Frequently Asked Questions

Withdrawals are usually instant, but may take up to 24 hours to be processed on our side. Once approved, depending on your bank policy, the funds will be credited in your account within 5 business days.

Please allow up to 10 minutes for the transaction to be processed. 

If more than 10 minutes have passed and you have been charged, but the funds are missing, please send a proof of the payment to support@thehighroller.com for us to review further and update you as quickly as possible.

There could be a few reasons for this:
- You have not entered your First and Last name in the ‘Beneficiary’ field;
- Withdrawing to an account under the name of another person
- An excessive amount of payment methods added in your account
- Limits imposed by your bank

There could be a few reasons for this:
- You have not entered your First and Last name in the ‘Beneficiary’ field;
- Your card could have expired;
- Insufficient funds;
- You have not entered your card details correctly;
- Your issuing bank requests specific transaction approval;
- You don't have a 3D security code;
- Оur security system has detected a possible link between multiple accounts.

The weekly cashback is credited every Friday at 18:00 UTC. The amount is equal to 10% of your net losses for the period from Friday 00:00 UTC to next Thursday 23:59 UTC and is credited in withdrawable cash.

Once a withdrawal request has been submitted, it cannot be changed. However, cancellation is possible based on the processing status, visible in the Transactions tab within the Cashier. If the withdrawal can be cancelled, you will find the 'Cancel' button in that section.

You can view your transaction, casino, and sports betting history by navigating to the Activity tab under Settings. You can access Settings in the drop-down menu by clicking your profile icon on the top right.

You can also check your transaction history in the Transactions tab in the wallet.

The minimum deposit amount is 20 EUR and the minimum withdrawal amount is 25 EUR.

As a licensed gaming operator, we are required to verify the personal data you provide. This verification process is essential for protecting all of our players from potential identity theft and ensuring the efficiency of financial transactions. 

We perform periodic, random checks on accounts in the interest of your security.

The verification process is automated and it usually takes a few minutes up to an hour.

• For identity proof, we would need front and back photos of a valid government issued ID, Drivers License or Passport, and a selfie of yourself holding your document of choice.
• When it comes to address proof, we can accept a bank statement or utility bill, issued to you in the past 90 days, in PDF, or as a photo of a physical copy.

All submitted documents should have all four corners visible, and no information should be covered.
Please refer to the below infographics to successfully submit your verification when needed.

Please ensure that you follow the instructions displayed on your screen. If you encounter any issues where the system does not accept the documents despite following the instructions, please contact our support team for assistance.

Should you need to change your personal information, please come into contact with our support. One of our support agents will help you to update your personal information. 

We collect your personal data to safeguard against misuse and unauthorised activities. Your personal information will be treated with utmost confidentiality and will not be disclosed to any third party, except when mandated by law. By entering your date of birth, you confirm that you are 18 years of age or older. Providing accurate personal details in your account ensures that you can receive winnings from the games you play.