HomeComplaintsChalkWins Casino - Player's withdrawal has been rejected.

ChalkWins Casino - Player's withdrawal has been rejected.

Amount: €3,000

ChalkWins Casino
Submitted: 17 Dec 2024 | Case closed : 30 Jan 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from Ireland faced multiple issues with the casino regarding the withdrawal of funds. €780 was unjustly removed from her balance due to a claimed breach of terms, while her withdrawal of €2,000 was canceled without a valid explanation. Despite account verification and previous successful withdrawals, she was left without clear communication from the casino's support team. The Complaints Team reviewed the case, but due to the lack of evidence provided by the player to counter the casino's claims of using a VPN, the complaint was ultimately deemed unjustified.

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On 31st October, I noticed that the casino removed €780 from my balance, citing a breach of Terms & Conditions regarding the maximum winnings limit. However, I was under the impression that the maximum win limit was €3,000, and this deduction seems unjustified. On 30th October, I was informed that my account had been verified, and I was asked to hold off on further withdrawals as new email communications indicated that my account verification had been successfully completed. Despite this, my withdrawal of €1,000 was delayed, and I received no clear reason for the delay at that time.

Following these issues, on 4th November, I successfully withdrew €1,000 to my Skrill account and requested to withdraw the remaining balance. I was assured that the balance would be processed, but the situation remains unresolved, and I am left with no clear explanation for the continued withholding of funds.

In addition to the above issues, my recent withdrawal of €2,000 was canceled by the payments department, and the funds were removed from my balance. The casino cited a breach of Terms & Conditions, claiming I had violated rules, but I have not engaged in any such activities. I have not used a VPN, provided forged documents, abused bonus systems, or engaged in any fraudulent activity. My account verification was completed without issues, and previous withdrawals were processed without problem.

Despite my repeated inquiries to Chalkwins Casino, their support team has failed to provide a satisfactory resolution. I believe that my winnings are being unfairly withheld, and I respectfully request that my withdrawal of €2,000 be processed immediately.

If this issue is not resolved promptly, I will be compelled to escalate the matter by filing a formal complaint with the relevant licensing authority.

Thank you for your attention to this matter. I look forward to your assistance in resolving this situation.

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Dear SlavetotheRave,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ChalkWins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please share the communication in which the casino justifies its decision to confiscate your winnings?
  • Could you please share more information regarding your deposit, the bonus you accepted, and your winnings?
  • How much did you deposit? Which deposit bonus did you accept? How much were your winnings, how much the casino confiscated, and how much was left on your account?
  • If you may provide screenshots supporting your case, please share them here. You can send any communication and evidence to my email at tomas@casino.guru as well for review.

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


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 delightful holiday season, and we will get back to you as soon as possible.

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Communication Regarding Confiscated Winnings:

As per the casino’s notification, they justified the removal of my winnings based on a breach of their Terms & Conditions. They cited my use of a VPN or a forged document, though neither of these claims is true. I have not used a VPN or submitted forged documents. I believe the communication they sent was quite vague, and I’ve attached their full message regarding the cancellation of my €2,000 withdrawal.


Deposit, Bonus, and Winnings:

I deposited €300into my account (I can provide specific deposit amounts upon request). I accepted a welcome bonus at the time of registration, but all of my recent winnings (including the amount I requested to withdraw) were won using real money, not bonus funds. The casino removed €780 from my balance on 31st October, citing a breach regarding the maximum win from the bonus, but this seems to be a misunderstanding, as my bonus win should not have been considered in the context of the real-money portion of my balance.


After the removal of €780, I requested a withdrawal of €3,000, which was canceled by the casino. The reason they provided was a violation of their Terms & Conditions, but as mentioned earlier, I have not breached any of their rules. The balance left in my account after this issue is currently €2000(I can provide the exact balance if needed).



I also wanted to highlight that the casino has required an excessive amount of verification documents throughout this process. In particular, they requested proof of my registered mobile number, which was not relevant to the KYC process, and asked for documents that I felt were unnecessary. Despite my attempts to comply with their verification requirements, I feel the process was overly intrusive and caused significant delays in processing my withdrawal.

I’ve attached screenshots of the communication I’ve received from the casino, including the messages regarding the removal of funds and the verification requests. If you require any additional documentation or details to support my case, please feel free to let me know.

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Private
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Thanks for your messages.

  • Could you please clarify whether you completed the wagering of your welcome deposit bonus?
  • Have you played down the welcome bonus without completing the wagering of the bonus?
  • Have you canceled the bonus or not?
  • Have you made an additional deposit?

