High Roller casino complaint

[spiker1977]

9 hours ago, Kiwirick said:

still not a reply back from them. The moon one at 12.29.55 is the one I first hit free games on from there daily free games it has nothing about being a p n g test or what ever I was just lucky I hit games on last spin.i was just on live chat again to ask them about it and they gave me the same awnser it has been aproved to be depoisted into my bank 

What did you get on moon p with 0.20$ stake to get 300x?

 

[Kiwirick]

2 minutes ago, spiker1977 said:

What did you get on moon p with 0.20$ stake to get 300x?

 

Free games with 20x multi maxed out,with 3 retriggers. I'd never played the game in my life this one was 5 pushes later

[spiker1977]

so you hit 2 bonuses in 10 spins GZ

[Kiwirick]

2 bounus in 6 spins auctally as the free games I got was at the end of my 10 spins and then this one 5 after. And been playing it lots now on other sites and have only hit it 6-7 times in hundreds of spins

[spiker1977]

You where not the only one getting those spins, the different is that all other who got the png test spins where 5€/$ worth and you hade 0.20$.

 

[Sandra-Rizk]

Hi @Kiwirick,

I’m Sandra the Casino Manager at Highroller, I’d just like to clear up the incident.

On the 11th you received two rewards, one your Xmas gift, and sometime later, due to a system issue, another reward tile called ‘PNG Test’. We’re sorry when these issues happen and we honestly strive to make sure they don’t.

In this instance, due to both receiving two items as well as the naming convention, I’m sure you realized something wasn’t right – the PNG Test was obviously worth a lot more than your calendar offer.

We’ve included the T&C’s below that cover these instances, which I know doesn’t help how you feel now. However, much like if a bank wrongly credits your account, they will remove the funds – and we will do the same.

I apologize for the mix up with our CS team – the conflicting messages have clearly made this incident worse. So as a gesture of goodwill I’ve refunded all your deposits and dropped a couple of bonuses into your account.

Thanks

Sandra

16 ERRORS OR OMISSIONS
16.1 A number of circumstances may arise where a bet or wager is accepted, or a payment is made, by us in error.
16.2 Neither we (including our directors, employees, partners or agents) nor our partners or suppliers shall be liable for any loss including (without limitation) loss of any Bonus Funds or Winnings that results from any error by us or an error by you. You will forfeit any Bonus Funds or Winnings that result from any such error. In such a scenario, the stake or wager will be refunded to Your Player Account.

[Kiwirick]

5 hours ago, Sandra-Highroller said:

Hi @Kiwirick,

I’m Sandra the Casino Manager at Highroller, I’d just like to clear up the incident.

On the 11th you received two rewards, one your Xmas gift, and sometime later, due to a system issue, another reward tile called ‘PNG Test’. We’re sorry when these issues happen and we honestly strive to make sure they don’t.

In this instance, due to both receiving two items as well as the naming convention, I’m sure you realized something wasn’t right – the PNG Test was obviously worth a lot more than your calendar offer.

We’ve included the T&C’s below that cover these instances, which I know doesn’t help how you feel now. However, much like if a bank wrongly credits your account, they will remove the funds – and we will do the same.

I apologize for the mix up with our CS team – the conflicting messages have clearly made this incident worse. So as a gesture of goodwill I’ve refunded all your deposits and dropped a couple of bonuses into your account.

Thanks

Sandra

16 ERRORS OR OMISSIONS
16.1 A number of circumstances may arise where a bet or wager is accepted, or a payment is made, by us in error.
16.2 Neither we (including our directors, employees, partners or agents) nor our partners or suppliers shall be liable for any loss including (without limitation) loss of any Bonus Funds or Winnings that results from any error by us or an error by you. You will forfeit any Bonus Funds or Winnings that result from any such error. In such a scenario, the stake or wager will be refunded to Your Player Account.

