Chipstars Casino - Player’s withdrawal delay due to casino investigation.

Hiya,

I placed 22 bets and played some slots and roulette during one afternoon of gambling. It was the 1st time I'd used the site.

I then tried to withdraw the money and have been told to wait while they investigate. Most of the winnings were from the roulette so I have no idea what it is they are trying to look at. Also, they asked at one point for some ID but would only accept a notarized passport. An absurd request, of course.

Eventually after complaining on another forum they withdrew the notarization request but have still not sent any money weeks later, and have not communicated with me at all either. I do not know what to do going forward. 

Here are screenshots of every single activity I've ever participated in on Chipstars.

Dear brassnuts,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you received any feedback regarding the status of your verification?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is the withdrawal request still pending in your account?
• Could you please share your attempts to resolve the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hiya,

The casino just state that they're investigating the sports bets. They offer no reason as to why exactly. I am apparently fully verified and they require no extra documents now.

The withdrawal has been pending just because of the investigation. The sports bet is only a fraction of the winnings. Most of what I am owed is the initial deposit, the roulette win.

The withdrawal is pending, yes.

I just received this email from them, literally 2 seconds ago. They now want to know how I sent money to my crypto wallet, and how I accumulated that money...

Hiya,

They are just using delay tactics everytime. They come up with new reasons each time they reply. First it was verification, then it was investigation of the sports bets, now it is onto crypto account verification. Again, it is just pure delay tactics.

More detail on this is available in this AG thread:

https://forum.askgamblers.com/topic/16581-chipstars-and-allowing-your-reviews-to-remain-viewable/

Thanks for the additional information.

If the casino investigates and potentially refuses to pay you because of your sports betting activity, please let me emphasize we might not be able to help. Sports-betting-related issues are outside of our expertise, and we can't judge such complaints competently.

We can refer you to services that specialize in sports-betting-related issues. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear brassnuts,

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.

Just to update. I've emailed them most days simply asking for an update but so far there's been almost radio silence. Atm it's been 8 days since their last reply.

I had a reply. Bare in mind I used their site very briefly, for just one afternoon. I deposited just once via crypto, much like every other customer who uses their platform. Also bare in mind this is about the 5th or more different type of information they have requested. It's clearly just some delay tactic or attempt to entirely excuse themselves from paying based on absolutely nothing at all.

The risk team has checked your screenshot and is informing you that the information from the screenshot is not relevant enough.

We need to see all the data and names on how your crypto account was funded and all the statements about where the funds to your bank account have been coming from.

Without that information, it is not possible to conclude the case. Please be so kind and provide us with these.

Kind regards!

Sincerely,

Ana Taylor

This player has been through the same thing as me. The casino rarely even communicates with me now. It seems like this is just a loss for everyone. You should seriously consider removing your review of Chipstars, particularly considering how positive it is.

https://casino.guru/chipstars-casino-player-s-winnings-are-confiscated

Thanks for your comments,

Did the casino complete the investigation of your sports betting activity?

Do I understand correctly that the issue pertains to the verification of your identity and the payment method used?

Any clarification regarding the issue will be much appreciated. If you received any communication from the casino it would be helpful to share it here in the complaint thread or send it to my email at tomas@casino.guru

Hiya,

The sports betting issue is resolved but they have since asked for absurd amounts of verification. It's just a clear delay tactic. They take approx one week to reply and usually they come up with some new demands every time. There most recent demand is literally impossible to produce given that i made one single deposit there from a crypto account that doesn't show the data in the way they want it. It just shows crypto addresses... they are a crypto based book so they are obviously fully aware of this and are simply attempting to scam their way out of the situation. This is what they asked for:

We need to see all the data and names on how your crypto account was funded and all the statements about where the funds to your bank account have been coming from.

Without that information, it is not possible to conclude the case. Please be so kind and provide us with these.

I sent them 3 months worth of bank statement. My crypto account just shows the amounts transacted and the address they were sent to and came from. They were not happy with that however.... So is just them knowingly demanding the impossible hoping that i give up.

Chipstars have contacted me and will, apparently, be paying the money on Monday. I will post again once the funds have been received.

Dear brassnuts, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear players and community,

We are happy to say that this has been amicably resolved, the case started a bit unlucky.

The history was that the player got flagged for sportsbook fraud by our provider, which in turns triggers an extensive KYC procedure based on the regulators SAR/STR provisions, which we have to abide by.

Goes to show, the winnings of the player came from Live Casino and the sportsbook game play was negligible, therefore, management has intervened and cut this short. The player was paid , account remains open and we have also given him a generous gift as compensation for the long handling procedure.

Kind regards,

Your Chipstars Team

Hiya,

Yes I can confirm all of the above is true. This has all been resolved fairly and I am happy.

Thanks to Chipstars for getting to this point.

Dear brassnuts,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Chipstars Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru