HomeComplaintsChipstars Casino - Player’s account has been closed due to multiple accounts allegations.

Chipstars Casino - Player’s account has been closed due to multiple accounts allegations.

Amount: €57

Chipstars Casino
Submitted: 16 Jan 2025 | Case closed : 24 Jan 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from India faced account deactivation due to a name issue in their profile, which led to a ban for alleged multiple accounts, a claim the player denied. As a result, they were unable to withdraw their deposited amount. The Complaints Team concluded that assistance could not be provided because the name in the casino account did not match the player's identity documents, violating the casino's terms and conditions. Consequently, the complaint was closed.

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I didn’t have multiple account on chipstars.bet my problem was wrong name in profile for that I asked this on support instead of solving my problem they banned me and deactivated my email for multiple account but I don’t have any multiple account and for that reason I cannot withdraw my deposited amount

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Dear roysinha2005, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

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 advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Can you please explain the problem with the incorrect name in your casino profile? Did you have someone else's name on your profile, or was it just a small typo in your real name?

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

Best regards, 

Veronika

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Do you have any identity documents with your other name, or do you use your mother's surname only in your casino account? Please note that in order to verify your identity, the documents you submit for verification must match the data on your identity documents officially issued by the government.

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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I'm sorry to inform you that since the name in your casino account does not match the name in your identity documents, we are unable to assist you further with this complaint.

When playing at an online casino, it is crucial to provide accurate and truthful personal information that can be verified using your government-issued identity documents. Unfortunately, using a different surname that is not supported by any official documentation violates the casino's terms and conditions.

Due to these reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not assist you further in this instance, but please do not hesitate to reach out if you encounter any other issues with this or any other casino in the future.

Best regards,

Veronika

Casino.Guru Complaint Resolution Center

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