NO I didnt notice anything was up as my xmas gift was manually added as it was not there so when  the person on live chat added it 2 lots of spins were there.why would you let me play so long why would your payment team tell me my withdrawal was aproved and could expect payment 1-3 days. The way you guys have handled this is bullshit taking days to get back to me and even your live chat clowns were telling me after I received the email that they see nothing there end and I should be still getti g the payment. CHEERS FOR FUCKING UP MY XMAS HIGHROLLER

[OnlyASpin]

5 hours ago, Kiwirick said:

NO I didnt notice anything was up as my xmas gift was manually added as it was not there so when  the person on live chat added it 2 lots of spins were there.why would you let me play so long why would your payment team tell me my withdrawal was aproved and could expect payment 1-3 days. The way you guys have handled this is bullshit taking days to get back to me and even your live chat clowns were telling me after I received the email that they see nothing there end and I should be still getti g the payment. CHEERS FOR FUCKING UP MY XMAS HIGHROLLER

Did your initial winnings start from 10 free spins valued at 0.20 each? Show any logs you got and rewards recieved and at what value

[Play The Game]

21 hours ago, Andreas said:

Guys, please await an official answer from Highroller before drawing foregone conclusions - I am confident that we'll either see a positive result or more color on the situation. I have messaged a Highroller rep again not long ago.

How can it be forgone when the email clearly states that he has had his winnings revoked due to a bonus which was not meant for him.

They should not have gave it to him and therefore its there own fault.

What if it was more money ..just say 20k... and ricky went out and spent 10k of his life savings on a car (just saying) to only find out he aint getting a penny.

To win a decent amount and then have it taken away is a kick in the nuts and its very depressing, it can really put a downer on peoples lifes.

Cant wait for the repost of HighRoller.

[Kiwirick]

7 hours ago, OnlyASpin said:

Did your initial winnings start from 10 free spins valued at 0.20 each? Show any logs you got and rewards recieved and at what value

I think I had $1,20 in there and you can see 8n the post above the free games has won $60. That is the one they are saying was a png test. If  I had of clicked on rewards and it had test I wouldn't of clicked in it and played would you.The fact that I went to chat and told them my spins wernt there then they told me to try now and then these ones popped up with fat Santa I thort must be tommrow ones aswell (being just after after midnight when they click over). I had trouble at the very start when I signed up through CG and depoisted for match bounus it was not the full amount what they said and the only reason it go sorted was I messaged sandra.

[Kiwirick]

3 hours ago, Play The Game said:

How can it be forgone when the email clearly states that he has had his winnings revoked due to a bonus which was not meant for him.

They should not have gave it to him and therefore its there own fault.

What if it was more money ..just say 20k... and ricky went out and spent 10k of his life savings on a car (just saying) to only find out he aint getting a penny.

To win a decent amount and then have it taken away is a kick in the nuts and its very depressing, it can really put a downer on peoples lifes.

Cant wait for the repost of HighRoller.

That's what I'm gob smacked about I didnt do anything wrong and here I am.the one losing everything. They stalled verifying me and then finally confirmed that it will be in my bank withing 1-3 days I told the mrs and then had to tell her again that no I didnt.the whole way they have gone about it is bad just a shitty email not in person it was from the crew and didnt explain what had gone wrong because to me I have lost alot more than I have depoisted and this was a kick in the guts this time of the year. Even if they offered me a percentage for there fuckup I wouldn't be so wound up

[spiker1977]

On 13/12/2018 at 13:12, Kiwirick said:

min bet on moon princess

You told us that it was min bet on moon p aka 0.20€/$

but @Sandra-Highroller    writes this: the PNG Test was obviously worth a lot more than your calendar offer. 

And on a  other forums, they did get the same moon p 10 spins but with 5€/$ worth and png test.

So if you realy did get only 0,20x10 = 2€/$ worth of spins then you got a case to stand on.

But if its 5x10 = 50€/$ then it clearly a mistake from the casino.

