BlueChip Casino - Player’s winnings have been confiscated.

Dear Casinoguru, i have raised a issue against bluechip casino. I have deposit so much time in this casino and mostly I am loosing money but this time when i deposit 16001 INR and win approx 38948 INR, then this casino confiscated my money and give unnecessary excuses every time. They didn't give my winning amount and also not refund my last. Deposit money. This is worst casino I have seen in my entire life. If we loose money then they are happy and when we win then they make accusses every time and didn't give money back. Please CasinoGuru help me to bring my money back from this casino.

Thanks

Dear gouravsharma09989,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BlueChip Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Could you kindly specify the explanation you received from the casino regarding the confiscation of your winnings? Ideally, please forward the email the casino sent you after your winnings were voided to veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi team, I am attached relevant chat screenshot or mail screenshot for your reference. Please take a look and let me know if you guys need any other information from my side.

Thanks

Thank you very much, gouravsharma09989, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, gouravsharma09989!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear gouravsharma09989,

We appreciate you taking the time to voice your concerns, and we value the opportunity to address them. After a thorough examination of your case, we would like to provide you with additional insights into the circumstances surrounding the confiscation of your winnings.

Upon careful review, it was observed that you were employing a gaming strategy that involved the manipulation of bonus funds through unauthorized means. Unfortunately, such actions fall under the category of fraudulent practices, which goes against the principles of fair play and integrity that we uphold in our casino.

In accordance with sections 9.5, 10.1, and 10.2 of our Terms and Conditions, we were compelled to confiscate your winnings. These clauses explicitly outline the guidelines and regulations that govern our platform, ensuring a secure and transparent gaming environment for all our players.

"9.5 We reserve the right from time to time to conduct a game play review/review the customer`s gaming activity. If upon such a review it appears that the customer violates the Company's Anti-Fraud Policy (paragraph 10 of the present Terms&Conditions), we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to suspend the account."

"10.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. The Company considers the following actions as fraudulent including, but not limited to:

participating in any type of collusion with other players;

development and use of strategies aimed at unfaithful bonus abuse;

fraudulent actions against other online casinos or payment providers;

provision of counterfeit documents;

use of stolen cards;

creating more than one account in order to get advantage from the Company’s promotions;

provision of incorrect registration data;

provision of counterfeit documents."

"10.2 Other types of cheating and bonus abuse. While playing with an active bonus, it is forbidden to engage in activities that give the player a clearly unfair advantage. Such activities include, but are not limited to, these:

Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements.

Leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed.

Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play,

Using strategies that take advantage of any software bug or failure.

The Company reserves the right to void bonuses and any winnings from such bonuses in case of bonus abuse."

We understand that this decision may be disheartening, but it is essential to emphasize the importance of maintaining a fair and equitable gaming atmosphere for everyone involved. 

We kindly request your cooperation in abstaining from the use of gaming strategies that contradict the rules of our casino. 

Hope for your understanding.

Dear Pavel, please let us know if any additional information is required from our side. 

Sincerely,

BlueChip Customer Care Manager

Dear Bluechip casino, first of all I am not brekaing any bonus policy as first time i am using bonus and you guys just confiscated my money without any reasons. I didn't break any terms and conditions. Please share the exact proof where i break your terms and conditions. Also in your terms and conditions you guys refund last deposit money because you cannot hold or erase someone deposit money as you only hold winning amount.

Dear Casino Guru, please ask her to give the exact proof where they show that i misuse thier bonus.

Dear Bluechip team, if you are not give the winning amount from the bonus then why you give bonus. Its all just a scam from your side.

If we loss money in your casino, then it will be very happy from your point of view but if we win, then you guys doing scam of this type. This is not acceptable as this is not anyone casino policy. Please refund my all money including my last deposit which is 16001 INR.

Total amount is 38948 INR.

Dear Casino Guru team, please help me to refund my money from this casino.

Dear all players, please dont use this casino as they didn't give you winning amount as you emjoy in this casino if you loose all your money. They didn't give your any amount of deposit or winning.

Thank you for your response, BlueChip Casino!

Please, send detailed explanation on how the player has abused the bonus and the proof to my e-mail: pavel.k@casino.guru.

Hi casinoguru team, any update regarding my complaint. Please help me in this situation as Bluechip casino didn't response my query and not give my money.

Thanks

Hi gouravsharma09989, still no update.

Dear Pavel,

We have provided you with all the necessary information via email.

Looking forward to your reply.

Kind regards,

BlueChip Customer Care Manager

We are still awaiting a response from the casino.

Hi Pavel, Bluechip casino delay the responses from your side also. They didn't respond and just give accusses every time as you see already in this complaint. Please help me to bring my money back from this BlueChip casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

After a thorough examination of this case, we have reached a decision to return the confiscated winnings. We acknowledge that the use of a strategy involving opposing bets may not have been intentional on the player's part. In light of this, we have chosen to refund the winnings.

Dear gouravsharma09989, to expedite the withdrawal process, we recommend that you follow the instructions we provided to you via email.

We appreciate your understanding and patience throughout this process. Should you have any inquiries or require further assistance, please do not hesitate to reach out to us via email.

Best regards,

BlueChip Customer Care Manager

Thank you for your decision, BlueChip!

gouravsharma09989, please, let us know as soon as there will be any progress with your future withdrawal(s).

Dear gouravsharma09989,

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.

Dear casino guru, bluechip casino give my all money.

Thanks

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, gouravsharma09989, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

We also would to thank the BlueChip Casino for their cooperation!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel Kaczynski

Casino.Guru