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).