Chipstars Casino - Player's withdrawal request is delayed due to verification.

Good day, dear experts!

I have encountered a problem with withdrawing funds from this casino. After accumulating a sum of 1067 euros, I wanted to withdraw 50 euros. My withdrawal request remained unprocessed and unapproved. I contacted customer support and was informed that I needed to verify my account, which required a substantial number of documents. I provided everything that was requested from me.

At this stage, whenever I reach out to customer support, as my withdrawal request is still not approved, they tell me that I have submitted the necessary documents and they are undergoing the verification process. A considerable amount of time has passed, but the withdrawal is still not approved. I am ready to cooperate and provide any necessary information. If you could address this issue with the casino, it would be greatly appreciated.

After reviewing complaints from other players, I see that my case is not the first. With my complaint, I want to officially record my concern and I am ready to cooperate until my withdrawal gets approved.

When I ask, "How long do I need to wait for verification?" customer support does not provide an answer and keeps avoiding the question.

I hope for a favorable resolution to my complaint!

Dear Antonymas, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino yet?

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, 

Veronika

I provided the documents by uploading them to the support chat. They were accepted for processing and informed that they had been transferred to the appropriate department. From time to time I contacted to find out about the result, and the answer was: "The documents are under consideration, we will contact you."

I sent support a photo of both sides of my passport ID, a selfie with my passport ID, a selfie with my passport ID and the casino login written on paper, and a bank statement.

I asked, "Do you need anything else?" They answered: "No, please wait for the review."

The last document was sent on September 12.

Thank you!

Received a message from casino support with the text:

"We are writing to inform you that our verification department has informed us that we are still missing a notarized document required to verify your account. In addition, we have not yet received answers to the following questions:

What is your job description and how long have you been working at your current company?

What is your annual gross and net salary?

Do you use your own funds to deposit funds into our account?

Do you have other sources of income?

According to the rules of Chipstars Casino

1. the rule has been violated

$0 - $2,999* - Basic authentication required Due Diligence Documents

2. The following rule was violated, they demanded documents that are not on the list, and they cannot demand them

Moreover, please note that my account was replenished with an amount of about 1000 UAH (which is approximately 22 euro). I mean, about excess income. There can be no talk of any money laundering.

Please connect a Chipstars casino specialist.

According to the Terms and Conditions of Chipstars Casino:

5.4. In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that You provide us with a notarized ID or any equivalent certified ID according to the applicable law of Your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references including tax returns and source of wealth documents and in some cases, a phone verification. Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by You in relation to the Account or we may, where we reasonably believe that deliberately incorrect information has been provided by You, keep any amount deposited on the Account following the closure of the Account by us.

Please understand that the casino is within its rights to request additional documentation and information from players when deemed necessary. We strongly recommend cooperating with the casino and answering their questions as thoroughly as possible. Additionally, ensure that you provide the notarized document or any other required information to avoid further delays in your account verification process.

I made a notarized copy at the notary and sent everything.

Thank you for your reply. Has the casino sent you any statement regarding your verification? If you have any communication between you and customer support that could be relevant to the investigation of your case, please forward it to me at veronika.l@casino.guru. Your patience and cooperation is greatly appreciated.

Good day!

I sent you a correspondence by mail. At the end of the letter, casino support replied that they would respond within 24 hours.

However, no one responded and I received no information.

Please connect Chipstars Casino to the cause!

Sincerely!

Thank you very much, Antonymas, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Hello Antonymas,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I understand your dissatisfaction with the whole situation, sometimes the verification takes a bit longer as the casino team needs to verify the documents. I will contact the casino to shed more light on this matter.

We would like to invite Chipstars Casino to join the conversation.

Dear Chipstars Casino,

Can you please provide us with a timer frame when the current checks are expected to finish? What can be done to speed up the whole process? If there are any information that cannot be shared publicly please forward them to me at michal.k@casino.guru

Hi Michal,

I would like to clarify the reason for triggering the Source of Wealth (SOW) procedure in relation to the player under review. The player was flagged by our sportsbook provider as "professional," which constitutes a clear breach of our terms and conditions. As a result, we promptly initiated the SOW procedure to comply with our internal policies.

Additionally, we have sent you an email with further details regarding this case.

If you have any further questions or require additional information, please do not hesitate to reach out.

Best regards,

Aleksandra

Dear Aleksandra / Chipstars  team,

Thank you for your email, I have replied back with some additional questions and am awaiting your response.

Dear Mihal,

I have replied to your email. Please let me know if you need any further clarification from our side.

Aleksandra

Thank you for the information and evidence provided,  Aleksandra / Chipstars Team.

Dear Antonymas,

After gathering information and evidence your complaint is sports betting-related. As was mentioned you were flagged by the casino's sportsbook provider as "professional," which constitutes a clear breach of their terms and conditions. We don't have a branch dealing with sports betting yet so we wouldn't be able to advise you correctly, as we don't have enough insight into this area. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.

Should you find this outcome unsatisfactory, you are welcome to file a complaint with other organizations that address sports betting matters. Unfortunately, we are unable to take your case any further and must reject your complaint. We appreciate your understanding in this matter and sincerely regret that we could not assist you more effectively.

If you encounter any difficulties with this or any other casino concerning casino games in the future, please feel free to reach out to us.

Best Regards,

Michal

Casino Guru