Chips.gg Casino - Player's withdrawal has been blocked.

Will not let me withdraw and stated my account withdrawls are shut off. My complaint was sent to "management" user name Tacyarg (Jacob Dent) current developer and person in control of the site. After 3 days of communication with online support and waiting to hear back they keep putting me off and denying my withdrawl. Do not use this casino they will hold your money hostage.

Dear aus10b50,

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

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

• Could you please advise how long were you a player of the casino and when exactly were your withdrawals shut off?
• Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?
• Have you received any justification from the casino about its actions?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

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

I have used this casino since day 1 and never had a problem until the recent change in management/ownership.I have deposited thousands of $$$ over the years and withdrawn far less than i have ever won. In their defense i was away from my account for a few months and they have something about dormant accounts. I was told to deposit more money then my withdraws would be re-activated. When i inquired as to why i'd have to deposit more money when i have about 2000.00 sitting in my account i was told upon further review my account withdraws had been completely shut off and only Mgmt could fix my issue. This started on 12/7/23 and still no answer from them. This money is not a sign up bonus, it is my money that is in my account and has been for some time.

Thanks for your patience.

Could you please send me the correspondence in which the casino asks you for more deposits and other relevant circumstances are mentioned? Send this information to my email at tomas@casino.guru

Screenshots of the conversation have been sent to your email as requested

Thank you very much, aus10b50, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello aus10b50,

I'm sorry to hear about your troubles.

We currently have another very similar case with Chips.gg, and I believe the development there is related to your situation as well.

For now, please refrain from playing with your locked money. This is exactly what the casino wants you to do. Please be patient.

I will provide an update on the case soon.

Thanks, yes it’s a common problem these days as I’m in a group of about 50 people that are experiencing the same issue but they just didn’t bother to file a complaint. I certainly will not add any more money but may do minimal bets in order to keep my account active as to not give them further excuses to ban/lock my account permanently.

Dear casino representative,

Could you please explain why the funds are locked?

I’ve reply via email.

Reply to whom as you never attempted to resolve my issue through online support. @Jacob Dent. Your only answer was my account withdrawal was disabled because I hadn’t made a deposit in a long time. Does that give you the right to steal my money I had there? Show me in terms and service where it says if I don’t make a deposit you get to steal my money?

Dear casino representative,

In your email, you stated that the player's withdrawals were temporarily blocked for the necessary account verification, and that the player's account is fully operational at the time of filing this complaint. Can you please provide evidence of this through a game log?

Online support states they cannot override the system and I must make my account active again by playing, played slots lost over $100 still can’t withdraw. Tells me I have met my withdrawal limit when I haven’t withdrawn anything. My money is still being held hostage

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.

Hello,

This players balance was derived from on site bonus offerings, not winnings or deposits. The player has not deposited in our platform since 9/3/2021. Based on our terms of service we reserve the right to deactivate an account after a set amount of time due to inactivity. The player can bring his account back to an active status by making a deposit and wagering on the site. This has already been communicated to the player by our support team as shown in the screenshots.

Regards,

Chips.gg

The player has gambled several 1000 $ since this started and the account is still inactive for withdrawals. As for your terms of service and inactivity when your site was first developed it was well known and expected for players to "mine" your Chips in order to receive daily rewards at the time there were no exclusions for lack of frequent use nor requirements for continued deposits. I initially deposited well over $20,000 to earn those rewards and they were supposed to be paid in perpetuity. Why would I risk depositing anything into an account in which I currently can’t withdraw? I’m just supposed to "take your word" that suddenly I’ll be able to withdraw my money. As for the screen shots of conversations, you clearly don’t answer the question I specifically asked. So I will ask again, if I were to make a deposit how much money do I have to deposit and then gamble in order to be able to withdraw? Will I be able to withdraw immediately? Or will I only be able to withdraw the amount of money I deposited? If I were to win $1000 do I get to withdraw that? Or do I only get to withdraw what I deposited? What is the magic formula that you keep from saying? Specifically exactly how much do I have to deposit and gamble in order to be able to open up my withdraws to say $5000?

Dear casino representative,

Could you please inform us of the conditions that aus10b50 needs to meet in order to withdraw the amount he has accumulated in the past?

Is the player able to explain why his account here shows Canada but he's connected to the website from a US based IP? Would the player be willing to complete KYC due diligence?

Sure I’ll do KYC just as soon as you show the casino license in your name Jacob Dent.

And this latest reply just goes to show that you can’t ever just get a straight answer and they will constantly change the rules as you go. I give up, you can keep the 2000 you apparently need it more than me. Just send me an email when you make good on that original promise to create a marketplace so we can sell our mined chips, at this point I’d be happy to let them go for .10 each

Dear aus10b50,

We are unable to help a player who refuses assistance. We acknowledge the casino's willingness to pay you upon completion of the KYC, but you are unwilling to do so.

If the KYC is not completed, we will have to reject your complaint.

I said I’d fully KYC just as soon as they show proof of a legitimate gambling license. As a non licensed casino I can’t entrust them with my personal info nor am I legally obligated to. Nit did they actually ask me to. As per their Jen TOS you only have to partially KYC and that is through email verification which I have done.

Dear aus10b50,

I discovered the following information in the terms and conditions:

5.3.

Chips reserves the right to carry out additional KYC verification procedures for any withdrawals exceeding the equivalent of 1 Bitcoin or $2000 as regulated by our gaming license, and further reserves the right to carry out such verification procedures in case of smaller withdrawals, as demanded by our gaming license. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support.

In most casinos (excluding truly anonymous ones), the casino has the right to request KYC verification from the player. If you are unwilling to undergo KYC verification, we regret that we are unable to assist you.

Dear aus10b50,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.