Chipstars Casino - Player's withdrawal is delayed.

Hello, I would like to lodge a complaint regarding Chipstars Casino. As to date, they haven't withdrawn my funds amounting to exactly 460.32 USD. My account has been verified and I have already reached out to the casino. They informed me that it would take 30 days to address my concern once the required documents had been submitted, but it's been over 30 days now. Afterwards, they told me they needed three more days but those extra days have also passed. When I tried to contact their live chat, they just told me that my issue hasn't been resolved yet. I honestly don't understand what's going on. Everything is in order with my account, but it seems like they're disregarding me and refusing to pay me back. Note that I didn't use any bonus. I do hope Casino Guru can look into this matter. Thank you.

Dear LUCIO16,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• 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?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than six weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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.

Hello, I answer the questions:

-if my withdrawal is pending in my account.

- According to them, my account is undergoing additional verification that is why they do not process the withdrawal but all the additional documents have already been sent and the time established by them has also passed.

-It's not a system problem, they're just reviewing my account.

-I did not use any bonus, everything is real balance.

Thank you very much, LUCIO16, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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 LUCIO16,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Chipstars Casino’s representatives to join this discussion in order to resolve this issue.

Dear Chipstars Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Dear player and community,

We have concluded this case and we have been left with no other option that to permanently ban the account and refund the deposits made by the player, which has already been paid.

The reasons for this are the following:

• Players game play was flagged by our sportsbook providers fraud team, which then triggered a SOW procedure
• That SOW procedure led to the finding that the player is playing above his financial means and the activity exceeds our risk apetite
• The Sportsbook breach constitutes a severe breach of our terms and condition

We hope this clarifies everything and we wish the best to the player.

Your Chipstars Team

Thanks for the help, but it took more than 40 days just to tell me that they are going to refund my money, which I can't do anything since they are the ones who have the money and I only have to accept their terms but to date I don't care either. They have refunded the deposits, this is clearly mistreatment since not even they themselves can meet their deadlines. They told me that in 30 days they would solve the problem but nothing and I have to be looking for help like casino guru since otherwise they wouldn't help me either. They would listen, I just hope they can return my deposits, thank you!

Dear LUCIO16,

Could you please notify me once your deposit has been refunded?

Thank you in advance!

Best Regards,

Jakub

Dear player and community,

We confirm the player has been paid, the funds are already on his account.

Kind regards,

Your Chipstars Team

Dear LUCIO16,

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.

Hello, I received a payment of 215 USD from a certain Josip Mikulic. I don't know if this payment is from Chipstars casino. Furthermore, my deposits were for 227 USD, with a difference of 12 USD, but I just want them to confirm if that deposit was sent by them to give Thank you for closing the case!

Dear LUCIO16,

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 for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Jakub