Chipstars Casino - Player’s bonus withdrawal is delayed.

I've attached a detailed complaint, however to summarise, I believe their terms and conditions are misleading for the welcome bonus, and whilst I achieved the wagering requirements, they would not release it. This is made clearer by the fact none of the staff will give me a straight answer, or they provide answers that keep changing. It's the main reason I joined and deposited to the site.

Please have a look at the attached and let me know if you need anything else.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

To better understand the situation, could you please clarify the following:

• Am I correct in understanding that you activated the welcome bonus on the website and used it to play casino games?
• Are these the Terms and Conditions that were available to you at the time you received the bonus?

• Could you kindly list all the games you played while the bonus was active?
• Did you notice any differences in the wagering contribution of the games you played?
• Have you already completed the wagering requirements of the welcome bonus?
• How many deposits have you made in total, and how many bonuses have you activated?
• Has the casino confiscated your entire balance due to a breach of the Terms and Conditions that have not been available anywhere on the website?

I hope we’ll be able to assist you in resolving this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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Hi Veronika,

Please see my answers within

Am I correct in understanding that you activated the welcome bonus on the website and used it to play casino games?

Correct

Are these the Terms and Conditions that were available to you at the time you received the bonus?

Correct

Could you kindly list all the games you played while the bonus was active?

Bar Blackjack 3, Bar Blackjack 5, Venice Blackjack, Bar Blackjack 4, Grand Bonus Blackjack, Multiplayer Blackjack. I’d say 95% of my bets were on the Bar Blackjack 3, 4 and 5.

Did you notice any differences in the wagering contribution of the games you played?

No – there didn’t appear to be any consistency, especially considering what I was told in the chat I sent you.

Have you already completed the wagering requirements of the welcome bonus?

For the first bonus. My view is that I wagered £350,000 so therefore I should easily have completed for all 4 bonuses.

How many deposits have you made in total, and how many bonuses have you activated?

17 deposits in total – activated all 4 bonuses. My first 4 deposits were, £200, £300, £400 and £400. I’ve received the bonus for the first one which was £400, however none of the other three which are £450, £600 and £600.

Has the casino confiscated your entire balance due to a breach of the Terms and Conditions that have not been available anywhere on the website?

No they have not

Thank you very much, grea3365, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you grea3365 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 what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Player and CasinoGuru Team,

Thank you for bringing this matter to our attention.

In this case, the rules regarding game contribution towards wagering are correctly applied. While all games do contribute to wagering requirements, they do not do so equally. For instance, games with a high return-to-player (RTP) percentage, such as blackjack with a 99.3% RTP, contribute only 20% towards wagering, as stated in our general Terms & Conditions under section 14.1.4. You are absolutely right that this information is not clearly enough stated in the Bonus Terms and Conditions, specifically under section 6.1. We agree that players cannot be expected to infer the full details from there alone, and we appreciate your feedback here. As a result, we will update our bonus terms to ensure this is made clearer and more transparent for all players going forward.

Additionally, as a gesture of goodwill and in recognition of your valid concerns and patience, we have decided to manually unlock your current bonus, which was at 92% progress at the time of your complaint. Thank you once again for your constructive input and understanding.

Additionally, we would like to highlight that, on most casino platforms, bonuses can typically be wagered only on slot games. At Chipstars, we allow wagering on a wider variety of games—including blackjack—although with adjusted contribution rates. We believe this offers greater flexibility and an engaging challenge for players who enjoy table games.

We also noticed that you’ve already successfully completed one bonus and came very close to finishing another, which we have now manually unlocked. We truly hope you’ll continue to enjoy our platform and take advantage of the many bonuses we have available.

Kind regards,

Chipstars Casino Team

Thanks for this. 

Whilst I appreciate the gesture very slightly, unfortunately your comments are also far from the truth.

Your wider terms, which I have taken as a snapshot on 4th July, originally stated 

14.1.4. The following games do not contribute to the welcome bonus wager: Fashion TV Nations League, Swipein, Fruit Machine X25, Dino, Chicken, Wheel, Ice field, Aqua rings, Teleport, Plinko, Keno, Hilo, Dice. Sportsbook events.

The information now showing is:

14.1.4. The following games do not contribute to the welcome bonus wager: Fashion TV Nations League, Swipein, Fruit Machine X25, Dino, Chicken, Wheel, Ice field, Aqua rings, Teleport, Plinko, Keno, Hilo, Dice. Contribution to wagering also depends on the RTP (Return to Player) value of each game: games with RTP above 99.51% contribute 5%, those between 99%–99.51% contribute 20%, games between 98%–99% contribute 70%, games between 97%–98% contribute 90%, and all games below 97% contribute 100% towards the wagering requirement.

So this has only been added, after the event, despite your narrative above indicating it was there all along and that the only issue is that it's not clear in the bonus terms. This is not the case at all as it never appeared in your general terms as illustrated here.

I appreciate that other casinos may have different terms to their bonuses but that is not relevant to your terms which you have put in place. If you put something in your terms, as players have to do, you have to keep to those terms. You cannot change them, nor completely lie and claim they were different all along.

It’s really disappointing that you appear, as you did in our original conversations, to be altering the truth once again, but now you are even altering your terms, which on the point below 14.1.2 even says you reserve the right to alter your terms without prejudice to bets or games in play, which you have done.

You had the opportunity to come clean and say 'you're right and we need to adjust our terms for future customers' but instead you have tried to lie and provided a nominal uplift to part of the bonus which should have been mine fully in the first place, as per your original terms.

This is completely unfair and has made me lose all trust in your casino to abide by your own terms.

Dear Player and CasinoGuru Team,

Thank you again for your response and for highlighting the discrepancy regarding section 14.1.4 of our Terms and Conditions.

We acknowledge that the current version of section 14.1.4, which includes the RTP-based contribution rules, was updated after July 4th. This change was implemented to improve clarity and align the general terms with our internal bonus policy that had already been in operational use.

That said, we regret any confusion this may have caused, and we agree that this information wasn't clearly enough presented in both the general and bonus terms at the time you participated in the promotion. Although it's common industry practice, we agree that it should be stated in our terms more transparently and that's the reason we made the necessary changes and unlocked your bonus to apply with the terms you thought we had based on our unclear statement.

To reiterate:

• Your feedback has already led to a permanent improvement in our documentation and bonus transparency.
• We’ve unlocked your bonus progress as a goodwill gesture, not as a dismissal of your concerns, but as recognition of them.

We are now reviewing our communication and update practices to ensure that any future changes to terms are accompanied by clear notifications, and that no ambiguity remains between sections.

Although we cannot retroactively apply past terms differently, we genuinely hope this experience will not overshadow the entertainment you’ve had with us so far.

Kind regards,

Chipstars Casino Team

Thanks again for responding, however the remaining bonuses of £600 x 2 = £1,200 should also be unlocked in order to comply with the terms which were in effect when I registered.

Unfortunately it's not just a case of the terms not being clear, it's a case that they were completely different at the time I registered and deposited on that basis, as you have acknowledged yourself.

I would appreciate if you could unlock the remaining bonuses in line with your terms at the time of my registration.

Hello dear player and Casino Guru team

We want to note that during the gameplay, the contribution rate is displayed through visible wagering progress. While we wish this had been noticed and addressed earlier - before the entire bonus was nearly completed - we understand how the confusion occurred and take responsibility for not having this reflected clearly enough in the published terms at the time.

That said, we always reserve the right to intervene in promotional campaigns in case of misuse or technical ambiguity, but in this case, our intent is not to restrict but to clarify and correct. That’s why we’ve already unlocked your current bonus, and are now additionally unlocking the remaining bonuses in good faith, to reflect the terms as they were when you registered.

We wish you good luck and a nice gaming experience on Chipstars!

Thank you for the update Chipstars Casino representative.

Dear grea3365, let us know if you are happy with this resolution. Thank you in advance!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear grea3365,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter