Chipstars Casino - Player's deposit has not been credited.

This casino has not credited my deposit since March 21st. I made the deposit via a bank card through a p2p money transfer. For the 4th day now, they're telling me that a specialist will contact me soon. Please help.

Dear englevaaa, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Dear player and community,

We are still waiting for the reply from the payment service provider, they have told us they need another 2 business days to verifiy the payment, we will keep the player updated as soon we receive a response, there is nothing else we can currently only wait for the payment providers response.

We thank you for the patience and rest assured you will be made whole.

Your Chipstars team.

Dear community,

We have received feedback from the payment provider.

They have informed that the player has provided us with a doctored proof of deposit, which we consider as malicious fraud. The transaction definitely did not happen as presented and we have been left with no other choice than to ban the player.

Kind regards,

Your Chipstars team

Dear englevaaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I want them to provide an extract

Thank you very much, englevaaa, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 englevaaa,

I absolutely appreciate that you shared your experiences with the Casino Guru team.

Dear player and community,

It is surprising that the player is requesting an extract after providing what was a fabricated proof of payment.

I have requested an official email from the provider, but I cannot guarantee a statement due to the nature of how p2p networks operate.

We will keep everyone updated and thanks to everyone for their patience and understanding.

Your Chipstars team

DearChipstars Casino team,

thank you very much for your cooperation. I am extending the timer by 7 days. Please, let me know if you need more time.

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 community,

Here is the email from the provider, this transaction never happened and everyone involved knows full well of this.

Email without the edits sent to CG via interal communication as well as futher supporting documents.

Kind regards,

Chipstars Team

Dear englevaaa,

I confirm receiving valid evidence supporting the casino claims; I have no choice but to reject your case. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Kind regards, Jozef

jozef.k@casino.guru