The player from Peru faced confiscation of his withdrawals after winning consecutively on live games, with the casino citing violation of term 9.6 for fraudulent activity. He requested clarification on this claim, asserting that he won the money through legitimate gameplay and wanted his winnings returned. The Complaints Team reviewed the case and received confirmation from the casino regarding the player's use of an opposite betting strategy, which was deemed a violation of the casino's anti-fraud policy. Consequently, the complaint was rejected, as the steps taken by the casino were considered justified.
BlueChip Casino - Player’s winnings have been confiscated.
Amount: 576 ₮
BlueChip Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
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1 month ago
Translation
I've been playing at this casino for almost a year. I thought it was a great casino because it had good offers and the payouts were quick.
In the last few weeks, I've been playing baccarat and roulette as a distraction from my work and daily responsibilities.
I was lucky to win on live games two days in a row. I made a withdrawal, only to find out that the casino confiscated my withdrawals, claiming I violated term 9.6 due to fraudulent activity.
This is utterly abusive.
Just because I was lucky enough to win two days in a row, the casino claims I'm engaging in fraudulent activity?
What is the basis for this? What exactly do they consider fraudulent activity? They won't provide those details and only make that claim.
They're taking my money based on assumptions and subjective reasons.
I don't care if they close my account, but I want my money because I won it legally.
This isn't money won from a bonus; it's money won from real money play.
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1 month ago
Dear wilder2022,
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.
- Is your casino account accessible to you? Can you log in?
- Did you achieve your winnings with the help of a bonus?
- Does the cashback mentioned in the conversation you submitted play a role?
- Could you please share with me any communication from the casino detailing the allegation or rules that have been broken?
- Share screenshots here or send the information 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
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1 month ago
Translation
Hi, thanks for taking the time and helping me with my case.
Can you access your casino account?
"Yes, yes I can access"
Can you log in?
"Yeah"
Did you get your winnings with the help of a bonus?
"No, the profit was without any bonus"
Does the refund mentioned in the conversation you sent play a role?
"The chat photo about the refund is irrelevant, it was sent by mistake.
I asked if they had that promotion active, since it seemed like a good option to get a little money back if I lost. But the confiscated money does not come from that bonus.
The money won was with real money"
Could you share with me any communication from the casino detailing the allegation or the rules that have been broken?
Share screenshots here or send the information to my email at
"The only thing the casino says is that it violates the rules but does not give any further details.
I also want to clarify that I have already made several deposits and withdrawals at this casino, as I mentioned, I am a player who has been playing there for approximately 1 year.
I am verified at the casino
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1 month ago
Thank you very much, wilder2022, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hello there,
Thank you wilder2022 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BlueChip Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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1 month ago
Dear Tomas and Peter,
Thank you for your participation in the process.
Dear Wilder 2022,
You used employing a strategy of opposite bets. According to our rules, we have taken action.
10. ANTI-FRAUD POLICY
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:
- Leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed.
Best regards,
BlueChip Customer Care Manager.
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1 month ago
Translation
Dear.
I am surprised that you indicate that I have made opposite bets when I have never made that type of play.
What I understand as opposite bets is betting on red and black in roulette, baccarat in Baccarat, etc.
I have never made that type of bet (I have screenshots of my bet history and there is no record of opposing bets)
On the other hand, the confiscated money was not earned from any bonus or promotion.
Which completely makes this argument irrelevant:
Leaving large bets on the table, for example in blackjack, and returning to the game after the bonus bets have been completed.
I hope that the casino guru will intervene and reject these arguments that have no basis.
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1 month ago
Thank you for the update BlueChip Casino representative.
Can you provide us with evidence of the opposite betting? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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3 weeks ago
Dear all,
We apologize for the delay!
Dear Peter,
We will check this information and will give the response as soon as possible.
Best regards,
BlueChip Customer Care Manager
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2 weeks ago
Dear all,
Thank you for waiting!
Dear Peter,
We have sent the letter with the confirmation to you e-mail.
Best regards,
BlueChip Customer Care Manager
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2 weeks ago
Translation
Dear Piter
Before giving a verdict or making a decision.
Please also send me the information by email or ask me for my betting history as well.
There is no contrary bet in my history, because I have not made any bets of that type.
I don't know what information the casino could have sent, honestly.
And he stressed that the money won was not with any bonus so there is no way the casino is right.
Before making a decision, please ask me for some additional information. I have my betting history.
I await answers
Thank you.
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1 week ago
Thank you for providing me with the information BlueChip Casino representative.
Dear wilder2022, the casino has provided me with a statement from the game provider confirming an opposite betting strategy with another user. We advise against such behavior to prevent situations like this in the future. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding!
Kind regards,
Peter
