Chipstars Casino - Player's account is closed with funds confiscated.

I have played at this casino for many months now and I was able to withdraw funds previously. Suddenly they closed my account and I received emails on March 17 and March 19 2025 saying that they have confiscated the vast majority of my funds (€38,333.96) and will only return €5,415.04 to me as a "goodwill gesture."

It turns out that my crime was to accept the benefits in good faith which they offered me such as cashback and rakeback.

I had to wager thousands and maybe even millions of euros to reach my balance, with great risk to my funds. Previously I had made big losses at the casino.

Please could you assist me with my case. (Emails text file attached)

Dear dsp99RF,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you play casino games or bet on sports?

Could you please confirm that you have passed the KYC verification?

Has the casino specified the bonus abuse?

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

Best regards,

Dominika

Hi Dominika

Thank you for trying to help me. To answer your questions:

1) I only played casino.

2) I do not recall being asked about KYC and I have searched my email and there's nothing there.

3) The casino has not specified the abuse, only offering a general statement (as per previously attached email exchange text file)... "Upon review, we have identified that there has been an instance of bonus abuse related to the Rakeback incentive. This action is in violation of our Terms and Conditions, which you can review via this link https://chipstars.bet/legal/terms-and-conditions (please refer to the ABUSE OF BONUSES section, term 6)"

Dear dsp99RF, I wanted to check in and see if you have communicated with the casino since your last reply. Have you been able to find out any specifics about the bonus abuse they mentioned?

Are you absolutely sure you only played casino games?

Any additional information they provided could help us address your case more effectively.

Thank you very much, dsp99RF, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hello there,

Thank you dsp99RF for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Chipstars Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hi Peter,

Thank you for your assistance regarding this case.

In response to your inquiry, we would like to clarify that we are sending all necessary proof and documentation concerning the player's account blockage and winnings confiscation via Skype. Unfortunately, we cannot disclose this sensitive information publicly.

If you have any further questions or require additional information, please do not hesitate to reach out.

Thank you for your understanding.

Aleksandra

Casino Representative

Hello dsp99RF,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information Chipstars Casino representative.

Dear dsp99RF, the casino has provided me with a report from the game provider of an exploit of a game that allowed you to always receive the same amount you bet on a round. With this, you were able to wager multiple bonuses, rakebacks, and cashback at no risk. As the casino returned your deposits, we believe the steps they have taken to be justified in this situation, and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter