BlueChip Casino - Player's account has been closed.

Myself Pankaja A******* on 6th September 2024 I made a account on bluechip casino after that I made a deposit approx 4000 In trx(tron) then I started playing slots and I won 16000 then I request for a withdrawal it sent me a mail to complete my kyc, I have submitted my documents and selfie then after sometime the casino blocked my account without any reason when I asked the customer support about this they are saying your age is under 18 etc etc, as per my government id card I'm 21 years old but they keep saying we can't unblock your account bla bla, i am posting this complaint because this casino site is totally fake site, if you deposit money here and win some money you will never get you withdrawal they will eventually block your account by giving fake reasons, I can share my document if need so I can proof that I'm 21 years old and this site is block my account by fake reason

Dear adhikarypankaja,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with BlueChip Casino.

To better assist you, could you please provide more details on the following:

• Can you provide a screenshot or copy of the email you received requesting KYC verification, as well as any communication you’ve had with customer support regarding the account block?
• Have you received any specific reason from the casino other than being told your age is under 18? If so, please provide the details.
• Can you confirm if you have attempted to resolve this issue through any other channels or escalated your complaint within the casino’s support?
• Did you receive any confirmation or acknowledgment from the casino regarding the KYC documents you submitted?

Please feel free to forward any relevant documentation, including your ID card, to petronela.k@casino.guru to assist us in investigating this matter further.

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,

Petronela

Hey thank you, I have sent you a mail with all requested information and kyc document

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

Thank you please help me to get my withdrawal and account reopened

Hello, adhikarypankaja,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BlueChip Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? What happened with the balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear all,

This player was blocked because, during the account verification process, we discovered that the player is underage. Therefore, the account was blocked in accordance with rule 2.1.

2.1 You may use the Website's services only if you have reached the legal age to participate in gaming under the law applicable to you and are at least 18 years of age. By accepting the Terms you warrant that you comply with the above age restrictions, and you must immediately leave the Website if you have not yet reached the age of 18, or if you have not yet reached the legal age to participate in gaming under the law applicable to you. 

All reports and documents will be sent via e-mail.

Best regards,

BlueChip Customer Care Manager.

Underage what are you talking about I have already sent you my documents which clearly shows my age is 21 years.

Branislav i have also shared my government id with you, see how this casino scams people by giving fake reasons

H

Dear BlueChip Team,

Thank you for the clarification.

Feel free to inform us when the email with all the reports and documents is sent to my email. I have not received it yet. If it was already sent, can you remind me when it was so I can find it? Maybe I lost it.

Thank you.

Dear Branislav,

Thank you for your patience.

We have sent you the letter.

Best regards,

BlueChip Customer Care Manager.

Bluechip you fraud casino return my money

Can I sent you my selfie documents and all in email

Please look at my previous post and answer the questions. And yes, feel free to provide it. It would also be great if you could provide me with a photo of your ID in better quality and a photo of another ID with your photo if possible, and a bank statement with your personal details showing the deposit you made to the casino.

This is my email - branislav.b@casino.guru

Looking forward to hearing from you.

Sir I have sent you the government id and my selfie with you please check

Not received any response yet

Thank you for your email and attachments, adhikarypankaja. I am sorry for the delay.

Have you already shared it with the casino? Would you be able to provide us and the casino with a selfie with your ID and also with another ID document?

If the casino accepts such a suggestion, would you be able to attend a verification video call with all the necessary documents?

Are you able to verify your payment method and prove the source of your income?

In addition, there are still questions that you have not answered yet. Can you please check my previous posts again and answer all unanswered questions?

Looking forward to hearing from you.

Bluechip is not ready to talk, I can share if needed with bluechip but they blocked and not responding to my any massage in their site

Talking about the payment method verification i already said they don't have option where I can verify my tron wallet they have only option of visa and Mastercard in their site and I made the deposit in crypto fyi

I'm ready to do the video call if required.

Alright, adhikarypankaja, I understand. Thank you for the additional information.

From the details I received from the casino could see that you were requested to provide a document (proof of payment), but if I understand it correctly, it was not successful. What exactly did the casino ask you for regarding proof of payment, please?

Do you have any other and newer ID with a more up-to-date photo, or do you own only an Aadhaar card?

There is only 2 option in their site visa and Mastercard and in crypto there is no option of tron wallet, so if there is no option how can I provide any proof of payment

Dear adhikarypankaja,

You mentioned that you deposited crypto to the casino, right? If so, can you provide us with a confirmation of your deposit made to the casino, but from your payment method - transaction history or a part of your transaction history from your e-wallet showing the deposit made to the casino, or transaction hash?

Thank you.

Dear adhikarypankaja,

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.

I can share my voter card( election commission of india identity card)

Dear adhikarypankaja,

Please read my post from October 25, 2024, again, and answer clearly.

Please note if you fail to cooperate and answer my questions sufficiently, the case will be rejected.

Thank you for understanding.

Dear adhikarypankaja,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested details/documents and full cooperation.

Best regards,

Branislav, Casino.Guru