Chipstars Casino - Player's withdrawal has been delayed.

Hello, i have verified my account with kyc before depositing any money and also asked specifically in live chat about the time it takes for a withdraw to be processed, they told me 24 hours, ive waited one day after which they asked for additional photos like a photo of me holding my id, my casino username and id, i did them all in under 30 minutes after i found out (not to mention their emails go into spam and thats the only way you know about whats happening with your deposit), to be clear, at this point of the story 2 days passed, ive waited 2 more days without any updates when i got assured my request is now marked as "urgent" and that it should be done by monday (10/20/2025), their compliance team also only works 8 hours daily, monday (10/20/2025) they tell me nothing changed, tuesday the same, wednesday when i tell them that i will open a dispute here and i show them in the livechat all the reviews about the withdrawals being delayed as a tactic and being intentional they tell me they got my problem to the "management team" and will get me updates as soon as possible, another working week for the compliance team ended and their promised date to have an update of course didnt meet neither did i receive any news, that moment i knew something was fishy here so i decided to ask for all my live chat transcripts which they said they will send if it "possible", like are they secret or what? I have waggered my deposit like they asked for 1x, but they are doing this intentionally and lying to me, i am sorry i didnt save all the live chats to see how they lie everyday just to make me wait even more and maybe i play the money, not to mention i didnt make any profit, i just want to cashout not to lose more. Not to mention ive seen reviews of them delaying payments constantly without reason, 6 months is something normal? 8.4 stars casino, yeah, should be 3, 8.4 maybe if you dont win.

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Dear GreyFox,

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.

Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

1. It is indeed my first withdraw

2. I havent used any bonuses

3. Live casino games

Would like to update that the live chat stopped answering to any of my questions and gave me an email to ask there any questions i have, also just decided to ignore my question where i asked about the chat transcripts which they did not send either.

I would like to add that exactly after i created this, they came back with an email finally where they ask for MORE info, info which i already submitted like proof of residence, or selfie with my id and a note containing my id (These 2 i already sent while first verifying kyc and when asked for additional info on second day after withdraw) a NOTARIZED copy of my id???, my bank savings account statement, ive sent all the data again and answered all their questions, 2 working days passed they are again not responding and delaying me, first told me the compliance team will check it tommorow (Thursday) which didnt happen, i contacted them (Thursday) and they said it takes 2-3 business days, we can all understand thats intentional to make me wait the weekend aswell until monday when a new explanation for the delay will be told to me, they said and did the same last time and guess what, i waited 12 days for their response when i was promised something else, since 14 when i started this 18 days passed ... Thought this is important info i should share, thank you!

Would like to add they didnt update me after 4 business days when they told me it should only take 2-3 days. Again delaying and lying...

Thank you for your reply. Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

I forwarded my last chat transcript to you on your mail.

I have contacted them today also about this, here are the screenshots of my chat, same response for more than 2 weeks now...

i was again promised from feiday a response and email this monday and guess what 🙂

Dear GreyFox

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, Jana (jana.k@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

Dear GreyFox,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Chipstars Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

they asked for more info once again, 2 hours after this complaint was opened to the casino and waiting for their response, this email was promised i would get it at last monday (10 november) today is wednesday (when i sent the data 28 october, their response 12 november) 15 days of delay, this without adding the delay before this when they kept saying me tommorow in chats (they didnt send me the transcripts of the chats i didnt save yet even if i asked for them), they asked for a photo of me holding the card i made the payment with, i sent it, i can not wait again 2 weeks and they to keep asking for another photo and another photo, i could have sent it last time they asked for info but it wasnt mentioned, why havent you just said you need that also at that time, of course to delay me...

also would like to make a clear point here in how everything happened:

-i verified my account

-did my withdraw

-got asked for extra info (here they wanted the photos of my card but didnt ask for a selfie of me holding it)

-got asked for even more info (some of which i already sent like a photo of me holding an id)

-got asked for even more info (a photo of me holding my card, why wasnt i asked about it when you asked about my card??)

Each time i was promised a date they would come with an answer and EVERYTIME it was delayed and the chat support just said they cant do anything because COMPLIANCE TEAM has to do it... 27 days passed when they say it should be in 24-96 hours (i asked before openng my account how long the withdraw is going to take).

Dear Jana,

We have sent a detailed email directly to your address for your review regarding a recent player withdrawal inquiry. Please feel free to contact us if you require any further information.

Thank you.

Dear GreyFox,

Based on the verification review conducted in accordance with the casino’s AML and KYC regulatory obligations, I will now reject this complaint as unjustified. The review concluded that the overall income reflected in the submitted bank statement was insufficient to justify the deposit amount on the platform. Your deposit will be fully refunded to your original payment method. I am sorry that I could not be of more help in this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of GreyFox. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I agree with the refund, a few days ago i lost my physical card at my university and couldnt find it back so i had to terminate through my bank, it is indeed the card i deposited with, i called the bank and they told me any transaction which would come to my old card would be sent back to the sender, in this case if you try to send me the refund it will go back to you, im asking my refund to be sent via iban to the bank, it is the same bank as the old card, same owner (me) or i can provide you the new card details the bank issued me (the same bank as the first deposit, like the bank behind the card), the details of my bank account are in my withdraw transaction or i can send them again, hope this time i wont be delayed multiple days like before, also would like to thank for the cooperation.

Dear Jana,

We would like to inform you that we have reached out to the player regarding their refund. An email has been sent outlining the necessary documentation required to proceed with the refund process.

Once the requested documents are received, we will expedite the refund promptly.

Thank you for your assistance.

Would like to add that i sent them all the information they asked and i will wait for it to arrive in 14 days max as they said.

Dear Chipstars Casino representative,

have you received the player’s documents required to process the deposit refund?

Hello Jana,

Yes, we have received the documents.

Our team is currently reviewing them, and we will inform you as soon as the verification is complete.

I am being delayed again, they said i should receive news this friday, which i didnt, so of course i will get them monday (at least i hope), but in live chat im always assured i will get news in 48 hours, meaning my refund (which takes 14 days cause thats what they said) will be even more delayed, i would like that my refund to be faster than 14 days becasue you were never on time and i believe i waited enough, and we all know a bank trasnfer doesnt take 14 days... it wasnt even that hard, i said its the same bank, only that my card changed, i sent you all the data needed, i said: "im asking my refund to be sent via iban to the bank, it is the same bank as the old card" and you asked me to send a statement of iban change, i had to go in chat to tell you is the same iban, everytime delays... wouldnt that be fair that for each extra day of delay i should receive my refund faster? or these rules apply only one side... i always replied to your mails in the day they were sent to me or one extra day in the case when i had to get notarized copy of my documents.

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

Dear GreyFox,

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,

Jana