BlueChip Casino - Player's account was blocked.

My account was blocked without any reason, first take me document for verification , my documents were also verified Now my account is not opening, I have 19860 numbers in my account, the customer is also not helping me, only you can help me I have given all the documents to them still they are not opening my account

Dear Arun995695, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Can you please confirm if your verification documents were approved? Or has your account been blocked during the verification procedure? Have you been able to contact support after your account got blocked?

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, 

Veronika

my documents are verified payment proof is not approving i gave visa card and bank statement and account And in the middle of the verification, my account was blocked, I didn't even enjoy any documents.I gave him the same statements from which I deposited in his casino still he rejected my statements and And yes, if I message the support, then give a reason, just say that we have taken the decision to block your account.

Dear Arun995695,

Thank you for reaching out to us with your complaint. We have carefully reviewed your concerns regarding the blocking of your game account.

We understand that this decision may come as disappointing news to you, but after a thorough examination of the situation, we have determined that the blocking of your account is necessary and will remain in effect. As stated in rule 9.7 of our casino regulations, if the Company considers a customer as a high-risk individual based on the results of checks and verifications, we reserve the right to block the account or freeze the funds at our sole discretion.

We assure you that our decision was made in accordance with our legal obligations and after considering all relevant information available to us. We understand that this may not be the outcome you were hoping for, and we apologize for any inconvenience caused. However, we must prioritize the safety and security of our platform and all our players.

If you have any further questions or concerns, please feel free to ask any questions, we will be happy to assist you. We appreciate your understanding in this matter.

Best regards,

BlueChip Customer Care Manager

Dear BlueChip Casino representative,

Thank you very much for your response. Could you please send me a more detailed explanation of the player's case to veronika.l@casino.guru? It would be much appreciated.

Dear Veronika, 

We have provided all the necessary information via email. 

Please, let us know if any additional information is needed. 

Looking forward to your reply. 

Best regards,

BlueChip Customer Care Manager

Thank you for your emails. I sent you a reply last week, please respond.

He said something, you accepted, I complained, if I was wrong, then why would I complain, please unblock my account

Dear Arun995695,

After a thorough investigation of your case, we have to agree with the casino's decision to permanently close your account. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated. In fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions.

Because of the aforementioned reasons, we have to reject your complaint.

I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future.

I'm sorry I could not be of more assistance on this occasion. If you run into any issues with any other casino in the future, don’t hesitate to contact us. We are here to help.

Best regards,

Veronika