The player from Austria, who self-identified as having a gambling addiction, was able to reopen their account before the end of their self-exclusion period, resulting in monetary loss. The case was rejected since, based on the all information provided, the origin of account closure was different.
Chipstars Casino - Player's account was reopened despite active self-exclusion.
Amount: €1,400
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hello,
I had my Chipstars account suspended for 6 months and then banned due to gambling addiction.
However, it was possible for me to reopen my account before the 6 months had elapsed.
The following is stated on Chipstars' website:
Games & More BV is dedicated to giving our players a safe and enjoyable gaming experience. If you opt for self-exclusion, your gaming account with Games & More BV will be immediately self-excluded for the selected period. This implies that you won't be able to login, deposit or play with Games & More BV while self-excluded. Please be aware that you will not be eligible to reactivate your account until your chosen self-exclusion period has ended.
According to their own terms and conditions, it should not be possible to reopen an account before the exclusion period has ended.
Having lost money again, I subsequently got myself banned due to gambling addiction.
Just a few days later, I was able to reopen my account.
Both the customer chat support as well as my VIP Manager reopened my account despite there being a ban for gambling addiction.
I can prove all of this. I have screenshots. I also have screenshots of myself telling my VIP Manager that I have a gambling addiction and want to reopen my account. My account was reactivated within minutes.
Chipstars is thus seriously contravening player safety if a player with a gambling addiction is unable to permanently suspend their account.
I even wrote to the chat and the VIP Manager, asking why they had reopened my account despite the ban for gambling addiction. Their response was that they had credited me with a €10 bonus. Just imagine that.
No casino has neglected player safety as extremely as Chipstars so far. I've documented everything and have proof of it, and so I'm demanding a refund for my deposits after my ban. The 6-month ban should never have been lifted.
Both the VIP Manager and the Chat Support openly admit that they reopened my account despite a gambling addiction ban and assert to me that this does not violate any policies.
This not only contravenes the policies of the licensing authorities, but it is also morally reprehensible to allow a person with a gambling addiction to continue to play, knowing full well that this person is a gambler and therefore cannot control themselves.
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9 months ago
Dear Malaga,
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. Do you currently have access to your casino account?
Could you please forward me your self-exclusion request? If there is any other relevant communication between you and the casino, please forward it as well. My email address is kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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9 months ago
Translation
Hello
I just sent you screenshots.
So that this is not so confusing, I will give you a chronology of the processes, which you can also see on the screenshots.
- I blocked my account and specifically mentioned that I want a permanent and permanent ban for 6 months. The chat then said that I can only do this in the system itself. The chat then opened the account very briefly and I chose the permanent ban for 6 months directly in the system, as can be seen from the screenshots.
- Despite the permanent ban, the chat reopened my account before the 6-month period expired. This clearly contradicts their own terms and conditions.
- As a result, I lost a lot of money again and therefore had my account blocked due to gambling addiction, as can also be seen several times on the screenshots.
- My account was reopened despite being banned for gambling addiction. All I had to do was answer a few questions and my account was immediately open again.
- On a screenshot you can see a conversation between me and my VIP manager on Telegram. This conversation is in German, so I will translate this for you.
Me: I blocked my account for gambling addiction, but I didn't want that. And would like to reopen my account. Is this possible?
VIP manager: Dear xxxx in this case you need to contact support. They will send you a questionnaire that you will need to fill out in order to reopen your account.
Me: but the support says i need to contact my vip manager
VIP Manager:I will send you an email to fill out.
Me: No, thanks, I'm ready to write with the support.
VIP Manager: Thats great.
Me: can i have a bonus for a good restart?
VIP Manager: the bonus is already waiting for you in your account. Welcome back.
So here is clear proof that my account was immediately reopened. And this despite the fact that I had previously chosen a permanent ban with no possibility of reopening and then even blocked my account because of gambling addiction. In both cases, the account should never have been reopened.
The option of a permanent ban and the option of a gambling ban have good reasons and are intended to protect players, so that people like me who have a problem with gambling are protected.
What's the point of a permanent ban and an addiction ban if the account can be opened again immediately. This clearly violates player protection.
Both the chat and my VIP manager were informed of my gambling addiction and I kept opening the account against all the rules.
I therefore claim back my loss of €1,400 that arose after the reopening. I have never seen a casino violate player protection in such a way and even not take bans for gambling addiction seriously.
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9 months ago
Thank you very much, Malaga, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
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Hello
When will this case be processed here? I have already sent many screenshots that clearly support my statements.
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9 months ago
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Hello
Why don't you help me? My account is still open at Chipstars and I was able to deposit and gamble money (€23) again today. I have sent this complaint to both support and my vip manager and still my account is still open and you guys at Casino Guru are just not helping me.
My accounts are blocked at almost all casinos, so I can no longer gamble away any money. Only Chipstars doesn't give a damn about a ban and they still let me play and deposit.
It would be really nice if someone could finally take care of this case. I've already sent Jozef an email, but still haven't gotten a reply. What's going on here? Why is my complaint being deliberately ignored here?
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8 months ago
Dear Malaga,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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8 months ago
Dear Casino Guru team,
From what we have investigated, everything was done according to our TCs in this case.
This account is closed and we will send you the correspondence via email, as that information cannot be shared on the web due to data protection regulations.
Kind regards,
Chipstars team.
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8 months ago
Translation
Dear Chipstars Casino.
I have already forwarded the screenshots to Casino Guru which clearly prove that you did not follow your own terms and conditions.
