Chipstars Casino - Учетная запись игрока была закрыта без решения проблемы.

I would like to describe my current case with Chipstars.bet and hope for a fair and timely solution.

Between June 24, 2026 and June 30, 2026, I lost a total of approximately €2,079 at Chipstars.bet. Due to the legal situation regarding online gambling for players from Austria, I subsequently claimed a refund of my losses from the casino.

Two days later, I deposited another €600 and subsequently won €2,000. I then requested a withdrawal of my balance and submitted the documents required by the casino for verification (KYC).

Shortly after that, I could no longer log into my account. My account was blocked.

On July 2, 2026, I received notification from the casino that my case had been forwarded to the legal department and that my account would remain blocked until the review was completed. Since then, I have not received any concrete statement from the legal department.

On July 15, 2026, I contacted the live chat again and explicitly requested a payout of my balance. I was informed that a large part of the team was currently on vacation and that the legal department's response could therefore be delayed by another 2-3 weeks.

I understand that an internal review can take time. However, my winnings of €2,000 are still with the casino, and I currently have no access to my account.

I therefore hope for the support of Casino Guru and wish for a timely resolution of the case. I am prepared to provide all necessary evidence and information.

My goal is a fair solution and the payout of my balance of €2,000.

In addition, my previously asserted claim for reimbursement of my earlier losses in the amount of €2,079 remains valid. In my view, this claim should be considered separately from the current payout of my credit balance.

Ich möchte meinen aktuellen Fall mit Chipstars.bet schildern und hoffe auf eine faire und zeitnahe Lösung.

Im Zeitraum vom 24.06.2026 bis 30.06.2026 habe ich bei Chipstars.bet insgesamt etwa 2.079 € verloren. Aufgrund der rechtlichen Situation von Online-Glücksspiel für Spieler aus Österreich habe ich anschließend die Rückerstattung meiner Verluste gegenüber dem Casino geltend gemacht.

Zwei Tage später habe ich erneut 600 € eingezahlt und anschließend einen Gewinn von 2.000 € erzielt.Ich habe daraufhin eine Auszahlung meines Guthabens beantragt und die vom Casino verlangten Unterlagen für die Verifizierung (KYC) eingereicht.

Kurz danach konnte ich mich nicht mehr in mein Konto einloggen. Mein Konto wurde gesperrt.

Am 02.07.2026 erhielt ich vom Casino die Mitteilung, dass mein Fall an die Rechtsabteilung weitergeleitet wurde und mein Konto bis zum Abschluss der Prüfung gesperrt bleibt.Seitdem habe ich keine konkrete Stellungnahme der Rechtsabteilung erhalten.

Ich habe am 15.07.2026 erneut den Livechat kontaktiert und ausdrücklich nach der Auszahlung meines Guthabens gefragt. Mir wurde mitgeteilt, dass ein großer Teil des Teams derzeit im Urlaub sei und sich die Stellungnahme der Rechtsabteilung deshalb um weitere 2–3 Wochen verzögern könne.

Ich habe Verständnis dafür, dass eine interne Prüfung Zeit benötigen kann. Allerdings befindet sich weiterhin mein Gewinn von 2.000 € beim Casino, und ich habe derzeit keinen Zugriff auf mein Konto.

Ich hoffe daher auf die Unterstützung von Casino Guru und wünsche mir eine zeitnahe Klärung des Falls. Ich bin bereit, alle erforderlichen Nachweise und Informationen zur Verfügung zu stellen.

Mein Ziel ist eine faire Lösung und die Auszahlung meines Guthabens von 2.000 €.

Zusätzlich besteht mein bereits zuvor geltend gemachter Anspruch auf Rückerstattung meiner früheren Verluste in Höhe von 2.079 €. Dieser Anspruch ist von der aktuellen Auszahlung meines Guthabens aus meiner Sicht getrennt zu betrachten.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Chipstars Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you very much for your feedback and for taking on my case.

My current outstanding withdrawable amount is €2,000. I won this amount after a deposit of €600 and subsequently requested a withdrawal.

Before requesting a withdrawal, I submitted all the KYC/verification documents requested by the casino. Shortly thereafter, my account was blocked. The casino informed me on July 2, 2026, that my case had been forwarded to the legal team.

My current outstanding payout amount is therefore €2,000.

Thank you for your support.

Best regards

[Redacted]

Hallo Attila,

vielen Dank für Ihre Rückmeldung und die Übernahme meines Falles.

Mein aktuell ausstehender abhebungsfähiger Betrag beträgt 2.000 €. Diesen Betrag habe ich nach einer Einzahlung von 600 € gewonnen und anschließend zur Auszahlung beantragt.

Vor der Auszahlung habe ich die vom Casino angeforderten KYC-/Verifizierungsunterlagen vollständig eingereicht. Kurz danach wurde mein Konto gesperrt. Das Casino teilte mir am 02.07.2026 mit, dass mein Fall an das Legal Team weitergeleitet wurde.

Mein derzeitiger offener Auszahlungsbetrag beträgt daher 2.000 €.

