Chips.gg Casino - Аккаунт игрока заблокирован.

Good afternoon, I will immediately clarify that the text is translated from Ukrainian.

I played in this casino for a long time (the wager is about 1KK dollars), I did not break the rules, I did not create several accounts. At the beginning of October I won about 5K BUSD in dice. The next day, I could not withdraw funds, as I was limited to 1K per day. I was withdrawing 1K for several days, and then my withdrawal was completely blocked. Support said to submit documents for verification and that this process would take up to 3 days. I sent all the necessary documents. After 3 days passed, my withdrawal was not unblocked, no one answered my questions, they did not tell me the reason for the blocking. On October 31, they wrote to me that they set a withdrawal limit of 5K, after which I will be blocked (correspondence in the attachment). The reason for the blocking and what is happening in general was not explained. I withdrew part of the funds, about 4K, the rest did not work out, since the Internet disappeared, I did not receive a response to the request to allow the withdrawal of all funds. In addition to funds, the casino has about 10K casino coins (chips) and about 60-80 roulette tickets left. Because of this, I am not able to indicate the exact disputed amount of funds. I repeat once again, I did not violate any rules, the casino unilaterally blocked me, this is unacceptable, no charges were brought against me. I hope for your help in solving this problem. Ready to provide the necessary information and answer additional questions.

Hello Stalkergs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Chips.gg Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Since when is your account blocked and when was the last time you received a payout from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was not verified at the time when I still had access to my account, I submitted all the minor documents, I did not receive a request for additional information from the casino. In the game, he used both his own funds and bonuses from the casino (rake back, bonuses for leveling up, winnings in promotions, etc.). I had level 111 in the casino, as you can see from the screenshot. I received the last payment on October 30, on the same day my account was blocked. I last communicated with the casino on October 30, I attached the content in the attachments. If there are any other questions, please ask, thanks for the prompt response.

Thank you Stalkergs for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I am waiting for a solution to my question. Thank you.

Hi Stalkergs,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Chips.gg Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

Good afternoon, unfortunately I do not know the reason for the blocking. I did not violate the rules, at the request of the casino to undergo verification, I immediately sent all the necessary documents, only the casino can explain why I was blocked, I did not receive any explanations.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Stalkergs,

I managed to get in touch with the casino representative, and we should hear from them soon. I will now extend the timer.

Kind regards,

Tomas

Hello Thomas,

From what I see the user didn't had any money left inside is account only Chips token that aren't tradable.

The user has account KYC has never been verified and is now deleted from the system since the ban of the account. The account has been terminated following the break of the ToS :

2.1.17. You have only one account with us and agree to not to open any more accounts with us;

We have shared IP on multiple date, Device and unique identifier that has been share between both account that's been now closed.

Dear Chips.gg Casino,

Can you please substantiate your decision with relevant evidence?

You can send it to my email address: tomas.k@casino.guru

Thank you in advance for providing the information.

Kind regards,

Tomas

Yes, absolutely. I'll sent you the log that we have and please keep those private has we value our internal system to flag abuser.

Thanks

Dear Chips.gg Casino,

Thank you. Please let me know once you send the log to my email address. I will keep everything private, obviously.

Best regards,

Tomas

Email sent

Dear Stalkergs,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Chips.gg Casino, for providing information and for your cooperation.

Best regards,

Tomas