BlueChip Casino - Player has a negative experience with the casino.

this casino even real ? no one tells anything and they promise to call but call never came, and on email as well just getting autoreply msgs from last 20 days' but no solution to the problem. i have never seen a casino in my life like this.

here is what happened

i brought some 100 spins on thunderspins game griffin gold 14 days ago and bet was 10 inr per spin when i brought sping at 5$ discount but when i used them bet was 5 inr. when informed them they said that they are looking into it and you will get an email when problem i resolved, i asked for timeframe which they said there is none as to when you wil get a response from bonus depatment, now after 14 days have passed when i m trying to contact they say they will call me but no call ever received it has been 5 days.

another issue is regarding cashback which they highlight in their adds at 6@ starting level now i have lost over 15000 inr and recived only 392 inr in cashback that too with wager 5x. but thats fine, i dont care about wager they must have stated in their terms somewhere. but i dont get how is 392 inr is 6% of over 11500 weekly loss ?? and when trying to contact them same thing happen they never respond or call .

what to do ?

i will post scrrenshots of the issues happened

Dear kiwi4444,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues. I checked the casino website and I found this: https://bluechip.io/Cashback

Weekly Cashback is only available for the Live Casino games, which means any bets during the slot gaming sessions do not count.

Only bets placed from 00:00 Monday to 23:59 Sunday by India Standard Time (IST +00:00) are counted for the promotion.

Have you played other than live games in the casino during that time?

Do I understand correctly the promotion for the 100 spins informed you about the spin having a value of 10 INR, but when claimed, the value of 1 spin was 5 INR instead? Have you decided to play with the spins or not?

Please let me know,

Best regards,

Tomas

Does blackjack live not come in live games i guess I lost at least 8k inr on blackjack alone to say the least.

Below are the screenshots of other issue and one sided conversation I'm having, yes i player those spins and bet was 5 inr during that time.

Thanks

and 2nd issue about caskback when i have clerly lost 7000 inr how is that 392 inr 65 enen if only lossed from live games counts towards that ?? here is screenshot

and most importanlty how can a casino be so pathetic to never give any sort of answer even in 18 days

and then u guys give them "very good reputation 4.5" stars to induce a player to try that casino

Thank you very much, kiwi4444, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

no response from them to my emails in 21 days, i hope they answer atleast here. this is so bad

Hello kiwi4444! 

We apologize for taking so much time for the reply. The deal is we had to check all the info to come back with a detailed answer. 

As we see, the issue with the bonus free spins has already been transferred to our tech department. But the main problem occurred not on our site, but on the gaming provider platform. That is why your case was escalated to the provider. Currently, we are waiting for updates from their side. We absolutely understand your frustration and would feel the same in your case. You may rest assured that your request is the priority in our to-do list. 

As for the Weekly Cashback, we would like to pay your attention that cashback is to be given for your weekly losses. As stated in the Bonus Terms and Conditions, "Cashback is calculated based on 6% of the total loss during the 7 days (bets minus wins).". Your weekly cashback of 492.82 INR was successfully issued on February, 12. 

We hope for the soon updates on your issue and ask for your patience. If you have any other questions or need any help, you may always contact us via email customercare@bluechip.io or using the live chat on our site. 

1. how many days it will take to resolve the issue ? it been 21 days i reported issue on 1 ? secondly its about being answerable to customer which you guys have compeletely ignored, i only get from chat we will call you n still no calls nor any reply ?

2. i dont get how is 492 inr is 6% of over 11500 weekly loss ?? which i lost this week pls explain this ? previous week also no reply / explaination as to why no cashback was given?

Hey, kiwi4444!

We come back with the good news. After considering your complaint in detail, we have decided to compensate the amount of your loss after buying Bonus In the game "Beat the Beast: Griffin´s Gold". We understand that a response from the provider has been expected for quite a long period. Therefore, we decided not to hold up you and give you the opportunity to enjoy the game at BlueChip. A compensation of 500 INR has been credited to your real balance. 

Furthermore, we have checked all your bets during the previous week to make sure that your Weekly cashback was calculated correctly. Based on that, we found out that you've played 13 games in total in the period from February 6-12. Most of them were slots, and just 2 were live casino games. As we mentioned before, cashback is calculated based on 6% of the total loss during the 7 days (bets minus wins). The total amount of your bets is 68293,68; the amount of the wins - 60080 INR; the amount of losses - 8213,68 INR. 8213,68*6%=492.82 INR. It means that the Weekly Cashback was issued correctly. 

We are grateful for your patience. Hope to see you as a winner soon!

Please don't hesitate to contact us via email customercare@bluechip.io or just by using the live chat feature on our site. 

Greetings all,

I am sorry for the delay.

Thank you very much, BlueChip Casino Team, for your replies and the detailed explanation. Now it is clear.

Dear kiwi4444,

Allow me to ask you a few questions regarding the issues described above.

Although the issue with free spins was a 3rd party problem, and the casino does not have any influence on it, they were able to provide you with compensation. Can you please confirm you have received the compensation of 500 INR to your real balance? Do you agree with such a solution? Can we consider this issue resolved?

As for the Weekly cashback bonus(es) - is the detailed explanation of the calculation enough for you? Can you please confirm you received 492.82 INR for the week in question, and that the sums of bets/losses from live games played are correct?

yaa have to satisfy only but just one request they should answer questions before only like they did after coming here. a player should not wait 23 days to hear anything about a problem, assume case to be resolved now.

thanks casnoguru team without you i dont know what would have happened lol

thanks very much

Dear kiwi4444! 

We understand that waiting can be annoying. We always make all our efforts to resolve the player's request as soon as possible. Usually, it doesn't take much time if the issue occurs on our side. Whenever third-party participants should investigate the issue, our hands are tied, unfortunately. Therefore, we should also wait for the issue to be resolved as well as you do. 

We hope for your understanding. 

We wish you the best of luck! 

Respectfully, 

BlueChip team. 

Thank you, kiwi4444, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issues have been resolved/explained. As the complaint has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, BlueChip Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru