Chipstars Casino - Withdrawal of player's winnings has been delayed.

Hi Guys, I have a big problem with ChipStars Casino. On 7/26 I made 3 deposits at this casino. Once 200€ + bonus and two times 300€ Raw. With the last Raw deposit I managed to grab a profit of whole 25,000€. I am now waiting for 2 weeks for my withdrawal and the casino offered me 1,500€ in return, but why? We are affiliates of ChipStars but have won with "raw money" which we have deposited ourselves. There are no contracts or written agreements that say otherwise. I have attached screenshots of my deposits and withdrawals. This casino is cheating players at a very high level and I ask that Casino Guru take this case. I have been playing at various online casinos for many years. However, it has never happened to me that my raw money and the resulting winnings were not paid out.

Dear jjcasino1995,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hey, thanks for the quick response! You dont understand me .. ChipStars already told me that they only cashout 1,500€ and the rest (23,500€) will be deleted from my account for NO REASON! That case is 100% scam from Chipstars

Thank you very much for your reply, jjcasino1995. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hey Kristina, ive sent you all relevant screenshots between me and chipstars.

Hey, did you reviewed everything?

Thank you very much, jjcasino1995, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Casinoguru team,

Allow us to firstly state that this is not a players account, but an affiliate account, which are subjects to deals agreed to and affilite terms and conditions here https://chipaffiliates.com/terms-and-conditions , thus there are agreements indeed, quoting verbatim from the TCs:

"Streamer deals All streamer deals with no exception are subject to a mandatory max cashout of 1000 Euro per stream with no carryover of balance to the next stream. Whether or not the streamer deposits his own money or uses playing money, the max cash out cap always applies. A streamer is an affiliated partner and the purpose of this partnership is to generate traffic, rather than playing with the goal to earn revenue by winning.

If a streamer wants to play as a private player with his own, separate account, he is free to do so after getting upfront approval from the management."

We will be sending more relevant information via the non public channels, however, this alone should be sufficient to clarify everything.

Kind regards,

Chipstars Team

So, explain me please what is the difference between a "Streamer account" and a "player account" when i do on both raw deposits. On top on that, we got the approval by the management 😀 ... if you need any screenshots or something else let me know 🙂

I never heard about a term from every casino that says "limited withdrawals with raw deposits". On top on that, show me please where is it written that you got a "rule" (or however that is), that says that players got 1,000€ max cap on cashouts.

Oh my god ..

Now they add a new "term" that streamers are only can cashout 1,000€ per stream with "no carryover". So i mean pretty sure that Chipstars can prove that this "term" was already their on the 7/26 right? 🙂

Normal people and players can see that Chipstars is deliberately trying to deny a €25,000 payout by adding new terms that did not exist on 7/26. 

Back to the facts:

i have deposits 3 times with 200€ + 400€ bonus and 2 times 300€ raw cash. I won 25,000€ and the money is still in pending. Whats the next step?

Dear all,

thank you for all the info, I am extending the timer by 7 days since I need more time for the case examination.

Dear jjcasino1995,

I apologize for the situation, but as you agreed to specific terms regarding streamer and affiliate cooperation, I am forced to reject your case since we do not handle such matters.

An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

Hey, Jozef,

I have send you all screenshots and relevant pictures for this case.