Chipstars Casino - Player's account has been closed.

Good afternoon, I played at this casino for a few days (Black Jack and sports) and managed to win a certain amount. Then I requested the withdrawal, the casino asked me for the documents for verification, I sent all the original documents and data requested. Then they asked for a notarized document, which I refused because I had already sent the original document, I thought it was suspicious to send a notarized document and that I could send the case to the police for investigation. After that I received an e-mail saying that my account had been closed and only with a certified copy of my ID could I change the verdict.

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Dear elifazgui,

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

Please understand that KYC (Know Your Customer) verification 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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and they might need some documents to be notarized.

• Have you accumulated your winnings with or without an active bonus?
• When was your account blocked?
• Could you please let me know which documents need to be notarized?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

Okay, buddy. I know I’m supposed to go through the verification process; I sent all the original documents—I sent my driver’s license (which includes my personal ID card), my ID card, and the other documents and information that were requested. But I refused to have my ID card notarized and sent it back, because there could be risks regarding what might be done with it—I don’t know whose hands my documents will end up in. Here in Brazil, we see a lot of scams carried out in other people’s names. I’ll send you the email conversation I had.

- I didn’t gamble with any bonuses

I understand your wariness about not wanting the copy of your ID notarized. It would be good if we knew what the casino thinks about this or if they provided you with an alternative. Have you told the casino about this? What was their response?

After sending the documents and your answers on June 14 to the casino, what was the response to your email? Could you please forward their response to me so I could understand what could be hindering KYC verification?

Could you please clarify if you still have access to your casino account? If it was blocked, please specify the date when it was blocked. If it is still open, then please post a screenshot of your account's verification page so can see which documents are successful or pending.

I understand this may take time, so I appreciate your assistance.

Hi, having to deal with this kind of casino is annoying and very exhausting. I’m thinking of just letting it go and starting to bet only at licensed casinos. But to answer your question: I sent all my original documents, and when they asked for my ID card, I thought it was suspicious and made no sense, since they already had all the original documents—so why would they need a notarized copy? Then I replied that I could contact the police to look into the matter, and the casino blocked me and said they could only reverse their decision if I sent a certified copy of the document.

Thank you for your update. I understand your concerns, especially given the prevalence of identity fraud in Brazil. It is reasonable to be cautious when sharing personal documents online.

That said, from the casino's perspective, requesting a notarized (certified) copy of an identification document is not uncommon in enhanced KYC procedures. A notarized copy helps confirm that the copy is a true representation of the original document and provides the casino with a higher level of assurance that the person requesting the withdrawal is the legitimate account holder. This type of verification is typically requested in higher-risk situations or when additional identity confirmation is required.

If your concern is that a notarized copy could be used for fraudulent purposes, it is worth noting that notarization should only be obtained through a physical office with an official, state-authorized notary or another legally recognized authority in your country—not through an unofficial online service or unknown third party. The notary simply verifies that the copy matches the original document; they do not create a new identity document or grant anyone additional rights to use your identity. While no document sharing is entirely without risk, obtaining certification through a licensed public notary is generally considered a secure and standard legal process.

Ultimately, if you decide that you are not comfortable completing the casino's requested verification, we must also respect that decision. However, without cooperating with the KYC requirements, there is unfortunately very little we can do to challenge the casino's position, as player verification is a standard obligation for licensed gambling operators.

If you no longer wish to pursue this complaint, we can close it according to your wishes. Should you later decide to obtain the certified copy and continue the verification process with the casino, you are welcome to reopen this complaint at any time, and we will gladly continue assisting you.

Please let me know how you would like to proceed.

Dear Jean,

We confirm that the requested certified copy of the ID was part of our enhanced KYC procedure in line with our AML obligations.

We only request this type of document when it is absolutely necessary. Our goal is always to keep the KYC process as fast and smooth as possible while complying with our legal and regulatory obligations.

Kind regards,

Chipstars Casino Team

Hi, Jean. Thank you for your excellent explanation; it gave me the confidence to verify my identity and complete the verification process. Dear Chipstars, this is the first time I’ve been asked to verify my identity at a notary’s office, and I didn’t know what to do or what to say. So I apologize for my skepticism.

Dear Chipstars Casino,

Thank you for joining in the complaint and providing clarification.

Dear elifazgui,

Thank you for your understanding and cooperation. Please let me know if you have already received a notarized copy of your ID and have sent it to the casino.

We look forward to your reply.

Good afternoon, everyone. I just sent a copy of my notarized document to Chipstars support, and I’m waiting for a response.

Hi Jean, I just wasted my time going to the notary’s office in my city to have my document notarized, because Chipstars accepted the document but claimed I submitted it late, so they decided to confiscate my winnings. This is completely wrong—Chipstars is acting in bad faith regarding my situation. This shows just how small and dishonest this CASINO is, since they have no integrity and won’t pay me what is rightfully mine.

Also, I've never seen any other casino set a deadline for verification—only Chipstars did that. And they could have mentioned here in this conversation that we had until a certain date to complete the verification, but they didn't say anything.

Dear elifazgui,

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, Martin, (martin.l@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,

Jean

Hello elifazgui,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Chipstars Casino representative to re-enter the discussion.

Dear casino representative,

please check the case once again and explain the matter to us from your point of view. Could you also confirm whether you are invoking the terms screenshotted below?

If so, I must say the application of the rule seems quite unfortunate. The player was in active contact with the casino during this time, and while the process was delayed, we have not yet received any clarifications or evidence which could prove any bad-faith from the player's side. In case there is more information relevant to the case, please let me know at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

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.