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Hi hellohowareyou - welcome to ThePOGG.com!

Can you please copy and paste the full response you received from the operator about this matter?

Thanks,

ThePOGG

May 12, 2023, 8:05 PM EDT

Hi [EDIT],

When checking your account, we noticed you had broken our terms and conditions, specifically the bonus abuse:

You are allowed to register one (1) User Account, including any Inactive Accounts you may have, on the Platform. Should you attempt to open more than one (1) User Account, all open User Accounts in your name will be immediately suspended or closed.

Suspected Fraud and/or Abuse will result in your User Account closure and your winnings will be removed, solely at the discretion of H5C. H5C reserves the right to cancel any bonuses and may remove any winnings or Virtual Currency from your User Account if there is suspicion of fraud or abuse. Fraud or abuse includes, but is not limited to:

• Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no playing requirements;

• Leaving large sums of Virtual Currency on the table and returning to the game after bonus play has been completed;

• Playing games with bonus Virtual Currency to build up in-game value, lose the bonus Virtual Currency, and then redeem the built-up value if in Sweeps Play;

• Using strategies that take advantage of any software bug or failure.

You can see the above terms in our terms and conditions section which is in the footer of the site. Considering the severe abuse confirmed, we have permanently closed your account with no option to reinstate it, all funds in the account will be retained and confiscated.

We wish you all the best in your future endeavors, please do not attempt to open any other account on our site.

Regards,

[EDIT]

That's what they told me the first time and the second time this is what they told me

May 25, 2023, 12:44 PM EDT

Dear [EDIT],

Thank you for your patience.

Due to your very strong stance, we have decided to re-review your case.

Our investigation has given us the following conclusions:

35 accounts in total,

One account with verified identity, attempt to verify with the same ID details for another account.

Both - multiple accounts abuse and multiple KYC verification attempts are in direct breach of our Terms and Conditions, specifically:

You are allowed to register one (1) User Account, including any Inactive Accounts you may have, on the Platform. Should you attempt to open more than one (1) User Account, all open User Accounts in your name will be immediately suspended or closed.

Suspected Fraud and/or Abuse will result in your User Account closure and your winnings will be removed, solely at the discretion of H5C. H5C reserves the right to cancel any bonuses and may remove any winnings or Virtual Currency from your User Account if there is suspicion of fraud or abuse. Fraud or abuse includes, but is not limited to:

• Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no playing requirements;

• Leaving large sums of Virtual Currency on the table and returning to the game after bonus play has been completed;

• Playing games with bonus Virtual Currency to build up in-game value, lose the bonus Virtual Currency, and then redeem the built-up value if in Sweeps Play;

• Using strategies that take advantage of any software bug or failure.

You can see the above terms in our terms and conditions section which is in the footer of the site.

We are sustaining our decision and consider it final.

We wish you all the best in your future endeavors, please do not attempt to open any other account on our site.

Regards,

Fraud and Risk Team

I only had and have my one account that it's weird because they still send me emails for my account even though they shut it down. Like I got an email saying I had free spins, and that my account is about to be dormant and any sweeps coins I have will be gone if I dont login soon. So I tried to login and it logged me in but wouldn't allow sweeps play and I still received another email after that as if i didnt login. I dont understand if they shut down my account supposedly for violating their "terms" how is it that im getting emails about having free spins and im gonna lose all my sweeps coins if i dont login for 60 days. They just made that up that bs about me violating their terms. I continously emailed them for days, weeks before I finally got the answers I previously posted.

[EDIT] (High 5 Casino)

May 13, 2023, 8:21 PM EDT

Dear High 5'er,
 
As your packages were credited and consumed, we won't be refunding you.
 
One Sweep Play account is in our Terms and Conditions.
 
SINGLE ACCOUNT: You are allowed to register one (1) User Account, including any Inactive Accounts you may have, on the Platform. Should you attempt to open more than one (1) User Account, all open User Accounts in your name will be immediately suspended or closed. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons, and/or third parties operating on your behalf. You must notify H5C if you believe you have more than one User Account, whether they are all active or not.
 