Is your account accessible to you? Could you please share screenshots of your deposit history and deposit history found in your player's account?


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I have successfully completed the wagering requirements for the welcome deposit bonus, and the bonus was paid out to my account. However, after that, I experienced a confiscation of the bonus of 700 euro due max winning rule.

Regarding your request for screenshots of my deposit history and account access, I am able to access my account, and I will attach the relevant screenshots as requested.

Please let me know if you need any further details or if there's anything else I can provide.

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file



as you can see they just paid me out my deposits winnings after they realized they I won more money than i deposited they confiscated my balance.

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Dear SlavetotheRave,

  • Could you please explain in detail what the disputed amount of 3000€ represents in this situation?
  • Could you please share the communication in which the casino accuses you of breaching the rules you referred to earlier? (VPN, fraudulent documents, etc.)
  • When did the casino make these accusations against you?



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Could you please explain in detail what the disputed amount of 3000€ represents in this situation?

So i won 3700 they cut 700 after they paid me 1000. Next payment they confiscated the money.


Could you please share the communication in which the casino accuses you of breaching the rules you referred to earlier? (VPN, fraudulent documents, etc.)

There is none all is above.


When did the casino make these accusations against you?

After they see I won money more then I deposited. Pay me out the profit. They confiscated my money.

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Thank you very much, SlavetotheRave, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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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Hello SlavetotheRave,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite ChalkWins Casino to join the conversation.


Dear ChalkWins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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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.

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Dear SlavetotheRave, 

I wanted to give you a brief update. I am currently in touch with the casino team. Could you please verify whether you have accessed and played at Chalkwins Casino using only one device? If that is the case, was it solely your cell phone? Additionally, did you primarily connect via WiFi or mobile data?

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To clarify, in my country, cable internet is not very reliable, which is why I rely on mobile data for a more stable connection. I may have used two devices, a tablet and a laptop, to access the casino, but this should not be an issue. I can provide all the IP addresses that have ever logged into my account, and if they claim it’s a double account, I can prove otherwise.

Additionally, I’ve had withdrawals processed before without any problem. Originally, I withdrew 3700, but they reduced it to 3000, and later refunded me 1000. Now, however, they’re refusing to pay when they start losing money. This looks like a shady tactic, and I feel it’s important for Casino Guru to be aware of how they’re treating players.

Thank you for your attention to this matter. I hope you’ll take a firm stance on this.

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Dear SlavetotheRave,

Thank you for your prompt response. Just so you know, even though you previously had successful withdrawals does not mean that a potential rule violation is not detected at a later stage when a more thorough investigation is conducted. The use of multiple devices may raise concerns for the casino team regarding potential multiple account activity. To assist in resolving this matter, please provide me (either here in the complaint thread or to my email michal.k@casino.guru) with all the IP addresses you have utilized to access your casino account, along with the device IDs.


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How do if find my device id?

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Dear SlavetotheRave,

I now found out that the actual device ID can be shown differently in the casino software. The actual device name or number of your device must not immediately match the one in their system, so to somehow help determine your devices even more accurately please provide me the MAC ADDRESS (when you are connected to Wifi) as well.

Please try these guides on how to obtain the information:

Laptop / PC

Device ID

Start button => Settings => System => About, and you should see this under Device Specifications

For MAC address check the guide please

How to Find Your MAC Address on Windows 10 or 11

or

How to Find Any Device's IP Address, MAC Address, and Other Network Connection Details


Tablet ( I assume it's an Android device)

Go to "Settings" and tap on "About device".

Here tap on "Status" and you’ll find the MAC address under the "WiFi MAC address"

4 Easy Ways To Find MAC Address on Android

The device ID

Go to "Settings" and tap on "About device".

Here tap on "Detailed info and specs" and you’ll find the "Model"

or

Settings" and tap on "About device".

Here tap on "Status" and you should find the IMEI there

If you are using an Apple device this should be similar. Don't hesitate to Google search a simpler guide if need it


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Dear SlavetotheRave,

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.

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Dear SlavetotheRave,

I have obtained additional information and evidence from the casino team. While you previously stated that you did not utilize a VPN, some of the IP addresses associated with your account during gameplay have been identified as VPN IPs, which contradicts your assertion. I await the evidence I requested from you to clarify this matter. Kindly submit the evidence within the next three days; otherwise, I will have no choice but to reject this case.

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Dear SlavetotheRave,

Unfortunately, we have not received the necessary information and evidence from you, which leads us to align with the casino team's assessment and regard this complaint as unjustified.

We highly recommend adhering to all casino rules to prevent any similar issues in the future.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.


Best regards,

Michal

Casino Guru


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