The player from Romania had deposited money into her Chips.gg account which she then turned into a larger sum. However, when she had attempted to withdraw the winnings, she had received a message stating she had reached her withdrawal limit despite never having withdrawn before. Support had not responded to her queries for seven days. Later, the player reported that she had been able to withdraw. However, the casino claimed that the player's account had been temporarily blocked for necessary account verification, and the account was fully operational at the time of filing the complaint. The casino had provided evidence showing consistent communication with the player and her continued use of the platform. We had concluded that the complaint system was misused and the player's claim of a blocked account was false. The complaint was therefore rejected.
Chips.gg Casino - Player unable to withdraw winnings due to limit errors.
Amount: $25,000
Chips.gg Casino
Safety Index:Above averageOther
REJECTED
Case summary
I opened an account last Monday on chips.gg. I deposited around 9k dollars. Turned them into 24 k(round 11eth). I wanted to withdraw, obviously. When I hit withdraw the message "withdrawal limit reached" though I never withdrawed before.
It's been almost seven days with no answers from support whatsoever. The money were won on crazy time, not even on slots. I told them I have medical bills to pay, no answers from them. It's a lot of money for me and I really need it. I have wagered around 100k in 7 days since opening my account. I'm kyc verified, submitted all documents for level 3 as well and still no answer from support. And I'm desperate
Dear Mookis123,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
But i cant even hit the withdrawal button. The money are still in the betting account. It's not like I withdrawed and the money never came. They're still in the account
Thank you, Mookis123, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
Dear Mookis123,
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.
Dear Chips.gg Casino Team,
Could you please clarify what happened to the player's winnings?
Thanks for speaking out. You don't know how many people you'll help with this
The screenshots have been deleted but are saved, and Casino.Guru is maintaining ongoing communication with the Casino Representative through emails. We will keep you, Mookis123, updated on any additional developments in the coming days.
Regrettably, we have not received any further information to date. Chips.gg Casino, could you kindly provide comments or insights on the matter? Thank you.
These people destroyed my life. And they are able to keep their casino open while stealing from their players
Thank you very much, both sides, for providing all the necessary information.
I will now transfer the complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you, Mookis123, the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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 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?
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.
Leading up to this review on 11/19/2023, the player had consistent communication with our support agents. As of the date mentioned in the player's post, the player had a remaining balance of 13.95 ETH, equivalent to approximately $24,000, which was made available for withdrawal on the same day after completing KYC due diligence. The player chose to withdraw 5.1 ETH, leaving them with a balance of 8.75 ETH. Over the next 5-6 days, the player continued to use the platform, engaging in various deposits and withdrawals, as well as betting activities, without encountering any further issues or limitations. The player expressed no problems or concerns to our agents regarding anything further.
On 12/04/2023, the player initiated a thread on bitcointalk. On the very same day, the player made two subsequent deposits, with an additional deposit on 12/7/2023, alongside additional bets. The player's continued participation on our platform is evident, with recent bets placed on both 12/10/2023 and 12/15/2023. The player withdrew a total of $10,890.82 during these periods. Furthermore, it's worth mentioning that the player had intermittent periods of betting and withdrawals, with noticeable breaks in between, on a regular basis since the initial incident leading up to the thread creation.
In the email provided to you Matej, we have provided a full post mortem breakdown of all events before and after this initial review. We ask that you please review the pdf for further information, however here is some logs from our backoffice to show the player active in the above timeframe. We have also included support communications with the player showing the player has no further issues at the time.
Those are from YOUR EMPLOYER, WHO COMMENTED HERE ON MY COMPLAINT, WHICH YOU NOW HAVE FIRED
You also told me in my chat that a 5 star review on trust pilot would keep my withdrawals open which is absolutely insane
You don't have a license. Many people complained about your website about you not letting them withdraw as soon as they won something
Hello,
Our provided screenshots clearly show we did not suggest the 5 star review in exchange for favorable treatment. Instead it shows you yourself suggested that you would leave us a 5 star review, this was on 11/19/2023.
The complaint you originally stated of not being able to withdraw your funds is false and has been addressed by our previous reply. You had full access to your original deposit and winnings, with additional funds won during the time your funds were locked, a total of 13.95 ETH.
Lastly, you fail to acknowledge you had no further contact with us and continued to play on the site without issue. You played on the site regularly before and after the time your KYC due diligence was completed between 11/13/2023 to 2/15/2023.
Why would you make a complaint about us but continue to deposit and play on the website?
Regards,
Chips.gg
Dear Mookis123 and Chips.gg Casino Team,
Based on the conversation and evidence provided by the casino, it is apparent that our complaint resolution system was misused to address unresolved issues between multiple individuals.
The evidence provided by the casino indicates that Mookis123 falsely claimed that his account was blocked, not only in our complaint.
Therefore, we have decided to reject this complaint.
Mookis123 and Antoine,
If you encounter issues with the casino, we encourage you to utilize our forum. There, you can create a thread to express your concerns or share your story. However, please refrain from using false information.
Thank you.
Great. So chips is also in your pockets too. Unbelievable. Congratulations on supporting these scammers
I want to point out that the entire issue was fabricated and the individual who responded to your complaint was not a representative of the casino, but someone pretending to be one. The casino promptly reached out to us, and once we realized that we were deceived, we rectified the situation.
We previously recommended that you utilize our forum for any casino-related issues instead of abusing the complaint resolution process for personal gain by fabricating a false story.
We always strive to assist players, but in this instance, multiple individuals attempted to deceive us, which is unacceptable.
As a result, the complaint is rejected without the possibility of reopening it.
