Chipstars Casino - Player’s account has been blocked.

I requested a withdrawal at Chipstars, and they asked for KYC. They verified it immediately, and then they blocked my account for bonus abuse. I never used any bonus; I played everything with real money.

Dear Juanaalarco,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you never played with a bonus in Chipstars Casino? Have you ever activated any free bonus, free spins, welcome pack, or deposit bonus?

 Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I never used any bonus, no one in my family registered and I only played slots and casinoenvivo

Thank you very much, Juanaalarco, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Juanaalarco for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Chipstars Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello,

We would like to inform you that our system has detected evidence of activities that violate our casino's terms and conditions, specifically the use of multiple accounts. We have proof that multiple accounts have been created using the same device ID and IP address.

Please let us know how we can further assist in resolving this issue promptly.

Thank you!

Thank you for the update Chipstars Casino representative. Would it be possible to provide me with the evidence in my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the information Chipstars Casino representative.

Dear Juanaalarco, the casino has provided me with extensive evidence of bonus abuse. We believe the steps the casino has taken are justified and will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter