Chipstars Casino - Player's withdrawal has been delayed.

I have requested a withdrawal for 2 months now. In fact, since 14.05.2023 my request has been on hold. I contacted them and they asked me to be patient as my withdrawal request is pending. I still haven't received my money and the casino has stopped communicating. The withdrawal concerned how much of 2000 euros and my total balance is 4178.

Dear LAMPROS95, 

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. Have you made any successful withdrawals in this casino before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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

Dear Veronica,

A total of 2100 euros were deposited, and 2 successful withdrawals have been made so far. A withdrawal of 600 euros and another 1000 euros. I have completed my casino registration and all my documents have been certified. I have never used any bonus.

Best regards,

Lampros

Thank you very much, LAMPROS95, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you LAMPROS95 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Chipstars Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear player and Casinoguru team,

As reported via internal communication with Casinoguru, there is more to this than the player has reported, we cannot disclose everything, however, we can disclose that there is a gameplay check pending, linked accounts and the KYC was not sufficiently completed yet. We are working on resolving this issue as fast as we can and we depend on third parties for some of the information.

Kind regards,

Chipstars

Dear LAMPROS95, we would like to ask you to finish your verification check and kindly be patient while the gameplay check is conducted.

Thank you in advance!

Good Evening,

My account has been validated for some time. Proof of this is the two successful withdrawals that took place. One on 4/20/2023 for the amount of 600 euros, and the second successful withdrawal was on 4/30/2023 for the amount of 1000 euros. However, it seems that after contacting Casino Guru, Chipstar set my account as unverified. I contacted Chipstar many times about the withdrawal request and they always asked me to be patient, they never told me that my account is not verified. A while ago I logged into my profile and re-uploaded my proof of address, and my ID. Account validation status appears to be pending.

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 Casinoguru team,

There are still some investigations pending on this case, we hope to resolve this in a timely manner, please keep in mind that we rely on both the players collaboration and 3rd parties to establish the whole picture.

Kind regards,

Chipstars Team

Dear Chipstars Casino Team, thank you for the update. I will set up another 7-day timer with an automated response so let us know when the investigation will be finished.

Thank you in advance!

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 Casino Guru team,

While this player has been collaborative to a degree so far, we are still awaiting replies from 3rd party providers and other involved play accounts.

We are working on this as fast as the rather complicated circumstances permit and we will inform you about the details which cant be shared in public via our communication channel.

Kind regards,

Chipstars Team

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 Casinoguru,

We have concluded this case and the decision was made that the player and further involved accounts have been banned.

The main breach is covered by https://chipstars.bet/legal/terms-and-conditions

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"If a user did not use their own funds to top up their bank accounts, crypto wallets and e wallets and/or does not use their own payment instruments, an enhanced due diligence procedure with Source of funds requests is mandated. If these documents are not provided within 2 weeks of their request, the account will be permanently closed and the deposited funds will be refunded to the origin of the funds if applicable. If the funds have been lost, this does not always apply and is subject to the payments teams decision as well as management."

Further, there was another account which was operated by the same device, playing the same games and using the same payment method which had provided false or ficitious details, the second account was not responsive to our requests and has been closed. There is no refund to be done, the player managed to withdraw more than he deposited with us.

Kind regards,

Chipstars team.

Thank you Chipstars Casino for the update. 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.