BlueChip Casino - Player’s winnings are confiscated after account blocking.

Hi,

I deposited the amount via UPI/PhonePe and while winning small amounts, everything was fine. But as soon as I deposited good amount and won big amount and my balance was 11,63,720/- INR and tried to withdraw. They blocked my account and asked for verification. I uploaded each and everything they asked me for but they keep on denying that picture is not clear or so. I re-uploaded multiple times and also uploaded my bank account statement for the deposit entries. They later on unblocked my account but Confiscated my whole winning amount stating that they cannot verify from where my deposits were made. I provided every bank statement from where the money was deposited and everything but they are saying confiscated amount will not be returned in any case. How is this even possible ? I already provided all the proofs and ready to cooperate in any manner.

Please help me out. I am devastated. No response from their end whatsoever.

Thanks and regards

Dear abhishek_hex,

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 advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your balance with the help of a bonus? 
• Could you please share with me your communication with the casino supporting your description of events? Send emails or chat transcripts to my email at tomas@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,

Tomas

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

Answer : I was a player for around 3 months.

How did you learn about your account being blocked?

Answer : First my account was straight away blocked while trying to login. Then, it was unblocked afterwards I needed to verify my account. I uploaded everything which they required clearly but they refused again and again stating the document is not clear.

They then confiscated the amount and demanded I provide proofs of deposit. I provided the proofs (Bank statement), they said some entries are missing. Entries being missing because I used my brother and mother account for deposit. Earlier I used to deposit and didn't have any issue. They then told I have violated the rule and amount is confiscated and is not at all possible to get it back. It was my hard earned money. At least they should have provided my deposit or some percentage. How can anyone confiscate the deposit amount ? There's no warning or nothing at all. They straight away confiscated the whole amount after I won. It is not fair, and screams Scamming.

What games did you play to accumulate your balance in the casino? (slots, live games, betting on sports)

Answer: Blackjack (Live Casino)

Did you achieve your balance with the help of a bonus?

Answer: No

Could you please share with me your communication with the casino supporting your description of events? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Answer: Shared over email.

Please help me get my money back. One cannot just confiscate the money without any valid grounds. Deposit accounts even if were not mine, they were of my family and ready to provide every proof/verification of the same. If deposit is not allowed from any other account they should tell it clearly while depositing the money or not add balance when the deposit is made. It should be there verification then that time only. They confiscated the amount after I won only. The Casino is scamming the money and believes nothing can be done against them.

Please help.

Thanks for your reply.

Let me refer to the relevant rules:

5. YOUR WARRANTIES

5.1 By opening an account on our Website and by using our Website you warrant that:

(...)

5.1.8 The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

 Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Please let me know if there are any circumstances I might have overlooked, otherwise, I'll close the complaint.