BlueChip Casino - Player’s account at BlueChip Casino has been closed.

Dear Sir/Madam,

I am experiencing an issue with BlueChip Casino. As a new player, I registered, made two deposits of 70 Euros and 600 Euros (using cryptocurrency), and after a few days, I requested a withdrawal of 941 Euros. I received an email asking me to verify my account. I began the verification process and was able to upload my ID, but then encountered a problem where the "Next" button on the verification page would not respond. I tried clicking and waiting for several minutes, but nothing happened, and the page did not react. I attempted the verification from two different computers (using different browsers) and through my phone, but still, the problem persisted. This issue must be on the casino’s end as it couldn’t be on mine. I contacted the casino support via email, and their verification system was reset multiple times without solving the problem. A few days later, I received an email which included the following:

"Unfortunately, we must inform you that your account has been suspended due to a violation of our Terms and Conditions. Specifically, you have been found to be participating in fraudulent, illegal, or improper activities, which is a direct violation of our rule 9.6. For more details, you can check our Terms and Conditions by following the link: https://bluechip.io/in-en/general-terms-conditions.

As a result, we have suspended your access to our website's services and blocked your account without prior notice. Please be aware that in such cases, the company does not have any responsibility for returning or compensating the funds that remain in your account balance.

We take these violations very seriously and have strict measures in place to prevent such activities. Our priority is to ensure the safety and security of our platform and our users. We have zero tolerance for fraudulent behavior, and we regret that we had to take this action against your account."

As far as I understand, the casino is stating that my account has been blocked and that they are under no obligation to return my account balance. They cite Rule 9.6 of their Terms and Conditions and allege involvement in "illegal activities" without providing any further details. Accusing someone of "illegal activities" is a serious allegation. I have a friend who is studying law. While he is not a lawyer, he helped me gather some information. In the Czech Republic, where I am a citizen, there is no ban on playing online games in online casinos. There is also no ban on paying with cryptocurrencies, which is how I deposited money into the casino. The only thing I am supposedly required to watch out for is any potential tax on winnings over 1,000,000 CZK, which is approximately 30,000 Euros. My winnings in this casino amounted to 271 Euros, since I deposited a total of 670 Euros. However, the casino wouldn’t accuse me of tax violations. The issue with the casino would possibly arise if I was cheating during the game or provided false personal information. I have not violated any of these rules. In my opinion, someone was unable to fix the technical error with the verification system and instead of trying to resolve the problem, they marked me as not passing the verification and thus playing illegally. This is just my opinion as the casino has provided no further details. When I asked if the casino could provide more information about why my account was blocked and what I had done illegally, I received the following response:

"Your account has been blocked due to violation of our terms and conditions. Account will be blocked, and there is no option to unblock it. We understand that you are upset, but, we take our rules and policies seriously and apply them equally to all users to ensure a fair and safe gaming experience for everyone."

However, this response does not give any specific information about what I violated or what exactly was illegal.

While my aforementioned friend told me that I should have read the terms (which, by the way, are very lengthy) before registering at the casino and that Rule 9.6. is written in such a way that the casino can select any player and confiscate their money and close their account without providing a reason (which is indeed very unfair and sounds like a scam, but it is in the casino’s rules), he also found out that the casino is registered on a small island in the Caribbean and the chances of getting my money back are almost zero. However, I read the information on your Casino Guru site, and I see that you rate this casino quite positively, which surprises me. From personal experience, I know that one employee can "tarnish the reputation of a good company", so I still hope that it was more of a "laziness of one employee to solve a technical problem and therefore used Rule 9.6." rather than the casino deliberately closing the account and confiscating the amount. Therefore, I am submitting this complaint and kindly ask if it is possible to help resolve or clarify this issue. If the casino really believes something is illegal, I will provide any confirmation it may require (I can send it by email if the verification still does not work on the casino’s website). However, if the casino does not respond, I recommend warning other players not to lose their money in the same way I did.

Thank you and best regards,

Mirek

Hello mprovod,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Blue Chip Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register and when did the casino close your account? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thank you for answer.

Regarding the questions, I registered with the casino on July 14, 2024 and I received the account closure email on August 1. I accumulated winnings with real money. So it was USDT, which is a cryptocurrency. In the casino, however, the balance was displayed in Euros. I also used the bonus. The casino gave a welcome bonus. But I lost this bonus, there was a condition to play slot machines I think 40 times. I last spoke to the casino on August 2nd. The casino answered my question about why my account was blocked quite quickly, but the answer did not include any explanation at all, they copy it into this text:

"Dear Miroslav,

We are writing to provide you with an update at your request.

Your account has been blocked due to violation of our terms and conditions. The account will be blocked, and there is no option to unblock it. We understand that you are upset, but, we take our rules and policies seriously and apply them equally to all users to ensure a fair and safe gaming experience for everyone.

We value your feedback and strive to provide you with the best possible gaming experience. If you have any further suggestions or feedback, please do not hesitate to contact our customer support team. We are available 24/7 to assist you and provide you with further information.

Thank you for choosing our platform and for being a part of our community.

Best regards,

Blue Chip Team

"

If you need any additional information, please let me know.

Thank you very much for trying to help and best regards,

Miroslav

Thank you mprovod for all the information provided. As we will require further details from the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you mprovod 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 why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Mprovod and Peter,

The player contacted us and reported having issues with verification. Our staff refreshed the page, informed the player about it, and the player was then able to continue the verification process. We can provide all the evidence.

The player proceeded with the verification, but unfortunately, his documents were rejected, and he did not successfully complete the verification process. This is the reason why his account was blocked, along with all the associated consequences.

Best regards,

BlueChip Customer Care Manager.

Thank you for the update BlueChip Casino representative. I would appreciate it if you could provide the aforementioned evidence to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter and Mprovod ,

We have sent all the documents to your email.

Best regards,

BlueChip Customer Care Manager.

Thank you for providing me with the evidence BlueChip Casino representative.

Dear mprovod, the casino has provided me with a report that you have been found on a PEP watchlist (politically exposed person). Due to that reason, the casino has blocked your account according to their terms and conditions. I will discuss this issue further with my team and update you about any new developments. Thank you in advance for your patience!

Dear Mr Peter,

thank you for your reply and help with the Blue Chip casino issue. I'm not really a PEP (politically exposed person) :-) I've never had any role in politics or any organization that qualifies as a PEP. If necessary, I will obtain any necessary evidence that this is not the case. I have played at about five different casinos in the past and have always been verified without a similar problem. According to BlueChip casino reviews, I don't think this claim is on purpose to get my deposit money, but there must have been an error somewhere, either in the casino itself or in some database. When you know how to proceed in my case, please write.

Thank you and best regards,

Miroslav

Dear mprovod,

I have sent you an email with a few questions regarding the complaint. I would appreciate if you could respond at your convenience. Thank you in advance for your cooperation!

Dear mprovod,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear mprovod, the investigation with the casino is ongoing and I am waiting for a response from the casino representative. I will keep you updated about any new developments. Thank you in advance for your patience!

Dear all,

Thank you for your patience.

We have decided to process the payout to this user, but after this transaction, we will block him under section 9.6.

9.6 The Company reserves the right to suspend your access to the Website's services or block your account without prior notice in the event that you are suspected of participating in a fraudulent, illegal, or improper activity. In that case, the Company does not have any responsibility for returning or compensating the funds that remain in your account balance.

Dear Mprovod,

Your account has been unlocked, and you can withdraw your funds.

Thank you for your patience and understanding.

Best regards,

BlueChip Customer Care Manager.

Thank you very much for the update BlueChip Casino representative.

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

Good morning,

thank you very much for your help. I was able to log into my casino account and request a withdrawal. I will confirm once I receive the funds.

Sincerely,

Miroslav

Good morning,

I would like to confirm that I have received 1.048.4542 USDT from the casino, which is approximately equivalent to 941 EUR.

I hereby confirm that the complaint can be marked as successfully resolved.

I would like to thank the Casino Guru team very much for their help and also the casino for solving the problem.

Sincerely,

Miroslav

Dear mprovod,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter