Chilistakes Casino - Player is facing unresolved access issues and delayed withdrawal.

Casino: ChiliStakes (https://chilistakes.com/)

Complaint Summary:

I am filing a formal complaint regarding unresolved access issues, an unusable service after a confirmed deposit, and a withdrawal request that has remained unresolved for an extended period. Despite multiple attempts to resolve this directly with the casino, no meaningful progress or solution has been provided.

Full Description:

I made a cryptocurrency deposit to my ChiliStakes account which was confirmed as successfully credited. Shortly after the deposit, I became unable to access or play any slot games. The platform repeatedly failed to load games, and the entire website has since been unavailable for extended periods and currently displays a maintenance notice.

Despite the platform being non-functional, deposits continued to be accepted. I contacted support several times via email and live chat and clearly explained that I could neither use the service I paid for nor withdraw my funds. I requested either:

Full restoration of access so I could use the deposited balance according to their terms, or

A complete withdrawal/refund.

I was informed that the issue would be investigated, but weeks have passed without resolution. A withdrawal request was submitted and remains pending without updates. Communication has largely consisted of delays and requests to "wait", without any clear timeline or solution.

Given that the casino accepted deposits while the service appeared to be non-operational, I believe this situation breaches fair gaming and licensing obligations.

Current Situation:

The website now shows "under maintenance", making it impossible to verify account status, access games, or manage funds.

Actions Taken:

Multiple emails sent to ChiliStakes support explaining the issue.

LiveChat communication and follow-ups.

Formal notice sent requesting resolution within a reasonable timeframe.

Supporting documentation, correspondence, and deposit confirmation (payment confirmation and statement from revolut and deposit confirmation email from chilistakes.com) will be attached to this complaint.

Requested Resolution:

Immediate restoration of full platform access allowing me to use my deposited funds normally, OR

Processing of my withdrawal/refund without further delay.

Additional Notes:

I have attempted to resolve this directly with the casino in good faith before filing this complaint. All correspondence and evidence will be provided to assist moderators in reviewing the case.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you were able to play any games at this casino?
• When was the last time the casino customer support communicated with you through email?
• Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Hi, Veronika,

Appreciate your help and reply, i will try to answer your questions as best i can:

1. From the day i registered (same day i deposited) i was never able to play any slots i just got an error on all games to contact support.
2. It was in live chat (the conversation labelled as Gmail-response_from_chilistakes in my attachments). My emails were never answered despite their claims in chat that i would be followed up.
3. No, my only actions have been registering and depositing once. As well as talking with customer support (correspondance attached to my orginal post)

Hope this clarifies your inquiries feel free to ask if anything remains unclear. Thanks again,

Andre

Dear andrerettedal

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Allright, thank you for the update! Hope you have a good day!

Hello there,

Thank you andrerettedal for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Chilistakes Casino for their help in resolving this complaint. We would like to know what the issue is with the website and what we can do to help the player receive their funds.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andrerettedal,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter