Chipstars Casino - Player claims that payment has been delayed.

Hi,

I registered at chipstars few weeks ago and all the deposits and withdrawals are going very smoothly and they provide very good customer services.

But for the last weekend I was really lucky and I won around 33000 dollars in total during the weekend betting on football and esports and this week, I can still login to my account and play bets and everything is normal.

When I try cash out 2238 usd on 12th of August the withdraw is said accepted but not in my account( usually when it is accepted it is processed) and I tried withdraw another 10000, it is all under review. I am very worried about their not paying me since I won too much, I still have 20000 dollars in my account which I am using to play.

I deposit and withdraw via eth. I contacted the customer service during the week and they replied with very good attitude but they do not basically provide any useful information regarding my case.

Hope someone can help me through this and make sure I got paid.

Many thanks.

Dear kod1,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

Thanks for getting back to me, it is just worried since I have the experience that some casino cancelled my winnings after I won 10000 pounds. So I am afraid this happened again.

I do not know the guru forum before or I would have come for help last time.

They said they will give me a response today and let me wait and I will have an update on the case.

Thanks for your help,

Best regards,

Dear Pingchuan,

We have received feedback for our compliance department and the decision was made to cancel your winnings because you have breached several terms and conditions 4.7, 5.1.1, 8.1, 8.2, 8.3, which can be viewed here https://chipstars.bet/legal/terms-and-conditions .

As we cannot accept players from your jurisdiction and you provided us with false personal data, we have no other way to solve this.

We will not ask for a refund of the withdrawn funds exceeding your deposits, the final transaction of 2,238.00 Euros was also cancelled and will not be processed.

Your account will remain permanently blocked, please keep in mind this decision is final and made by the management and will not be discussed any further.

We wish you all the best.

Sincerely,

Tom Johnson

SUPPORT AGENT

Email: info@chipstars.bet

Website: www.chipstars.bet

They just cancelled my winnings and blocked my account

I deposited much more than I withdraw

SO bad

It is so unfair that my account was verified and I sent all the documents

Finally they took all my winnings and deposits and said they do not accept players from uk

that's so bad

My account has been verified on 28th of July.

All my deposits and withdraws have been successful during the past week.

But suddenly it just say I violate their rules and permanently block my account.

I feel so bad about this and I can not believe this casino is under recommendation and has such a high score.

Thank you for your reply, kod1. Do I understand correctly that you have only focused on sports betting?

Moreover, could you please provide more information regarding the issue with false personal data? Have you provided any incorrect personal information?

Dear kod1,

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.

Hi,

I am currently in UK but I am from China, so I registered saying I am from China.

I double checked with their customer service whether they accepted customer from UK and I got the "Yes" Response.

Then I upload my UK address since I have bought property here,

And my account was verified, that's the reason I keep depositing money in.

Then they said it's not accepted.

If my account was not verified, I will not play there anymore

It made me so sad.

Do I understand correctly that you verified your account with UK documents?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I would mainly like to see the message in which the casino informed you that UK players were accepted. Thank you in advance.

OK no problem,

During the weeks I am playing in the casino

I have checked many times that my account is OK and my money is safe,

But when I won a lot, they just blocked my account

It is very obvious that they have verified my account and that is the reason I can place bet there

Dear Kristina,

We have some restrictions on how much data and information we can share on public forums, so I will best keep this as brief as possible.

To address a few points:

• All the deposits and beyond have been returned, in form of withdrawals. The player may keep the surplus
• There is no log of any chat where the player was told by support that we would accept UK players that we could find, however, we could find further evidence that this has not happened as reported.

Regarding the verification, we are using an external 3rd party provider for simplified initial verification, which is just a very basic verification. Once higher transactional thresholds are reached, we apply an extended due diligence procedure and upon checking the details further, the fictitious data was discovered.

Thank you Chipstars Casino for shedding more light on this case. Could you please share more information about the fictitious data? If these details cannot be shared publicly, feel free to forward everything to kristina.s@casino.guru. Thank you in advance.

Dear Kristina,

We have just sent you the email from a chipstars.bet email account with all the details.

Kind regards

kod1, this casino does not accept UK players and there is no option to register an account from the UK. Since you chose China when creating your account and played from the UK it seems it is clear you used the incorrect country deliberately to overcome the casino's country block. Despite you originally being from China, you said you now reside in the UK which is a restricted country. I am sorry, but since you provided the wrong information about your country during registration, there is nothing more we could do for you.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.