BlueChip Casino - Player's account blocked after KYC procedure.

About one month ago i won 10,000 INR when i withdraw my money they ask for kyc and when i submitted my kyc documents ( selfi, id, card images.) then they said to wait 30 days to verify kyc documents and today they email that my account is blocked due to money laundering I deposited 1600 INR via upi and withdraw around 10,000INR in bank account how it can be money laundering. They blocked my account after giving all documents. Please do not play on this site they are fraud they ripped all money. 

Dear ragav2119,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you created your casino account and which games you focused on when you were actively playing?

Have you accumulated your winnings with or without an active bonus?

Did the casino specify what they considered as money laundering in your case? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have registered my account on bluechip on may month and i played raullete game by evolution and won money and it is without bonus. No casino couldn't clarify that on what case of money laundering they block my account. They only said that i do money laundering and blocked my account.

Thank you very much, ragav2119, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello ragav2119,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BlueChip Casino to join the conversation.

Dear BlueChip Casino,

Can you please provide more info on why you think the player was involved in money laundering? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear ragav2119 and Casino Guru team,

We apologize for the delayed response. We assure you that we are actively investigating the matter and gathering all the necessary details related to the player's account.

We understand that the time spent to solve the issue took us a little longer, as we require an additional period to thoroughly review your account and provide you with the specific information you need. We value your understanding and patience during this process.

Once we have completed our investigation, we will reach out to you with a detailed explanation regarding the closure of the player's account. We strive to maintain a fair and transparent gaming environment for all our players, and we take your concerns seriously.

Thank you for bringing this matter to our attention. We apologize for any inconvenience caused and appreciate your patience.

Best regards,

BlueChip Customer Care Manager

How much time it takes to investigate please casino guru ask bluechip this casino is doing fraud its already more than one month if i do money laundering please show me some evidence

Dear ragav2119,

I understand that the investigation can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

I would kindly ask you to be patient and wait for the security check to be completed. I'm sure the BlueChip team will provide us with an update once there is any development.

Dear Michal, 

Thank you for your understanding and patience in this matter.

We would like to inform you, that we have provided the necessary information to the indicated email address. 

Please, let us know if any other information is needed from our side. 

Best Regards, 

BlueChip Customer Care Manager

Thank you for your email, BlueChip Casino.

I have replied back with additional questions to have a better understanding of the whole situation.

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.

Dear ragav2119,

After a careful review of the information provided by the casino, I am afraid I am no longer able to pursue this case.

If you have not received it yet the casino team should send you an email with an explanation of which rules were applied in regards to blocking your account.

I understand that the resolution of the complaint might not have aligned with your expectations. However, under the current circumstances, we can't disagree with the casino's decision.

I was informed by the casino team that you can withdraw your initial deposit, so please feel free to do so.

If you feel you want to take this complaint further you can contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know when you submit your complaint and how they decided.