BlueChip Casino - Multiple accounts issue and account closure.

I deposited ₹5000 on 17th December 2023. After that I started playing games. Then later on after that I requested a withdrawal of around 5200. After that I activated the bonus and started playing the game and then my account got logged out. Then I talked to customer support and they told that your account has been blocked. When I asked the reason from customer support, they told that you have more than one account. Your account has been blocked for this. But I told them that I have only one account. If there is any other account then give me proof. They blocked my account without giving any proof and confiscated my money. Please help 🙏

Dear ghanshyam925739,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Were your winnings accumulated with or without an active bonus?

Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account is verified on bluechip.io and no one in my family has registered on bluechip.io and I cannot speak about neighbors whether they have created an account on bluechip.io or not.

Thank you, ghanshyam925739, for your reply. We've noticed two additional complaints regarding the same issue, presented in a manner similar to yours. In total, we now have three complaints that share a striking resemblance. I'm curious if you can shed light on any connection between you and the other two players. From my perspective, it appears as though all three complaints may have been written by the same person.

https://casino.guru/bluechip-casino-multiple-accounts-issue-and-account

https://casino.guru/bluechip-casino-account-permanently-blocked-by-casino

https://casino.guru/bluechip-casino-player-s-winnings-have-been-confiscated

Thank you.

I can see but don't know what is this

Thank you very much, ghanshyam925739, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you ghanshyam925739 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BlueChip Casino for their help in resolving this complaint. We would like to ask if you could provide evidence of multiple accounts to my email. (peter.c@casino.guru)

Thank you!

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.

Dear ghanshyam925739,

Thank you for reaching out to us. We have thoroughly reviewed your account and gaming activity. Based on our investigation, your account was closed in accordance with sections 10.1 and 3.3 of our Terms and Conditions.

The decision was made due to a violation of Bonus T&C related to wagering requirements. Specifically, wagering an active bonus on Instant Games requires cashing out at a multiplier of x1.5 or higher. 

Casino Bonus Terms & Conditions:

While wagering an active bonus on Instant Games, the player should cash out (whether manually or using the Auto-Cashout feature) at multiplier x1.5 or higher. Otherwise, it shall be considered fraudulent behavior. In such a case, BlueChip reserves the right to void (confiscate) any or all the player's bonus amounts.

Additionally, our system detected that you have multiple duplicate accounts, a breach of our policy outlined in section 3.3 of the Terms and Conditions. As a result, your account was closed and sanctions as per section 3.3 were applied.

General Terms & Conditions:

3.3 Your account with the Website must be registered in your own and correct name. Only one account per person, per household / address, per phone number / email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

3.3.1 Each action performed using a Duplicate Account is considered void.

3.3.2 Any promotions that the Duplicate Account has participated in will be cancelled.

3.3.3 Any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company.

3.3.4 The duplicate account will be closed without an option to reopen it.

Dear Peter, thank you for bringing this matter to our attention. We have provided you with a detailed explanation of the reasons behind the account closure and confiscation of winnings via email. 

If you require any additional information or clarification, please let us know.

Best regards,

BlueChip Customer Care Manager

Thank you for the clarification BlueChip Casino representative, I have dispatched an email requesting additional information.

Dear ghanshyam925739, I ask for your patience during this time.

Thank you!

Dear Peter,

We have provided you with the necessary information via email.

Please let us know if any other information is needed.

Kind regards,

BlueChip Customer Care Manager

Thank you for providing the evidence BlueChip Casino representative.

ghanshyam925739, we were shown evidence of multiple accounts by the casino which leads us to believe the steps the casino has taken are justified. Please refrain from opening multiple accounts on our site as well in the future. Your complaint will now be rejected, thank you for your understanding.