Best regards,

HighFlyBet Casino

Hello HighFlyBet Casino Team,

I would like to point out once again that the player is using a non-custodial crypto wallet, which by design does not collect or store any personal user information. Because of this, it is technically impossible for the player to provide the documents you are requesting, such as a PDF or statement from an exchange showing personal details. Such data simply does not exist and therefore cannot be submitted.

Since your casino accepts cryptocurrency payments, it is reasonable to expect that your verification team is aware of the fundamental differences between custodial and non-custodial wallets and the limitations that come with them.

The player has fully cooperated and has already provided every document that can be provided for a non-custodial wallet. As long as the player has not violated any rules, we kindly ask that the verification process be completed based on the available and technically verifiable information.

Thank you for your understanding

Hello Denzel and Barbora,

To proceed with Denzel's case, we do not require any information or documents related to the old wallet; we only need proof for the Exodus wallet that was used to make deposits to your gaming account.

Please provide one or more of the following for the Exodus wallet used for deposits:

- A screenshot or PDF statement from the platform or exchange from which you sent the funds to your Exodus wallet that was then used for deposits to your casino account.

Please note that the casino is aware of the types of documents that can be provided by players, based on previous cases where other users successfully submitted the requested documentation. It is necessary to determine the origin of the funds directly used for the deposits in order to ensure they come from legitimate sources. This requirement is in line with strict AML (Anti-Money Laundering) regulations, which are mandatory and outlined at the bottom of our website.

The requested document verifying the source of the funds credited to the crypto wallet used for deposits is an essential part of the verification process. Until now, we have not received any supporting documentation showing the origin of these funds.

Thank you for your understanding and patience in this matter.

Best regards,

HighFlyBet Casino

Hello Denzel,

Thank you again for your cooperation so far.

To help move your case forward with HighFlyBet Casino, we would like to explore whether it’s possible to provide evidence of the deposits you made from your old wallets to your Exodus wallet. You mentioned previously that you had a different wallet before Exodus and a wallet on your phone.

Here’s what you can try:

1. Access your old wallet (the one you used before Exodus).
2. Locate the transaction(s) where funds were sent to your Exodus wallet. Each transaction should have a unique transaction ID (TXID) or hash.
3. Use a blockchain explorer such as https://www.blockchain.com/explorer. You can enter the wallet address or the transaction ID there to see the transaction details.
4. Take a clear screenshot of the transaction page, showing:

-The wallet address

-Transaction ID

-Amount sent

-Date

Once you have this screenshot, you can provide it to the casino as proof that the funds were transferred to your Exodus wallet, which was then used for deposits. This should fulfill the verification requirement without needing an exchange statement.

Please let us know if you’re able to do this, or if you encounter any difficulties accessing the old wallet. We’re here to guide you through the process.

Hello Barbora,

Unfortunately, I no longer have access to my old wallets. I have a new phone. That's also the reason why I moved my wallet to the new one.

However, I found a bank statement showing the purchase of my Bitcoins. At the time, I was still with the bank "Pay Center". It's the very first entry (April 18, 2013): €30.94. That corresponded to approximately 0.4 Bitcoins.

After that, as mentioned, different wallets and different coins.

I have the bank statement as an original PDF. I have only attached a redacted excerpt.

To summarize: I didn't specifically exchange money for Bitcoin to play at Highfly. I've owned Bitcoin for a very long time. I made the deposit at Highfly on August 29, 2025. Before that, there were 55 incoming payments and 66 outgoing payments in my wallet.

Best regards

Denzel

Hallo Barbora,

leider habe ich keinen Zugriff mehr auf meine alten Wallets. Ich habe ein neues Handy. Das ist auch der Grund warum ich mit dem Wallet umgezogen bin. 

Ich habe aber einen Kontoauszug über den kauf meiner Bitcoins gefunden. Ich war damals noch bei der Bank "Pay Center". Es handelt sich gleich um die erste Position (18.04.2013): 30,94€. Das entsprach ca. 0,4 Bitcoin.

Danach, wie gesagt, unterschiedliche Wallets und unterschiedliche Coins.

Ich besitze den Kontoauszug als original PDF. Beigefügt habe ich nur einen geschwärzten Ausschnitt.

Also noch mal zusammen gefasst: Ich habe nicht extra Geld in Bitcoin getauscht um bei Highfly zu spielen. Ich besitze Bitcoins schon sehr lange. Die Einzahlung bei Highfly habe ich am 29.08.2025 vorgenommen. Davor gab es in meiner Wallet 55 Zahlungseingänge und 66 Zahlungen.

Viele Grüße

Denzel

Hello HighFlyBet Casino Team,

The player has now provided a bank statement showing their original Bitcoin purchase (April 18, 2013) and explained the long-term ownership and transfers to their current Exodus wallet.

Could you please confirm whether this documentation is sufficient to complete the verification, or advise on any additional documents that can realistically be provided?

Thank you,

Hello Barbora and Denzel,

Thank you for your cooperation so far.

To complete the verification, we need a document or clear proof showing how the positive balance appeared in the crypto wallet that was used for deposits to your account at our casino. This is necessary so that we can confirm that the funds used for your deposits come from a legitimate source and are in line with standard AML (anti‑money laundering) requirements.

We do not need proof for any old wallets that are not connected to our casino. We only require documentation for the specific wallet you used to deposit into your gaming account.

For that wallet, please provide proof showing how it first received a positive balance. For example, this could be:

A transaction history or report from the wallet or exchange showing the first incoming transaction that created the positive balance.

A statement or report from a crypto exchange showing where the funds were sent from and to which wallet address.

Any other official document or detailed transaction view clearly showing where the funds in this wallet came from.

We understand that you may no longer have access to some of your previous wallets because they were on another phone. However, if the current wallet was also on the old phone, then there should be a way to see how the balance was created or transferred to the wallet you are now using. You can, for example, check in Exodus for the transaction where your current wallet received the positive balance and see from which source or address it came. If needed, you can then contact the support team of the exchange or service that sent the funds and request a document or statement from them.

Without proof of where the money used for your deposits at our casino comes from, we cannot complete the AML verification, and this step cannot be skipped, as it is a mandatory part of our security process for all players. There are several possible ways to obtain this information (from your wallet, crypto exchange, or service you used), and any clear, official proof showing the origin of the funds in the wallet used for deposits will be helpful.

Best regards,

HighFlyBet Casino

Dear HighFlyBet Casino Team,

Thank you for your detailed explanation.

At this stage, we would like to clarify the situation in a practical and concrete way.

The player has already provided all documents that were requested and that were available to them, including identity verification, wallet screenshots, transaction IDs, and additional explanations regarding the history of the funds.

To help us move the case forward, we kindly ask you to specify one exact example of a document or screenshot that the player can realistically obtain and upload from the wallet or service used, which would satisfy your request for proof showing how the wallet received its balance.

Please note that general references to "official documents," "statements," or "reports" are not sufficient unless the issuing source and the exact format of the document are clearly identified.

Once we have a clear and concrete description of what is required, we will be happy to relay this to the player so they can attempt to provide it.

Thank you for your cooperation. We look forward to your clarification.