You guys reopened my account after it was permanently banned. You guys reopened my account after it was banned for gambling addiction.
There is proof of all this, clear screenshots of chat histories with support and the VIP manager.
It's one thing that you made a mistake, but that you're still lying now is really unsurpassable in terms of audacity. You let a gambling addict play with you out of sheer greed for money and my screenshots prove it and believe me I will do everything possible to get you to pay me back my money which you are unjustly withholding.
I now ask Casino Guru to give a clear answer as I have sent Casino Guru the proofs and there can be no two opinions here. I can prove everything I write.
Therefore, I expect Chipstars to pay me back the money lost after the ban.
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8 months ago
Translation
On the first screenshot you can clearly see that I have blocked my account due to gambling addiction and the support also confirms this. On the second screenshot you can see how the support reopened my account just a few days later. I just had to answer a few questions. A ban for gambling addiction has to be permanent, otherwise it makes no sense.
I hereby allow Casino Guru to make these two screenshots public so that everyone can see how the casino is lying here.
I have more screenshots and I have already sent them to Casino Guru. For example, I also informed my VIP manager that my account is blocked due to gambling addiction and he also offered me to reopen my account immediately.
I therefore strongly advise Chipstars to transfer the money to me immediately. The evidence is very clear. The more Chipstars delays, the more their reputation will suffer as responsible gaming is a very serious issue.
Reopening an account that has been banned for gambling addiction is the worst player protection breach imaginable.
Everyone will see it the same way. You can make a mistake and Chipstars clearly made it. But then you should fix the error quickly and transfer the money back. But now also lying, really shows how dubious the casino is here. Just transfer the money back to me and the error would be fixed. But stop lying. The evidence is very clear on the table.
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8 months ago
Dear Chipstar Casino team,
Thank you for your cooperation. Could you please clarify why the account was reopened after it was closed due to gambling issues?
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8 months ago
Dear Casinoguru Team,
We have provided you with the details for this case via internal communication, please review there, once done, we would like to release a final statement on the matter. We reiterate that everything in this case has been handled in accordance with the TCs.
Kind regards,
Chipstars Team
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8 months ago
Translation
How is it not against TCs to reopen an account that was banned for gambling addiction?
I even have a screenshot with my vip manager writing verbatim that my account is closed due to gambling addiction and within minutes my account was reopened. I find it really frightening how gambling addiction is dealt with here and how Chipstars enriches itself financially on the backs of gambling addicts.
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8 months ago
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I would be really grateful if this case were finally processed. I think the evidence is on the table and the case is absolutely clear. Chipstars has clearly violated player protection and as such I expect Chipstars to promptly remit the illegally withheld funds.
It is absolutely outrageous to still claim that everything was legal. I have screenshots from both the live chat and the vip manager where I make a special mention that my account was banned for gambling addiction. Also, I have already posted the screenshot which clearly shows that I have banned my account for gambling addiction.
So I don't like it at all when mysterious things are going on here behind my back. This is my data and I also have the right to view this data and to comment on it. Although that is not necessary anyway, since my screenshots clearly clarify the situation.
It has now been 16 days, although my evidence has been there since the beginning. The casino doesn't even want to comment publicly, which is only more dubious.
I am therefore now asking Casino Guru to ask the casino to compensate me for the damage and thus send my money to my Neteller. That's the only fair solution.
The casino, fully aware of my gambling addiction, reopened the account. It's so morally shabby it's hard to put it into words. The fact that the casino is so bold and seriously thinks that everything was in line with the TCs is a bad joke.
Please Casino Guru, step in now.
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8 months ago
Translation
Hello
I don't quite understand why it's taking so long?
Jozef, you have already noticed it yourself and wrote this:
"Dear Chipstar Casino team,
Thank you for your cooperation. Could you please clarify why the account was reopened after it was closed due to gambling issues?"
I mean, the question of why doesn't even matter. It's a fact, and you already said that yourself with this question, that Chipstars opened the account that was blocked due to gambling addiction. And there is not a single reason to open an account that is banned for gambling addiction. Not a single reason.
The account was opened despite being banned for gambling addiction. That's fact. So what's not to think about here?
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8 months ago
Dear Malaga,
Thank you for your patience throughout the resolution process. I have been in direct contact with the casino representative and have received a thorough explanation of the situation.
Firstly, I want to emphasize the seriousness of gambling addiction and the need to address it appropriately. When a player informs the casino about their gambling problem, the casino should promptly close their account without the possibility of reopening. However, if the closure was for a different reason, it is common practice to reopen the account and welcome the customer back, as many closure requests, even permanent ones, are often due to temporary dissatisfaction or bad luck that can change over time.
In your case, your initial account closure was unspecified, and the casino had every right to reopen it. The second account closure was questionable, as your conversation and requests for closure seemed to stem from being unlucky and a desire to receive a bonus rather than genuine gambling difficulties. Please refer to the screenshots below for reference.
Although you mentioned gambling addiction during the conversation, considering the overall context of the conversation and your history of communication, including your WhatsApp conversation where you expressed a desire to reopen the account, you never indicated that you were experiencing any gambling difficulties. While it would have been best not to reopen your account, I can understand why the casino team made that decision.
Concluding the information above, I am very sorry, but I believe you are not entitled to receive the refund, and I am forced to close your case. If you do experience gambling problems, I highly recommend reaching the casino team and informing them directly, since based on their information, your account is still open.
You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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