The player from Finland had registered on Bluechip Casino and won €721 after using welcome bonuses, but their account was closed without clear reasoning. The casino cited a violation of rule 10.1 but did not provide details, and customer service refused to address the player's concerns or return their funds. The Complaints Team clarified that complaints related to sports betting fell outside their jurisdiction and, due to the player's engagement in sports betting, the complaint was not investigated further. Consequently, the complaint was rejected.
BlueChip Casino - Player’s account has been closed without justification.
Amount: €721
BlueChip Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello! I registered on Bluechip Casino for the first time last week when I noticed their attractive welcome bonuses. I won €721 through betting/blackjack with my deposit before finally cashing out. The withdrawal process took a long time, even though my account was verified with KYC, including pictures of my driver's license, etc. I made the deposit using my own debit card, and on my bank statement, the deposits appear as vague website transfers with an additional charge of 2-3€ more than the total deposit. After sending all my bank statements and other proofs to the casino, they closed my account, citing that I violated rule 10.1. They refused to provide more details or evidence of this violation. The only thing I can imagine is that rule 10.1 might involve incorrect details during registration. My name contains the letter Ö, which I had to write as O because the site didn't allow the letter Ö. Additionally, it's possible they're claiming they can't find the deposit on my bank statement because it's listed under a strange website name. I made two €50 deposits with my debit card and a third €50 deposit via Paysafecard, all under my name. Customer service refuses to communicate or resolve the issue, took my money, and blocked access to my account.
Automatic translation:
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3 weeks ago
Dear Jackiluv,
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 confirm that you have passed the KYC verification?
Did you also place bets on sports?
Could your casino account have been blocked due to sports betting?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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3 weeks ago
I have sent you screenshots of my coversation with their customerservjce via email among with one staked sports parlay which i cashed out at 600eur, that does not show on the screenshit though.
I did pass the KYC process but after my selfie, drivers license, debit card photo, proof of address was approved they reopened the kyc process demanding extra verification where i had so send them my bank statement that shows the transactions made to them. I do not know if they accepted that because i wss suspended before i had chnce tto check it out
I did do sportsbetting, my welcome offer was for sportsbook also. Now to clarify, i lost my welcome bonus free bets and won that 721 eur with my own money that i deposited
I cant think of any reason why they would suspend my account due to sports betting because i did not have any particular strategies just picked prethought games into the parlays, and they were major league ones aswell.
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2 weeks ago
Dear Jackiluv, I must inform you that our complaint resolution center does not handle complaints related to sports betting. Since you indicated that you engaged in sports betting and your account was closed due to a violation of rule 10.1, we will not be investigating this matter further. As you might know, Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
