BlueChip Casino - Player's winnings have been confiscated.

Dear casino guriji, 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 5000 INR and win approx 34851 INR, then this casino confiscated my money and give unnecessary excuses every time.You wager the bonus, as per the bonus wagering terms the maximum amount of a bet was 400 INR. You bet more than this amount resulting in the winnings being forfeited. This decision is final and will not be reviewed. They didn't give my winning amount and 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 casino guruji help me to bring my money back from this casino.

Dear kshatriya957,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

The maximum bet while wagering Bonus is limited to  ₹400 / €5 / $5 / 0.3 mBTC/ 0.0041 ETH/ 99.6 TRX/ 0.047 BCH/ 13.3 XRP/ 0.087 LTC/ 5 USDT/ 58.4 DOGE/ 0.018 BNB

For Regular players, and  ₹800 / €10 / $10 / 0.6 mBTC/ 0.0082 ETH/ 199 TRX/ 0.096 BCH/ 26.6 XRP/ 0.17 LTC/ 10 USDT/ 116 DOGE/ 0.036 BNB for VIP players.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus you activated and utilized?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

deposit 5000 Last time 7557 and at night I won 42409, I wanted to withdraw

then 7557 was deducted and I was asked to withdraw 34851. I withdrew 30000 in the process but rejected it and made the total 34851 conspicuous.

When you lose Rs 20,000, 30,000 then there is no rule, when you win a big amount then there is a rule, you have violated this rule, many types of excuses. I said show me the proof that I violated, so you are saying this This is against my company's rules.

If I have placed a bet too much on bonuses and it is against their rules then that option should be removed.

But I have not done this here. On talking they are transferring me to another operator. Someone is telling me something, someone is telling me something else, someone is telling me rule 9.6, someone is telling me 10.2.

mam please give me my money

Hi kshatriya957,

• Could you please request your game history from the casino and forward it to petronela.k@casino.guru?

Thank you.

Additional comments from the player:

Mam history is clear 😞

Near about After 10 round history automatic clean

Thank you very much, kshatriya957, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Ok mam If you have it in your hand then please clarify it

Hello, kshatriya957,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BlueChip Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated? Has also his deposit been confiscated, or, will the casino restore it?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Branislav and Kshatriya957,

This user has violated the conditions for wagering bonus funds.

According to our rules:

T&C 9.5 We reserve the right from time to time to conduct a gameplay 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.

T&C 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: development and use of strategies aimed at unfaithful bonus abuse.

In this case, our risk manager took strict measures to combat gaming abuse. After a repeated review of the user's gaming activity, we could have issued a warning and not deducted the funds, as the player's abuse was not systematic.

We have returned the deducted funds to the user 20.08.2024 and have worked on operational processes with our risk managers to avoid such situations in the future.

Best regards,

BlueChip Customer Care Manager.

Dear sir/mam

Petronela mam,Branislav sir and Bluechip Thank you sir and mam my consfiscate money 34851 is refunded. I'm happy 😊.

Thank you, Kshatriya957, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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. 

Thank you very much, BlueChip Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru