Highroller Casino needs to provide me the evidence if the funds of $14000 have ever been sent to my account by providing me the document. She and her payment team confirmed 3 times that the payment had been sent correctly without any errors. Because of the error that happened at the beginning of December, I checked several times with the admin. I asked the casino admin why the funds of $12000 were not sent to my bank in the beginning and the admin said sorry. However, the funds did not get through for one week. If for some reason they come along and resolve this I will update my post. So, beware of playing on HighRoller.com as if you are asked for this, you won't be able to collect your winnings for a while. It took a few days of pestering employees on linkedIn, email, personal and work phone numbers, employees on social media etc, forums and reddit before they came around. 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