BlueChip Casino - Player’s winnings were confined due to betting limit reductions and account closure.

I deposited money and I won a bet. After that they immediately limited my account and after I complained they sent me a letter terminating my account and they stole my deposit and earnings.

To provide some context, I made deposits on the Bluechip Casino website and, after winning a bet, I noticed that they significantly reduced the maximum bet amounts I could place. This sudden change in betting limits was never communicated to me beforehand, and it raised concerns about the integrity of the platform.

As a result of these restrictions, I decided to withdraw my remaining funds. However, the process of withdrawal was riddled with complications. Initially, I was asked to fulfill certain rollover requirements with specific odds, which I dutifully completed as per their request.

Furthermore, Bluechip Casino requested document verification, and I promptly provided all the necessary documents as requested. Nevertheless, to my astonishment, I was then informed that they do not serve citizens from Portugal, a crucial detail that was never disclosed during the registration process or at the time of deposit.

Feeling rightfully aggrieved, I expressed my discontent with the situation, only to have my account abruptly canceled, and they informed me that they would be withholding my funds.

Dear sebasta,

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

Have you used any VPN or IP-masking software to change your location when you registered at the casino? What country did you choose when you opened your account?

Portugal is not listed among the countries in the registration form, and this is what I see when I try accessing the casino website with a Portuguese IP:

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello!

I am a portuguese citizen but I live in Switzerland and Switzerland is available to select in the country list.

Best Regards,

Do you have any records of the communication with the casino stating that your account shall be blocked due to you being from Portugal? If so, please forward it (together with any other information relevant to the case) to my email address: veronika.l@casino.guru. Thank you in advance.

Hi! I´´ve sent all information via email.

Thank you!

Thank you very much, sebasta, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi sebasta,

I'm taking over your complaint. Let me ask you a question. How long have you been living in Switzerland and what type of permit do you have?

Hello!

I´m living in Switzerland since 2011 and I have a C permit for residence in Switzerland.

Best Regards,

Thank you sebasta. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BlueChip Casino to join the conversation and contribute to the resolution of this complaint.

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 Peter,

Thank you for your involvement in resolving this matter. After a thorough review, here's a concise summary:

The player registered with BlueChip Casino as a Swiss citizen on June 30th, but was later identified as a Portuguese citizen, a restricted jurisdiction. In accordance with our procedures, we initiated an account verification check and requested verification documents. 

On June 30th, 2023 the player has activated verification page and uploaded one document (Portuguese passport). Our General Terms and Conditions (as outlined in p.2.2 and p.2.3) clearly state the following: 

"2.2 The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website at all times. Before attempting to make use of our Website you must verify whether online gambling is legal in your particular jurisdiction and the legal age to participate in gaming. By using this Website you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services." 

"2.3 Citizens and residents of the following countries  (the  "Excluded Jurisdictions"): 

Afghanistan, American Samoa, Aruba, Australia, Belarus, Dutch West Indies and Curaçao, 

Cyprus, Cuba, Democratic People's Republic of Korea (North Korea), Ethiopia, France 

(including French Guiana, French Polynesia, French Southern Territories), Iran, Iraq, Ireland, Israel, Lebanon, Libya, Lithuania, Laos, Malta, Moldova, Myanmar-Burma, the Netherlands, Pakistan, Palestine, Poland, Portugal, Russian Federation, Samoa, Saudi Arabia, Spain, Syria, Ukraine (including the territory of Crimea), the United Kingdom, the United States of America, Yemen do not have the right to open accounts with our Website or add monetary funds to their accounts....If you live in, are citizen, or are located in one of these jurisdictions, you agree not to open and/or use your account on the Website and to immediately close your account if you have previously opened it. By using our Website, you warrant that you are not a citizen or resident of such jurisdictions." 

On July 11th, the player placed total €1,237.07 for withdrawal, triggering a verification request again. At this moment the player still didn’t finish verification procedure.

The player submitted proof of address via email on July 31st, a month after the initial request, raising authenticity concerns. User didn’t upload it via verification page as it was still active for him. Additionally, we must emphasize that the player sent the utility bill to us more than a month after our initial request via email, and it has a June date, which suggests that it may not accurately reflect the player’s current circumstances.

Despite being given the opportunity to provide additional verification documents, the player did not upload any other documents, such as a selfie or a screenshot, which he was fully capable of doing. The player also failed to complete the Know Your Customer (KYC) process within 30 days.

On July 31st, the player's account was blocked by our team and his winnings were blocked due to p. 4.4, 9.6, and 9.7 of our Terms and Conditions.

While understanding the player's dissatisfaction, we cannot overturn Blue Chip's decision. We believe the actions align with ethical practices and transparent communication. Please let us know if you need any other clarification or documents from our side.

Sincerely,

BlueChip Customer Care Manager

Hello!

Please allow me to clarify your statements.

1. It is not true that I have registered as a Swiss citizen. Your registration form asks for a mobile phone number and for country. I live in Switzerland and therefore my Country is Switzerland. The field does not say Nationality.
2. When I tried to withdraw the money (after severe limitation of my account), I was requested to make the account verification. However I could not do it because your system didn´t allow to upload a portuguese ID. How could I verify my account if your system didn´t allow it? I immediately contacted your support chat and explained the situation and then I sent all documents by email
3. You mention that I sent the proof of address of the 31st July which is also not true. I sent an email to your support on the 30th June 2023 containing my ID, Skrill ID and a bill to prove my account. Again, I had to send it by email since I could not upload it in your system.

I had several interactions with your chat and email support and fortunately I have stored it all that prove that what you are stating is not true. I have shared all this information with Casino Guru.

Best Regards,

Hi all,

Thank you for your replies.

Dear sebasta,

Let me ask you some questions:

1. Why didn't you choose Switzerland and upload your C-permit for ID verification?
2. Why didn't you send also your selfie?

Dear BlueChip Casino team,

The data suggests that the player sent you the email with verification information on June 30th, 2023. This contradicts the information that the "proof of address was sent via email on July 31st, a month after the initial request". Secondly, if the nationality of the players seems to be important to you, why don't you ask for this in the registration form, this would eliminate most if not all such issues. If you only ask for "Country", it is clear that players living in Switzerland long-term (or even short-term) would choose Switzerland for the registration. If players living in a country long term have the same responsibilities as the original residents like e.g. paying taxes, they should also have some privileges like using online services. The situation would be different if the player stayed in Switzerland for a week, however, he has a long-term C-permit which is the last step before getting a Swiss passport. From our point of view, if sebasta can verify that he lives in Switzerland long-term, and verify his address and all necessary documents, there should be no reason to confiscate their winnings. You can, of course, block him from further play, but his winnings should be paid.

Hi Peter!

1. I dont think this was an option (usually the accepted documents are passport or national ID). I am more than willing to upload my swiss permit if I get the login again or share my Switzerland C-permit by email. Also this option was never requested or offered by Bluechip Casino support
2. I was never asked to send a selfie. I believe it´s the next step in their tool after uploading the document but I could never past through it since it was not working due to my portuguese ID

Thank you!

Hello Peter,

We appreciate your patience and understanding regarding this concern. We want to assure you that we take all player feedback seriously and are actively looking into this matter.

Please be informed that we are in the process of gathering the necessary information and communication logs to thoroughly investigate the events that occurred more than six months ago. We aim to understand the sequence of events and all relevant details to provide a comprehensive response.

We understand that your time is valuable, and we appreciate your cooperation in this matter. Rest assured, our team is dedicated to resolving this issue and ensuring a fair resolution. We will keep you updated on the progress and once we have all the facts, we will address your concerns appropriately.

Thank you for bringing this to our attention, and we appreciate your understanding.

Best regards,

BlueChip Customer Care Manager

Hi all,

Thank you for your replies.

Dear Bluechip Casino team,

We are looking forward to the results of your investigation.

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 sebasta,

We appreciate your patience as we investigated the details. 

During our inquiry, we faced the challenge of sifting through a significant amount of correspondence to gather the necessary information to address this case. We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout this period.

To ensure a fair and secure resolution, we have initiated the final stages of the verification process. Your account has been temporarily unblocked, allowing you to contribute directly to this process. Please follow the instructions provided to you via email from our Customer Care Manager. 

