The player from Russia had successfully passed KYC and turned a $400 deposit into $856 but encountered issues when attempting to withdraw his winnings. The casino had requested additional verification, including a notarized passport and income information, which he refused, leading to accusations of being a scammer from the support team, and they subsequently denied his request to return his deposit. The Complaints Team determined that without cooperation in providing the requested documents, assistance could not be offered, and the complaint was ultimately rejected.
Chipstars Casino - Player’s account is labeled a scammer.
Amount: $856
Chipstars Casino
Safety Index:HighSafety Index
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8.3
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Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hi! I made an account with them, passed KYK, replenished and started playing, I managed to turn my $400 into $856, then I decided to make a withdrawal, to which I received a letter with additional verification in which they ask to provide a notarized passport and provide them with my place of work and how much I earn, to which I refused them because they have no right to request such information, I asked them to simply return my deposit of $400 to me, so after that their technical support called me a scammer and gave me a scammer mark, I have evidence of this, and they refuse to return my money to me
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1 month ago
Dear Gasbek,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and the casino didn't request any unreasonable documents. Many casinos ask for notarized documents and the vast majority of online casinos request proof of income.
I recommend that you provide all the required documents as soon as possible, otherwise we won't be able to assist you.
Thank you in advance for your understanding.
Best regards,
Kristina
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1 month ago
Translation
I am the rightful owner, what they are asking is inappropriate, I do not want to provide such personal information, I ask that they simply give me my deposit, let them keep what I won!
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1 month ago
Thank you for your reply, Gasbek. I am afraid that if you refuse to cooperate we won't be able to assist you further. Please, let me know how you wish to proceed.
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1 month ago
Translation
Kristina, notary services are paid, I don't see the point in spending my money on what they want, to provide documents that I don't have, I'm ready, I've already sent them to them
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1 month ago
I apologize, but we won't be able to assist you further. If you decide to provide all the required documents and the casino still refuses to verify your account, feel free to reopen this complaint and we will try to investigate further.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