My personal opinion is that if you make a mistake you pay and if casino make a mistake then they pay, but life is not fair and dont work that way.    

Here have highroller been som desent and give you something back, more then i got from skillonet!

2 time i got by mistake png test, last year 10x5€ and this year was 50x5€.

So if its too good to be true ... then

 

[Kiwirick]

15 minutes ago, spiker1977 said:

You told us that it was min bet on moon p aka 0.20€/$

but @Sandra-Highroller    writes this: the PNG Test was obviously worth a lot more than your calendar offer. 

And on a  other forums, they did get the same moon p 10 spins but with 5€/$ worth and png test.

So if you realy did get only 0,20x10 = 2€/$ worth of spins then you got a case to stand on.

But if its 5x10 = 50€/$ then it clearly a mistake from the casino.

My personal opinion is that if you make a mistake you pay and if casino make a mistake then they pay, but life is not fair and dont work that way.    

Here have highroller been som desent and give you something back, more then i got from skillonet!

2 time i got by mistake png test, last year 10x5€ and this year was 50x5€.

So if its too good to be true ... then

 

I dont get what you are saying why does it matter what bet size it was? it was the fact that i was talking to live chat and they said that it was good to go that my spins should show now and i thort sweet clicked on them. you have had them twice wouldn't you learn from the first time not to click on them?and what other fourms are you talking about can you please send the link i want to find out more about these png test. its the first ive herd about them why do they keep making this mistake surely if what you are saying is true they would have fixed them by now. and i think my calender was that day 1 spin at .10c thats what shes talking about.

[bdos]

Why should they casino players be punished for the mistakes of the casinos? They make enough money as it is already

[Kiwirick]

1 hour ago, bdos said:

Why should they casino players be punished for the mistakes of the casinos? They make enough money as it is already

I know, if this was leo vegas or another top name they would have had this sorted would paid the money if not offer another option.I think they casino grounds should take them of there list of casino to promote as thats how i found out about the casino and thats why i deposited they are prepaid to do nothing by the sounds of it ?

[Rexxor420]

On 13/12/2018 at 12:12, Kiwirick said:

min bet on moon princess

So you lied here right? I think what you've got here from Sandra is pretty good, because they could have given you nothing since the terms are on their side.

[Kiwirick]

I apologize for the mix up with our CS team – the conflicting messages have clearly made this incident worse. So as a gesture of goodwill I’ve refunded all your deposits and dropped a couple of bonuses into your account..

I got $40 and a 100%match bounus upto $100 and 10 free spins(which will turn into PNG test if i try to cashout )  not bad for 2 days of playing and wagering it over 10,000 times and getting it upto $4,000 what a joke 

 

22 hours ago, Sandra-Highroller said:

Hi @Kiwirick,

I’m Sandra the Casino Manager at Highroller, I’d just like to clear up the incident.

On the 11th you received two rewards, one your Xmas gift, and sometime later, due to a system issue, another reward tile called ‘PNG Test’. We’re sorry when these issues happen and we honestly strive to make sure they don’t.

In this instance, due to both receiving two items as well as the naming convention, I’m sure you realized something wasn’t right – the PNG Test was obviously worth a lot more than your calendar offer.

We’ve included the T&C’s below that cover these instances, which I know doesn’t help how you feel now. However, much like if a bank wrongly credits your account, they will remove the funds – and we will do the same.

I apologize for the mix up with our CS team – the conflicting messages have clearly made this incident worse. So as a gesture of goodwill I’ve refunded all your deposits and dropped a couple of bonuses into your account.

Thanks

Sandra

16 ERRORS OR OMISSIONS
16.1 A number of circumstances may arise where a bet or wager is accepted, or a payment is made, by us in error.
16.2 Neither we (including our directors, employees, partners or agents) nor our partners or suppliers shall be liable for any loss including (without limitation) loss of any Bonus Funds or Winnings that results from any error by us or an error by you. You will forfeit any Bonus Funds or Winnings that result from any such error. In such a scenario, the stake or wager will be refunded to Your Player Account.

