BlueChip Casino - Player's account locked during high-value withdrawal.

Hello I am from Montreal, Canada. I deposited a couple hundred on this casino dec 1st. I played coin strike a slot a game and ended up winning lots and having over 40 000 in my balance on my account. I tried to withdraw but this casino put me a very tough time w the verification process.. the last step was proving to them that I deposited off my card. I sent them photos of my card but I don’t have my name on my debit card (which I used to deposit) . I explained this to their support team and they said to ask my bank. I called my bank and ordered a whole new card! In the mail and it came 7-8 days later. I’m all excited ready to withdrawal my 40 000 dollars and get my last step to verification! I try to get on my account and it’s locked. I message theyre support team and they tell me I’m suspicious to fraud.. HOW!!? I was messaging the support team the whole time. I was asking them questions and even got a whole new card custom from the mail from td bank.. like ? And they tell me I’m a suspect of fraud and I can no longer access my account.. (or my 43 000$) like how is this possible? They are the fraud. I wrote them many emails, they told me I was going to get a response from the necessary team

amd I haven’t heard from them in weeks. Casino guru help me it’s 40-50k.. how can they do this. I have all the proof. Videos of my account. Emails everything..

Dear Gingera21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BlueChip Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what proof there is the card you deposited with was issued in your name or that you were the beneficiary of it?
• Could you please explain why you needed to issue a new card?
• Did the casino cite any specific breach of its terms in its allegations?
• If you have any correspondence regarding the issue from the casino, please forward it to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I had proof it was my account and sent them a bank statement showing all the deposits I made off my account to their casino. My name and address were on the bank statement.. the casino didn’t accept and told me my name has to be on my debit card. So in order to be able to withdrawal my winnings, I had to order a whole new debit card from the bank w my name on it! So I did that, and even sent them a picture of my old card and my new card (w my name) side by side proving it was my card the whole time. They just shut down my account and take all my winnings and tell me they accuse of me of fraud after not filling in my last step of verification because I was waiting for my new card from the bank. It’s not like it look 2 months, they shut down my account after like 10 days. The casino is the one who told me to go to bank via email and get a card w my name on it.. once I send the proof that it is me and my card, they have already deactivated my account w over 40 000 + winnings in my balance. How can they even do this to an honest customer. I fair played the whole time and didn’t do no fraud in any shape, form or fashion. It was my card and I even sent them proof.

I will email you some pictures of my conversation w the casino via email Tomas.

I am sorry but I didn't receive any email with screenshots of your conversation with the casino.

If the casino accused you of any breach of rules, forward this email to my email tomas@casino.guru

Dear Gingera21,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.