Best regards.
[EDIT]

May 12, 2023, 10:27 PM EDT

I want a refund for all my money I spent on gold coins and sweep coins on your website. My account and address have both been verified. I was even able to cash out $140 a few days ago but after I spent about $100 on your website and then won and tried to cash out $700 you decided my account was violating the terms. That's false. I haven't violated any terms. If I did I would've never been able to cash out thr $140.

only have one account that yes I verified my identity. So why was I able to cashout $140 but when I won the $700 and tried to cash out is when you guys decided I was violating your terms???
Show quoted text

____________________
[EDIT] (High5Casino)

May 29, 2023, 10:34 AM EDT

Dear [EDIT],
 
We cannot comment how our security systems work for privacy and security reasons. 
 
We have highlighted below the reasons for our decision to close your account and take this action. 

 
We wish you all the best in your future endeavors, please do not attempt to open any other account on our site.
 
Regards,

[EDIT]

Today is the 3rd day. And for some reason I haven't been able to login to my account, and I have a pending $700 cash withdrawl
Show quoted text

____________________
[EDIT] (High5Casino)

May 12, 2023, 8:05 PM EDT

Hi [EDIT],
 
When checking your account, we noticed you had broken our terms and conditions, specifically the bonus abuse:
 
You are allowed to register one (1) User Account, including any Inactive Accounts you may have, on the Platform. Should you attempt to open more than one (1) User Account, all open User Accounts in your name will be immediately suspended or closed.
 
Suspected Fraud and/or Abuse will result in your User Account closure and your winnings will be removed, solely at the discretion of H5C. H5C reserves the right to cancel any bonuses and may remove any winnings or Virtual Currency from your User Account if there is suspicion of fraud or abuse. Fraud or abuse includes, but is not limited to:
 
•    Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no playing requirements;
 
•    Leaving large sums of Virtual Currency on the table and returning to the game after bonus play has been completed;
 
•    Playing games with bonus Virtual Currency to build up in-game value, lose the bonus Virtual Currency, and then redeem the built-up value if in Sweeps Play;
 
•    Using strategies that take advantage of any software bug or failure.
 
You can see the above terms in our terms and conditions section which is in the footer of the site. Considering the severe abuse confirmed, we have permanently closed your account with no option to reinstate it, all funds in the account will be retained and confiscated.
 
We wish you all the best in your future endeavors, please do not attempt to open any other account on our site.
 
Regards,
[EDIT]

May 12, 2023, 6:59 PM EDT

Today is the 3rd day. And for some reason I haven't been able to login to my account, and I have a pending $700 cash withdrawl

Hi hellohowareyou,

Have you opened more than one account either in your own name or using other people's names?

Thanks,

ThePOGG

Hi hellohowareyou,

I'm following-up on the above?

Thanks,

ThePOGG

No, I only had my one account that was verified and that I cashed out $140 days prior to me winning the $700 and trying to cashout

Hi hellowhowareyou,

A previous withdrawal doesn't prove anything. In the first instance, this is a smaller withdrawal it would not necessarily be subject to the same scrutiny and secondly the operator missing a breach of terms on previous withdrawals would not change their rights when the breach was later spotted.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Thank you. I didn't so any breach and I was unaware of them being negatively listed and I've found out for myself that they are non cooperative. Thank you very much, whatever happened I appreciate the help.

Hi hellohowareyou,

The operator will be reaching out to your to fain your permission for them to share information about you with this service.

Please inform us when you have provided the required permission.

Thanks,

ThePOGG

They have not reached out to me yet. When and I'd they do I will let you know.

Date – 27/08/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi hellohowareyou,

The operator has emailed you again, from legal@high5casino.com on the 30th of August. We were CC'd in on this email, so can confirm that it has been sent to your address.

Please provide the permissions requested by the operator.

Thanks,

ThePOGG

Okay I have gave permission. Thank you very much

Date – 10/09/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

High5 casino has provided sufficient evidence to demonstrate that this player has opened multiple accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

High5 has provided sufficient evidence to demonstrate that this player has opened multiple accounts.

I cashed out $140 and high5 approved it on May 8,2023 and then a few days later on May 12,2023 I won $700 and cashedout but had to wait for approval and then I tried to login to my account the next day and I couldn't so I emailed the casino and they told me my account was closed for violating the terms. If I violated the terms why would they have approved the $140 cashout a few days prior. They are trying to scam me. I won that money fair and square.I haven't violated any terms and they never informed me about closing my account or anything.

High5 Casino - account closed

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