Chipstars Casino - Учетная запись игрока закрыта.

Good afternoon, I played at this casino for a few days (Black Jack and sports) and managed to win a certain amount. Then I requested the withdrawal, the casino asked me for the documents for verification, I sent all the original documents and data requested. Then they asked for a notarized document, which I refused because I had already sent the original document, I thought it was suspicious to send a notarized document and that I could send the case to the police for investigation. After that I received an e-mail saying that my account had been closed and only with a certified copy of my ID could I change the verdict.

Boa tarde, joguei por uns dias nesse cassino ( joguei Black Jack e em esportes) consegui ganhar um certo valor. Então solicitei o saque, o cassino me pediu os documentos para a verificação, eu enviei todos os documentos originais e dados solicitados. Então pediram um documento autenticado, onde me neguei pois já havia mandado o documento original, achei suspeito enviar um documento autenticado e que poderia enviar o caso pra polícia para ter uma apuração. Após isso recebi um e-mail dizendo que minha conta foi encerrada e só com a cópia autenticada da minha identidade poderia mudar o veredito.

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Dear elifazgui,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC (Know Your Customer) verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and they might need some documents to be notarized.

• Have you accumulated your winnings with or without an active bonus?
• When was your account blocked?
• Could you please let me know which documents need to be notarized?
• Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean