The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The casino representative had informed that the delay was due to a gameplay check for larger wins and the requested amount was larger than the weekly payout limit. The casino had then paid the withdrawal and the player confirmed the receipt of the payment. We marked this complaint as 'resolved'.
Chipstars Casino - Player claims that payment has been delayed.
Amount: £5,000
Chipstars Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Withdrawal request is being delayed.I have spoken to live chat who are saying they are having problems with payment provider delaying payment and payments will be made tomorrow or day after. Not sure if they are being truthful hopefully they are . Time will tell.
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7 months ago
Dear mrgazza,
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
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7 months ago
Dear player and community,
We would like to inform that the withdrawal was now paid and the reason for the delay was a little gameplay check for bigger wins and the initially requested amount was bigger than the weekly payout limit, which was not communicated as fast it could be.
Kind regards,
Your Chipstars team.
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7 months ago
Hi All
I can confirm a payment has now been made. The weekly withdrawal limit at this casino is lower than stated on casino Gurus site As well as other sites.
Which is what I looked at now I know after reading the payout out page.
All seems to be good now. Just have to wait a week for rest of money.
Chipstars casino contacted me direct to inform me of the situation which was good of them to do so. Hopefully I can continue to play at chipstars in the future.
kind regards
Gary
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7 months ago
Dear mrgazza,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