 

[Kiwirick]

5 minutes ago, Rexxor420 said:

So you lied here right? I think what you've got here from Sandra is pretty good, because they could have given you nothing since the terms are on their side.

 

No i didn't lie thank you very much 

so you think $40 and 10 free spins is good from spending 2 days of gambling and spending some of the winnigs once i was told the money was approved and should be in my account withn 1-3 days. 

[Rexxor420]

5 minutes ago, Kiwirick said:

 

No i didn't lie thank you very much 

so you think $40 and 10 free spins is good from spending 2 days of gambling and spending some of the winnigs once i was told the money was approved and should be in my account withn 1-3 days. 

That is not the point.... you can't argue that you deserved the 5€ spins because the last 2 days you lost while gambling...

and yes indeed you lied here you said the spins were worth min bet while they were worth 5€/ spin.

Don't make a fool out of yourself you did get more than you actually deserve be happy with that..

[Kiwirick]

what are you on about?

the spins were were not worth 5euro for one i play in nzd and two the win would be alot more than $60 it would be in the hundreds if not thousands free spins with 2 re triggers and a 20x multiplayer 

so what are you on about the last 2 days i lost gambling? i was talking about the  $2500 confiscated from when i was told it is approved and be in my bank shortley.

Maybe lay off the 420 mr rexxor

 

 

4 minutes ago, Rexxor420 said:

That is not the point.... you can't argue that you deserved the 5€ spins because the last 2 days you lost while gambling...

and yes indeed you lied here you said the spins were worth min bet while they were worth 5€/ spin.

Don't make a fool out of yourself you did get more than you actually deserve be happy with that..

 

[the_68]

Please be kind to eachother in here. 

[OnlyASpin]

Did you start winning with just the free spins amount or other balance also?

[spiker1977]

You told us that it was min bet on moon p that is 0.20$, im asking @Sandra-Highroller what was the value on en the moon p png test spins?

First time i got the png test spins i lost a 50€ deposit becouse i took them(+2,3k withdraw), second time i got them i did not touch them becouse i learn that it just trouble.                                                                                                                                                   

I did go to the live chat and ask to remove those from me, and they told the same as probly highroller chat did, congrats and play them but i did not. There is a massive topic about it on casinomeister who did play them and did not get anything even lost they own money in it. 

Gl with gambling and happy xmas.                                                    

 

 

[Kiwirick]

4 hours ago, spiker1977 said:

You told us that it was min bet on moon p that is 0.20$, im asking @Sandra-Highroller what was the value on en the moon p png test spins?

First time i got the png test spins i lost a 50€ deposit becouse i took them(+2,3k withdraw), second time i got them i did not touch them becouse i learn that it just trouble.                                                                                                                                                   

I did go to the live chat and ask to remove those from me, and they told the same as probly highroller chat did, congrats and play them but i did not. There is a massive topic about it on casinomeister who did play them and did not get anything even lost they own money in it. 

Gl with gambling and happy xmas.                                                    

 

 

My min bet is 40c depends where you are in the world with currency isnt it. So does every e get these png test why havnt they fixed this shit by now the whole reason I got fucked up what ever it was due to my other spi s not being g there and when I asked chat to fix it next minute they were in my rewards 

[spiker1977]

Kiwirick 6

Started conversation: 6 hours ago

What are you trying to get out are you calling me a liar because you've done nothing but be a dixk on my thread how about you keep you shut remarks to yourself 

Hey kiwirick

I understand that you are upset. You ask for help from the forum, to try to help you we need to see the hole picture. We read your side of the story and highroller response to it. There are inconsistency in the value of the spin between what you are telling and what highrolller is telling us.

Like i told you once, if you think that the FS you got from highroller is in reasenable limit and you think you got a case to stand on. Go to askgamblers and casinomeister and make a ticket to fight your case.

Gl with you case.