Chips.gg Casino - Player's withdrawal is delayed due to account restrictions.

Hello,

I've just been scammed by the Casino.gg after completing KYC.

My balance on the account is 2801 USDT.

After completing KYC, they pulled up an article from their internal Knowledge Base, claiming I'm playing from a restricted country and withdrawal will not be allowed.

To clarify, this is not within their TOS: https://chips.gg/terms/sports

(I'm playing Sports Betting only.)

I'm not playing with a VPN, so they were very well aware that im from Germany and let me withdraw multiple times before.

Dear rayyyn,

Thank you for submitting your complaint. I’m truly sorry to hear about the issue you’ve experienced with Chips.GG Casino. To assist you further, I kindly ask for a few more details before we proceed.

• Could you please let me know when you initially registered with the casino?
• Additionally, could you confirm the total amount you have deposited?
• Lastly, has the casino offered to refund any of your deposits?

Your response will help us move forward more effectively, and I look forward to hearing from you.

Best regards,

Nick

Hey Nick,

thank you for assisting.

I registered two days ago (25th of September), I got invited to transfer as a High Roller VIP from Stake.com to Chips.gg (they already knew I was residing in Germany at that time).

I deposited 2112 USDT in total.

The casino has not offered me anything, they immediately started ignoring my messages through live chat and email after completing KYC

What's maybe interesting to mention also:

When i got asked for KYC, they wouldn't let me KYC on their own website (they have KYC in their account settings where I could upload my ID) - they took one hour to create a link to a third party website to have me verify (they refused to send me this link via email - only via live chat), which I did not want to do initially because it seemed fishy. However, I then checked it out and it seemed legit.

By the way, you might want to edit your review page on Chips.gg. It says they accept german customers (while I'm 100% sure they still accept them if they are losing players), they apparently don't if you win. By the evidence I've uploaded they also do not accept players from several major European countries (if they are winning players).

Dear rayyyn,

Is your account currently closed? Did they tell you anything regarding your remaining balance on your account?

If possible, please forward the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Yes, my account is closed. When I try to log in it says "banned".

When I asked for my remaining Balance they stopped responding.

I've sent you the chat log via Email.

This is what shows when I try to access my account.

As per chatlogs I've sent you, when asking if they scammed me for my 2801 USDT, they replied:

"Hello, I am sorry to inform you. Your account will remain closed due to you playing from a restricted country."

After that message, they never replied back again.

I've never experienced something like this in 10+ years of using a wide variety of casinos. If a casino closed their offerings in Germany, they informed me and let me withdraw my balance. What Chips.GG staff are doing is outright scamming, no other words to describe it.

Dear OP,

Thank you for reaching out to us.

At Chips, we strive to ensure full transparency regarding our policies. As per our regulations, Germany is among the restricted regions, and this information is clearly outlined in the list of banned countries, which can be accessed through our help desk and by clicking the license seal in the footer of our website.

We understand there may have been some confusion regarding this, and we apologize if one of our agents provided unclear information regarding Germany’s status.

To resolve this matter, we’re happy to facilitate the withdrawal of your remaining funds due to this misunderstanding.

We appreciate your understanding and value your feedback.

Best regards, 

Chips

Since my account is still banned and you do not reply to any of my emails, how can I withdraw?

People do sleep, it has been less than 24 hours since our last post.

We do see your discord message was edited. The original message states: "also one question regarding kyc, is kyc due on first withdrawal or is it at a later point?"

Considering you have mislead everyone, we will still be allowing you to withdraw the remaining funds.

We would appreciate your patience with the matter.

The player has signed a binding agreement and his refund has been sent.

I received the refund, my complaint can be closed.

Dear rayyyn, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru