BlueChip Casino - Player faces difficulties completing KYC process.

Hello! i am having trouble completing the kyc for bluechip casino to withdraw my money. i keep getting asked for new documents after providing the last ones asked.

I have never had such trouble completing kyc in any casino and ive played in alot of casinos from different licenses and understand the importance of kyc but in this casino it has been made unneccessarily hard and painful for the customer.

the latest document is where the problem comes. bluechip casino asked me to provide pdf bank statement for this month with name and the transaction to their casino shown. i can only get bank statements with name and address shown after every month so i would be able to get the pdf for this month in the start of april.

What i was able to provide them regarding the pdf bank statement was last months pdf bank statement with name and address shown plus this months pdf bank statement but it doesnt have name and address since the one with name and address comes after every month. i am more than happy to attach files needed to better help understand the situation.

i feel like the documents that i have should be enough to complete the kyc and it has been in every other casino that ive played but instead im recommended to wait until april to get the full pdf bank statement.

thanks for your help in advance.

Dear samiboi87,

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

Please understand that KYC 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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela and thanks for the quick response!

Yes as far as i understand verifying the payment method is the only problem here. i did complete the kyc on their website which was all green but after that i got asked for the bank statement in pdf.

this is what im asked for.

"I kindly ask you to provide us with a bank statement for March where we can see deposit of 10 EUR in PDF file from your bank account, where your name and bank account number are visible"

i have sent them proof of id and proof of address already

today i sent them pdf bank statement from last month which shows my name, address and bank iban number and a bank statement from this month which doesnt have my name and address since it will only become available after this month but it has the deposit to the casino shown. i feel like from these two they should be able to verify the account. i also sent them a picture of the deposit receipt from my bank.

i was also not able to get any help from the chat operators from the website. it felt like i was talking to robots i only get what i felt like was copy pasted text. they told me in the chat though that i should wait till the beginning of the next month to be able to provide the full bank statement of this month which of course is possible but i think from the two statements i provided it should be plenty enough information to complete the kyc.

Thanks for helping me with this matter.

Thank you very much, samiboi87, 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 samiboi87 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 know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Thanks for helping me with this case Peter.

Is there a email i can contact you or can i upload files safely to here? i would like to provide the information i provided to bluechip casino regarding the pdf bank file so it would give you better picture of the case.

You can send any additional evidence to my email. (peter.c@casino.guru)

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.

Update on the complaint

i have now received the full bank statement for march and have sent it to the casino and its still being rejected. i contacted their chat they are looking for this matter and will contact me via email but the hopes are not high since last times they contacted me via email they just tell me again to provide the statement with name iban and deposit to the casino shown previous times.

the bank statement i provided has all neccessary information and there is simply no reason to reject it.

i will also send the bank statement to you via email Peter so you can have a look aswell

After going back and forth few times on customer support i have now received email that my withdrawal is on the way. keep this open i will update as soon as i have received the withdrawal 🙂

Thank you very much for the update.

Dear samiboi87, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello! i am glad to inform that i have received my withdrawal and the case can be succesfully closed 🙂

big thanks for your assistance casinoguru and thanks to bluechip casino for paying out!

Dear samiboi87,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter