BlueChip Casino - Player is struggling to complete the account verification.

I am trying to complete the KYC. They are asking for a bank statement showing the deposit. I do not have acces to that statement since the deposit was made in the current month ( May 2023 )

I took a screenshot of my bank account instead and also sent my April bank statement so they can match the information.

It was rejected. Now I've been trying to get in contact with them for the last 3 days and no answer.

I sent them an email explaning my situation. I have attach the email.

Thank you for your help.

Dear vincvinc1980,

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 takes 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 submitted all the other personal documents required for the verification?

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

Yes, all other documents have been submitted and accepted.

Could you please advise when you placed the disputed deposit? Thank you.

May 13 2023

Dear vincvinc1980,

Thank you for bringing our attention to your verification and withdrawal problem.

We understand that this has caused inconvenience and frustration for you, and we want to assure you that we took immediate steps to rectify the situation.

Firstly, we would like to inform you that your withdrawal request has already been approved by our team successfully. The funds have been transferred to the payment system for further processing, and you should receive them shortly. Usually, withdrawals via Interac e-transfer are processing up to 72 hours, excluding weekends.

However, we also acknowledge that the verification process took longer than expected, and for that, we extend our sincere apologies. Your account is verified now, and we want you to be assured that we are actively working to streamline our verification procedures to prevent similar delays in the future.

We highly value your trust and satisfaction, and we understand the importance of providing timely and reliable services, thus, we are sorry for any inconvenience caused by this delay. We appreciate your patience and understanding during this time.

If you have any further questions, concerns, or require any assistance, please feel free to reach out to our dedicated customer support team. We are here to assist you and ensure your experience with us remains positive.

Best regards,

BlueChip Customer Care manager

Thank you very much, BlueChip Customer Care manager, for your assistance and clarification.

Dear vincvinc1980,

Could you please inform me once you receive your winnings? Looking forward to hearing from you.

Dear vincvinc1980,

We want to update the information regarding the issue mentioned in your complaint.

We sincerely apologize for the delays you experienced during the verification and withdrawal process on our site. Furthermore, we understand how frustrating it can be when your expectations are not met, and we want to apologize for any inconvenience this may have caused you.

After looking into your account, we are pleased to inform you that your withdrawal was successfully processed and completed on both our side and by payment system. Thus, we kindly ask you to check your bank account, the funds should be there already.

At our casino, we strive to provide our players with a seamless and enjoyable gaming experience, and we deeply regret that we fell short of your expectations on this occasion. Rest assured, we continuously review our procedures and systems to identify areas for improvement and implement measures to enhance our players' overall satisfaction.

We genuinely appreciate your feedback, and thank you for bringing this matter to our attention. Your comments help us to identify areas where we can enhance our services and ensure that similar issues do not occur in the future.

Thank you for choosing our casino, and we look forward to providing you with a more seamless and enjoyable experience in the future.

Best regards,

BlueChip Customer Care manager

The issue is now resolve.

Thank you !!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, vincvinc1980, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru