Chipstars Casino - Player’s account has been closed due to fraud accusation.

Dear Casino.guru Team,

I am reaching out for your assistance with an unresolved issue involving Chipstars that has escalated beyond reasonable measures. Initially, I made a withdrawal of €200 without any verification process, which was processed successfully. However, when I attempted to withdraw another €200, the casino requested KYC verification, which I completed and submitted as required.

After the standard KYC process, the casino then requested a notarized copy of my passport—a highly unusual demand, but I complied and provided it. Following this, they asked for even more sensitive information, including details of my last three withdrawals and other private financial information. Despite providing all requested documents and answering every question they posed, the casino ultimately accused me of fraud without presenting any evidence to support this accusation. My funds were seized, and my account was blocked, preventing me from even logging in.

This situation feels unfair and unjust, as I have fully cooperated with every request from the casino, going above and beyond the standard requirements. I am reaching out to Casino.guru as a trusted mediator in the hopes of either recovering my funds or receiving a justified explanation, backed by evidence, for these actions.

Thank you for your attention to my case. I trust that, with your assistance, Chipstars will be held accountable for fair and transparent customer treatment.

Dear tajper13,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with Chipstars, and I understand your frustration with the situation.

To better assist you and understand the details of your case, could you please provide the following information:

• Can you confirm when the second withdrawal request for €200 was made and when the KYC verification process was initiated?
• Do you have any written communication from Chipstars where they accuse you of fraud, or where they explain the reasons for blocking your account and seizing your funds? If yes, please forward it to petronela.k@casino.guru.
• Did you receive any specific instructions or reasons from the casino about why a notarized copy of your passport was required?
• Can you also confirm if you were able to withdraw any funds after completing the KYC process for the first €200?

Your cooperation is essential for us to proceed with this case and to seek a resolution. Without your input, we won’t be able to effectively mediate with the casino.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you for your response and assistance.

1. Unfortunately, I don’t have the exact date of my second withdrawal request as I can’t access my account, but I received the first KYC message on October 10, 2024. So, my second withdrawal was likely requested about a month ago, with the first withdrawal around early September.
2. I have forwarded the email I received from Chipstars to your address.
3. No, this was a second verification after my initial KYC process, which was successfully completed. I’m not sure why they asked for further documents, as their request was very extensive:

Copy of a notarized ID or Passport

Selfie with ID or Passport and User ID on a piece of paper next to my face

Proof of address (document not older than two months, such as a government document, credit card statement, bank statement, or utility bill)

Additionally, they asked for one of the following:

Last 3 payslips

Last tax return

Savings account bank statement

Plus, they required answers to these questions:

Job description and employment date

Annual gross and net salary

Confirmation of using personal funds to deposit

Any other sources of income

I find these requirements quite unusual, as no other casino has ever demanded such information.

I withdrew the initial €200 without any verification, completed the first verification successfully, and since then, have been unable to withdraw anything. Instead, they required this additional verification.

Thank you again for looking into this, and I hope we can resolve this matter promptly.

Best regards

Thank you very much, tajper13, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear tajper13,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Chipstars Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Chipstars Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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 Kubo,

We wanted to inform you that we have already notified the player via email that their account has been closed due to a breach of our terms and conditions.

Our sportsbook provider detected gameplay patterns indicative of fraudulent activity. As a result, the player has been flagged and added to the "Trading Analyzing" group.

Please note that the initial deposit has been refunded through the player's previous withdrawals, and no further refunds will be issued.

If you have any questions or need further assistance, please feel free to contact us.

Best regards,

The Chipstars Team

Dear tajper13,

I regret to inform you that, since your issue is primarily related to the sports betting section of Chipstars Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case.

If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Kubo