We understand the importance of a swift resolution and assure you that we are working diligently to bring this matter to a satisfactory conclusion. Your cooperation in this verification process is highly appreciated.

If you encounter any challenges or have questions, please feel free to reach out. 

Thank you for your understanding.

Best regards,

BlueChip Customer Care Manager

Thank you BlueChip Casino team for the update. We'll be waiting for the result of the verification.

Hello!

I could login but I also cannot select Switzerland as the issuing country therefore I cannot upload the documents.

Can I send them by email?

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 sebasta,

Submitting documents through email is an option, but we strongly recommend that you upload the required documents directly onto the platform to prevent any potential issues with your account in the future.

We've sent you an important email regarding account verification. Please check your inbox and follow the instructions. 

Looking forward to your response.

Best regards,

BlueChip Customer Care Manager

Dear sebasta,

Please follow the instructions and keep me updated.

Hello!

I have sent by email the following documents:

- Print Screen of gaming account where I cannot select Switzerland to upload the documents

- Skrill print screen (deposit method)

- Passport

-Bank statement (with address)

- Switzerland Residence Permit

Best Regards,

Thank you sebasta,

Let's see if we can make some progress here.

Dear BlueChip Casino team,

Has there been any news regarding the verification?

Dear Peter,

We would like to provide an update. Unfortunately, the player has encountered an issue with the account verification process which necessitated additional time to address. The player must upload the necessary documents from their end. This measure is crucial to ensuring the security of the account and personal data, mitigating potential future issues for both parties.

To facilitate this process, we have provided the player with updated instructions and guidance. 

We understand the importance of timely resolution and are actively working towards it. Rest assured, we are committed to resolving this matter as swiftly as possible while maintaining the integrity of our verification process.

Thank you for your cooperation.

Best regards, 

BlueChip Customer Care Manager

Hello!

I´ve already mentioned many times that I cannot upload neither my residence permit in Switzerland neither my Portuguese passport since you don´t display the option to select both countries in your website.

I´ve tried once again and I cannot do it.

Please allow me to add my ID by email.

Thank you!

Dear BlueChip Casino team,

Please provide an email address where the player can send their documents since they can't upload them.

Dear Peter, 

I would like to inform you that we are in touch with the player via email and have almost finished the verification process. 

We will provide you with updates as soon as possible. 

Best regards, 

BlueChip Customer Care Manager

Dear BlueChip Casino team,

Thank you for the update. I'm looking forward to the conclusion.

Hello!

I confirm that I´´ve received my deposit back. However I didn´t receive my winnings.

Why is that?

Best Regards,

Pedro Sebastiao

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 BlueChip Casino team,

What happened to the rest of the player's funds? What is the conclusion of your investigation?

Dear Sebasta,

Thank you for your inquiry. We understand your query regarding why only the deposit amount was returned instead of the winnings. We want to clarify that our decision was final and was made in accordance with our casino's policies.

Upon your request, we allowed you to upload documents to verify your identity. However, as per our Terms and Conditions, citizens of certain jurisdictions, including Portugal, are not eligible to participate in our casino games, and any winnings accrued are therefore considered void.

We appreciate your understanding in this matter.

Best regards,

BlueChip Customer Care Manager

Dear BlueChip Casino team,

I'm afraid we can't accept your decision for the reasons stated above. If the player has been living in Switzerland since 2011 and has a C-permit, there is no reason to confiscate their winnings. The complaint will become unresolved and the casino will most certainly lose its fair badge.

Dear Sebasta,

Dear Peter,

We have reviewed our decision and returned the winnings to the player's account. We have unblocked the player's account solely for the purpose of withdrawing this amount. He can log in and withdraw his funds.

We have studied and analysed the case more carefully and have come to such a resolution of the situation.

We appreciate your understanding in this matter.

Best regards,

BlueChip Customer Care Manager.

Thank you BlueChip Casino team for reconsidering.

Dear Sebasta,

Can you confirm that your funds were returned?

Hello!

I’ve received the remaining funds and you can close this complaint.

thank you very much Peter for your outstanding support solving this case!

Hi Sebasta,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, sebasta, 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.

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,

Peter