BlueChip Casino - Player from Finland experiences an extended delay in account verification.

On Saturday, November 18, 2023, I won €4800 from this particular casino, and since then, I have been trying to send them all the necessary documents to get my game account verified. The same documents that are accepted at all other casinos. However, at this casino, they have accepted all but the payment method. I have sent my most recent bank statement in PDF format and taken a screenshot of the most recent deposit made to them from my bank account with all the necessary details, but it was not accepted. They told me they do not accept screenshots, and my bank statement was rejected because it does not show deposits to their casino. The bank statement showing deposits to their casino would only come the following month! So, they are asking for a document that cannot even exist yet! Today they asked me to take a screenshot of the payment from my Skrill account, showing not only the deposit but also my name and email. But I don't have a Skrill account, the payment was made via Rapid transfer which uses Skrill service. I took a screenshot of the successful deposit email sent by Skrill, which shows all the requested details, but that was also rejected. NOTHING is acceptable, and they keep asking for new documents again and again... I've ended up playing my winnings down since it feels like they would never let me withdraw such a large sum. Now I'm trying to withdraw the remaining €3300. They have a daily withdrawal limit of €2500, so that €2500 withdrawal has been pending account approval for over a week. How can you give such a high security rating to a casino that tries its utmost to avoid paying customer winnings by blocking account approval?!? And from what I've read now about other people's experiences with the same casino, getting money out has been difficult for many others as well. They only ask for documents one after another and nothing is accepted!

Dear Miia331, 

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. 

Could you please advise if all the other documents besides the bank statement were accepted?

Have you received any recommendation from the casino about the format of your identity documents that would be acceptable to them?

When exactly did you send the last document for verification to the casino?

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, 

Veronika

Hey,

Thank you for helping me with this unfortunate situation.

I do understand the importance of kyc, I have played in other casinos and I always send the documents when requested. So, in this case too, I downloaded all the requested documents on 20.11 and they were accepted except for the payment method. In other words, the identity document and proof of address were accepted at the beginning, but the document about the payment method has been the problem.

I have sent the latest bank statement in PDF format and taken a screenshot of the deposit I made to them from my bank account and these documents have been sufficient for all the other casinos I have played in, but not enough here, they were rejected.

I asked the bank if they could make a statement showing only the deposits made to this casino, but they replied that they can only make separate receipts for each of the four deposits, which will cost me €5/piece. I offered such an option to the casino on Saturday 25.11, when they asked to take a screenshot of the Skrill account payment, which would show my name and email. The problem here is that I don't have a Skrill account, but the payment was made via Rapid Transfer, which uses the Skrill service. So I took a screenshot of the deposit success email sent by Skrill, which shows all the requested information, but of course it was also rejected! I haven't heard anything from there since then.

So I don't know how I could prove the payment method in any other way, when I have provided them with all possible documents. From these documents I submitted, I would have been able to verify that the account from which I made the payment belongs to me and that all the information of the deposit I made was also visible.

Similar documents have been approved at other casinos, so this has given the feeling that they are just prolonging the payment of winnings...

Hello again,

when I sent you this complaint, I attached the latest bank statement in PDF format as well as a screenshot of the payment made from my bank account to their casino and a screenshot of the Rapid transfer by Skrill payment sent by Skrill to my email as a sign that the payment was successful.

I have sent the same proofs of the payment to the casino and as you can surely see, they prove that I have made the payment from my own bank account using the Rapid transfer by Skrill payment method.

Hey,

Thank you very much for your help!

After my complaint to you, I received an email from the casino saying that my Game Account had been confirmed.

Today I received the money in my account from the first €2,500 withdrawal.

Regarding the remaining withdrawal, I received a notification from Skrill today that they have started a withdrawal for that as well, so I believe the money will arrive in my account tomorrow.

I can let you know when I get the rest of the winnings in my account, so this case can be closed.

Thank you, Miia331, for keeping us updated. I'm glad your account was successfully verified. Please let me know when you receive the rest of your winnings.

Hey,

I got the rest of the money from the casino today.

Thank you very much for your help!

Dear Miia331,

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.

Best regards

Veronika

Casino.Guru