The player's requesting a refund of his deposit due failed deposit limit. The case was successfully resolved, and the player got the relevant refund.
Chipstars Casino - The player's requesting a refund of his deposit.
Amount: €1,000
Chipstars Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
As I wrote above. This casino has a problem with deposit limits.. On the 3rd of April I tried to impose a limit of 100 eur per week because I was already spending too much. After spending more than 200 eur I noticed that the imposed limit didn't work and I spoke that same night in the online chat. to play. I spent more than 1100 eur the next day 500 eur the day before. When I send the 1st email on the 4th at the end of the day, they blocked my account supposedly because I said I was addicted! And not because they have a problem in the casino itself.. They told me they were going to revert the money to me which I'm dumbfounded because I had to write here to send me only 329 eur as a refund!! What a can! What's more, they sent me the money for the game instead of sending me my IBAN knowing that I would soon spend the money on the game! Unbelievable! I feel robbed and subjugated! They knew that by sending me the money to the casino that I was going to spend it.
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1 year ago
Hello sylviaslb,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Chipstars Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When exactly did you set the deposit limit? How long after that did you deposit? Since when is your account closed? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
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Good morning, I try to send all the prints but I can't. There's no other way to help me. I'll send a few things at a time. First I will send the verification and then when I imposed the limit.. Then in another link that you indicate I would like to show you all my deposits from the 3rd of April until the 4th in the afternoon and see for yourself if 329 eur is the money they owed me have refunded. Thanks
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1 year ago
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Now I send when the account was blocked by them after I told them the day before that the limit didn't work. And they told me that they paid me.. And they paid 329 eur.
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1 year ago
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Now I will send my deposits from the 3rd to the 4th which is when the account was blocked.
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1 year ago
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Continuation of deposits. There are many sorry if I'm wrong.
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1 year ago
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now the account is unlocked and the refund sent to the casino so I can spend it all over again.. 🙄
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1 year ago
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If you need anything else please let me know. I have everything saved. They said they made a mistake but the refund amount for me is not fair.
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1 year ago
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Good afternoon, today I went to play. And I found that after spending 200 err the limit was not active again! And I activated yesterday! The girl who answered me said I activated it now! Of course every time I realize I have to go activate! It seems to me that doing it is on purpose for addicts to spend! They already owed me another 100 eur for having spent more!
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1 year ago
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now they answered me. 🙄 They made a mistake at the time but it's working.. But it's not worth it.. It's my word against theirs.. I already know I won't get any money again.. I just keep the account open so I can see my deposits and I end up getting lost... Anyway. This will not work.
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1 year ago
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Good afternoon 'urgent' after I sent a print of this casino saying that my limit is active. I just spent over 300 eur! Inadmissible!
the proof that the lady said that my deposit limit is active. And now see: so I ask for another 300 eur.
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1 year ago
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On the 13/4 new limit of 100 eur per week as usual.. I exceeded 100... I spent more than 300 eur today.. I already sent them a message in the chat saying...they blocked my account again! I can't see anything anymore! Horrible. What a disgrace!
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1 year ago
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Good night, nobody from the casino sent me a message after the chat guy blocked me.. 🙄
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1 year ago
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Good afternoon, I already received a response from the casino. Unfortunately they say I'm addicted and they're going to try something 'friendly' it's impressive because the problem is not being addicted but because I have every right to impose a limit on myself! And a casino cannot work without a betting limit that doesn't work! And with the betting limit activated! This is unacceptable!
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1 year ago
Hello sylviaslb,
Thank you for all the information so far. Did I read it correctly that the casino closed your account because of gambling addiction but later they reopened it anyway? How much is your current casino balance?
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1 year ago
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Exactly, they reopened the day they paid me the 329 eur.. They sent the money to the casino instead of sending it to the nib. 🙄 And I spent the.. But that doesn't matter.. What matters is that the 329 eur was not the refund for what I invested on the 3rd and 4th of April.. Now I'm back to impose a limit naturally as you can see above even the girl from the casino confirmed that it was active and after spending 100 eur ... I spent another 324 err because they left it.. 🙄 🙄
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1 year ago
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This is when they unlocked my account again.. And they only gave me 329 eur.. They sent the money to the casino knowing that I was addicted.. So I could play all at once!
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1 year ago
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I don't know if you understood clearly everything I sent. I got blocked for the 2nd time. I don't have a balance. Only 33 eur cash out i think.
I was blocked again for having warned them for the 2nd consecutive time that the casino was letting me deposit with an activated betting limit of 100 eur per week.
The 1st time I sent it to you initially in prints, they only refunded me 329 eur which I ask for a refund of 700 eur because I made more deposits than 329 eur. After they refunded me only that amount, they unblocked my account, sent me that money to the casino and I spent the whole amount. above that confirmed me to be active.. I was spending.. When I realized it I had already deposited more than 420 and such euros so the 100 eur per week in one day is fine but 324 more I think right away.. With the limit of betting enabled. I sent a message to the chat and they blocked me for the 2nd time yesterday. Today they sent me an email as I sent you above saying that we will find a 'friendly' solution for both sides.. I don't know what they mean by that.. 🙄
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1 year ago
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This is going to take longer than I thought. 🙄 The initial amount I asked for was 700 eur plus the 300 eur this time makes 1000 eur. I don't know where you can change this but if I have to I'll make another complaint. Thanks.
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1 year ago
Hello sylviaslb,
As long as the casino has already closed your account once due gambling addiction, they should not have let you play there again. We will definitely need to collect more information, from casino specially as some details are still not entirely clear, so your complaint will be now forwarded to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
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Goodnight
Exactly how they have a problem with the betting limit and naturally if I impose a limit it's because I'm addicted that's logical. It is better for me that I do! But the 2 times they block me it's always because I say the limit doesn't work and for them the excuse is that I'm addicted! But the biggest problem here is that in this casino you cannot impose a limit that you want to impose on yourself, why? It's not right.. But it's also not right that I'm waiting all this time.. If you talk to them directly.. They know the problem they have.. And there's no shortage of proof.. Good evening
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1 year ago
Dear sylviaslb,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 year ago
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Good morning. Thank you 😊 I also don't like people making fun of people like us. I feel cheated. And I asked you for help. Thanks
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1 year ago
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Good afternoon, they want to refund me only 400 eur. Can you see if it's fair? Thanks
They sent me a message through wattspap and they say that the accounts are also made by my earnings.
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1 year ago
Dear Sylvia and dear Casino Guru,
We have worked towrds an amicable solution and proposed the following:
Player deposited a hair less than 1200 Euro in the time since the limit should have been activated, a deposit limit of 100 Euro per week.
Since then, the player was able to withdraw a bit more than 800 Euro, meaning a net loss over the period of 3 and half weeks.
We are ready to pay out that difference of 400 Euros, this way, the player has all the deposits minus withdrawals and all losses for the period recovered.
We think this is fair and we have to consider successful withdrawals for the period.
Cordially,
Chipstars
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1 year ago
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Good afternoon, I have just received an amount of 400 eur in my casino account in question.
Thanks
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1 year ago
Dear sylviaslb,
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 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, Jozef