Vielen Dank für Ihre Unterstützung.

Beste Grüße

[Redacted]

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

I sent the documents by email.

Ich habe die Unterlagen per E-Mail gesendet.

Dear Casino Guru Team,

To protect personal data, as well as our internal processes, we have provided the relevant additional information directly to Attila via email rather than posting it publicly on the forum.

Thank you for your understanding.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear All,

My name is Michal, and I will be taking over this case from now on. Thank you for your responses so far.

Dear Niklas6850,

Could you kindly forward the complete email and live chat correspondence you had with the casino team to me at [email protected]? From my review, it appears that some information relevant to this situation may not have been shared with us yet.

Additionally, could you please confirm whether you have indicated to the casino your intention to potentially initiate chargebacks on your deposits? This information would help us gain a more complete understanding of the situation.

I appreciate your cooperation and look forward to your clarification, as well as any additional evidence you can provide.

Dear Michal,

Unfortunately, I only have the screenshot that Attila has already received from me.

I hope you can work with this information.

Best regards

Niklas

Lieber Michal,

leider habe ich nur die Screenshot, die Attila bereits von mir erhalten hat.

Ich hoffen, dass du mit diesen Informationen arbeiten kannst.

Liebe Grüße

Niklas

Dear Niklas6850,

Are you saying that you no longer have access to the emails you exchanged with the casino team? If so, could you please explain why you no longer have them? In most cases, emails remain available in the inbox or Sent folder for a considerable period of time, often for years, unless they have been actively deleted or the email account is no longer accessible.

Without access to the correspondence from your side, I may unfortunately be in a difficult position when assessing the matter independently. In particular, without the additional evidence and context from your side, I would have very limited grounds on which to challenge or question the information and evidence provided by the casino.

As of now, the casino's actions appear to have been significantly influenced by the circumstances and your communication with the casino team. Therefore, having access to the full correspondence from your side would be particularly important, as it could potentially provide additional context that may allow me to assess whether the casino's actions were justified.

Without such evidence from your side, however, I may ultimately have to rely on the information and evidence provided by the casino, which could make it difficult for me to reach a different conclusion or challenge the casino's position.

Additionally, since you have not responded to my question, I have to reiterate it. Could you please confirm whether you have indicated to the casino your intention to potentially initiate chargebacks on your deposits?

Hello

I don't think we'll achieve anything this way. I want the complaint deleted and my public review of the casino published. Perhaps then the casino will take notice and get back to me.

Thanks

Hallo

ich glaube, dass wir hier so nichts erreichen werden. Ich möchte, dass die Beschwerde gelöscht wird und meine öffentliche Bewertung für das Casino veröffentlicht wird. Vielleicht wird das Casino dann darauf aufmerksam und meldet sich wieder bei mir.

Danke

I've been writing back and forth with you for three weeks now, and absolutely nothing has happened. As I said, I've been waiting for a response from the casino since July 2nd, 2026. In the live chat, I keep getting the same fobbed-off answer.

Ich habe hier mit euch jetzt 3 Wochen hin und her geschrieben und es hat sich in der Zeit überhaupt nichts getan. Wie gesagt warte ich seit 02.07.2026 auf eine Stellungnahme durch das Casino. Im Live-Chat werde ich immer mit derselben Antwort vertröstet.

Dear Niklas6850,

Thank you for your response.

I understand your frustration with the length of the process and with the casino's handling of your case. However, I also need to be transparent about the limitations of our mediation process based on your cooperation.

During the investigation, the casino provided information indicating that its actions were significantly influenced by circumstances surrounding your communication with the casino team and events preceding the account restriction. In order to independently assess whether the casino's actions were justified, I requested additional information from your side, including the relevant correspondence and clarification regarding a specific question that could have a material impact on the case.

Unfortunately, you were unable to provide the requested correspondence and chose not to address the question regarding whether you had indicated an intention to initiate chargebacks against your deposits. This information is highly relevant to the circumstances of the dispute. As an independent mediator, I must assess cases based on the available evidence from both parties. When one side does not provide sufficient information or declines to clarify key aspects of the case, my ability to challenge the opposing party's position becomes severely limited.

As I indicated previously, we expect both players and casinos to cooperate fully and provide complete, transparent, and truthful information throughout the complaint process. Based on the evidence currently available to me, I do not find sufficient grounds to conclude that the casino acted unreasonably or in contradiction to the usual industry standards.

Since you have also requested that we discontinue our involvement in this matter, I will proceed with closing the complaint as Rejected.

Please understand that this outcome does not constitute a legal determination regarding your claims. It simply means that, based on the evidence available and the level of cooperation received from you during the investigation, we are unable to align with your perspective.

You remain free to pursue the matter through any other channels you consider appropriate if you still feel your position is justified. I would be interested to know how this case concluded, so kindly let me know at [email protected].

Should you encounter issues with this or any other casino in the future and will be willing to fully cooperate with the investigation process, we will be happy to assist in the scope of our role as an independent dispute mediator.

Kind regards,

Michal

Casino Guru