A longtime VIP player from Spain had experienced delayed withdrawals and poor communication from an online casino. The casino, which had previously processed payouts within 24 hours, began taking several days and frequently changed the payment method due to insufficient funds. The player also reported unresponsiveness and false promises from the VIP manager. After the player lodged a complaint, the casino resolved the issue by paying the outstanding €2,860. The player confirmed the receipt of the payment and the case was marked as resolved by the complaints team.
Chipstars Casino - VIP player experiences delayed withdrawals and poor customer service
Amount: €2,860
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
3 weeks ago
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1 month ago
Translation
This casino was once one of the best I'd ever encountered, leading me to play here for several years. However, it has substantially changed for the worse recently. For anyone not wanting to waste their time or have a bad experience, I would strongly advise against playing here. Let me explain:
Severe payout issues: For about a month now, they’ve been having significant difficulties paying out withdrawals. Previously, they would pay within 24 hours as per their terms and conditions. Moreover, for VIP players like myself, they would usually make the payments on the same day. However, they’re now taking several days and they explain this by saying they have to recharge their payment provider's account. Their chat support couldn’t tell me when they could process my withdrawals. This indicates the casino is facing serious financial difficulties.
They often tell me through WhatsApp to withdraw a certain amount using one method (Mifinity)
and another amount through a different method
(bank transfer). They claim there's not enough money to pay everything via bank transfer, which is my usual method of withdrawing my funds.
Positive reviews on various sites are written by the manager who then instructs you to copy them and send them, for example, to Trustpilot, promising a small money gift into your casino account in exchange.
Customer service on live chat is terrible, with no one able to tell you when they'll process your withdrawals. Despite their assurances that my withdrawal would be processed that day, it never was.
VIP players like myself communicate with the casino’s VIP manager, Danilo, via WhatsApp. Besides telling lies
(at least to me, which I can prove), Danilo routinely makes promises he never fulfills, such as gifting you the 15% of the day's losses without any prerequisites, with an additional 10% cashback every Monday. To my recollection, he only gave this to me once. Now, it's 10% of the losses and weekly cash. Despite WhatsApp being the primary mode of contact for VIP players, there have been months where he hasn't replied. I was even able to see that he was online on WhatsApp. When you report this to the chat, they ask you to contact him, but how can we when he never replies? The terrible treatment of VIP players, like myself, is evident. We're talking about 70,000€ lost on this wretched casino in about three years.
They do not abide by the terms and conditions of making payments within a maximum of 24 hours, which further illustrates their liquidity issues and the financial difficulties I mentioned earlier.
On Tuesday, 2nd, I asked both managers to process the 2,860€ I had pending in withdrawals because I urgently needed the money to make some payments, but they didn’t listen. What’s the point of being a VIP in this casino?
Today, for instance, an agent named Ana is not replaying on chat. That's because she told me yesterday that they'd make the payments that day, but since they didn't, she’s not answering now. It's disheartening.
When it comes to withdrawal requests, no one on chat knows anything and they trick you by promising you will get your money "today" but it's a lie. However, when it comes to deposits, they provide instant service.
Adding insult to injury, yesterday, Wednesday, February 3, during a chat with Ana, she told me that their finance department had assured her they would pay me that very day. Since they didn’t pay, I received another message from the VIP manager, Bane, saying that he had spoken with the manager Danilo and the finance department and guaranteed that by Thursday, February 4 in the morning, they would process my payment. Did I receive my 2,860€? Of course not, it's just more lies stacked on top of each other.
Given all of this, I must stress that this casino is no longer the quality establishment it used to be. It's now quite a terrible casino, and I advise against playing there if you don't want a negative experience when trying to withdraw your winnings.
Lastly, I want to share that I've seen similar situations with other casinos. They end up closing their doors, hanging their users out to dry without paying them, and start anew with a different name. Even the managers and chat agents change their names. I wouldn't be surprised if they were preparing to do something similar. If they were to do something like this, that would be a scam.
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4 weeks ago
Hello canaberto,
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? Can you please advise how long a withdrawal currently takes? When was the last time you received a payout from the casino?
Please note that we always recommend to wait 14 days for any kind of withdrawal no matter what the casino states in their terms or through the live chat.
Regarding the bonuses - they are always considered as good-will of the casino and they can approve or deny them to any player anytime without any reason given.
Looking forward to your answer.
Regards,
Nick
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4 weeks ago
Translation
Yesterday after filing the complaint I spoke with an agent in the casino chat and he promised that he would collect first thing in the morning today. I entered the chat this morning and another agent told me that they had problems with the payment provider and that the issue has now been resolved and that they will pay me as soon as possible. I have been hearing about this problem with the supplier for more than a month and that is what I say in my complaint: that they do not have the money to pay or someone is taking the money from the deposits.
Yesterday I also received a WhatsApp from the VIP manager Mr. Danilo telling me that they will pay me today. Surely it's another lie.
I have screens of all this I say today.
Regarding what you are asking me, if my account is verified, I can tell you that it has been verified for 3 years and on the subject of bonuses, I never play with bonuses.
And regarding how long the withdrawals take for me because I am a VIP, they have always paid me the same day or at most in 24 hours.
All the best
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3 weeks ago
Translation
I still haven't received my money and also in the casino's transaction history the €2,860 appears as paid.
It is incredible what is happening with this casino
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3 weeks ago
Translation
Chipstars casino paid me €2,860 today.
Please leave the case as resolved and thank you very much for everything.
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3 weeks ago
Dear canaberto,
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,
Casino.Guru
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