Chipstars Casino - Player's withdrawal has been delayed for months.

Hello, on July 3rd, when I tried to cash out, I received an email attachment "3J".

On July 10th, I collected all the necessary documents and sent an email with an explanation. Attachment "10 Jule".

On August 13, when more than a month had passed, I wrote to the support team on the website. I was told I would receive a response within 48 hours. I haven't received a response. Attachments "1", "2".

On August 18, I wrote to the support team on the website again. Attachments "3"

(I've exceeded the attachment limit)

Another month passed, I wrote to the support team on the website again

After that, a few days later, I actually received an email from support

I sent them my 2023 tax return, which clearly shows I'm paying taxes on poker. This is the response I received:

On the same day, I sent them my tax return and a bank statement for 2024.

I didn't receive a response.

Almost another month passed, and on Monday, October 13th, I checked with the support team on the website to see when I should expect a response. They said I'd receive a response by Friday, October 17th.

I still didn't receive a response.

It's been 4.5 months since I've been waiting for the withdrawal.

My account currently holds 10,226 euros, plus a pending withdrawal that's no longer showing up in my account.

Many times they promised to answer me and did not answer, but I, for my part, answered all their requests as quickly and in detail as possible, attaching the necessary documents.

I have all the screenshots of the chat conversations and all the emails.

I hope this is all just a misunderstanding and my issue will be resolved fairly.

Sincerely, Pavel

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.

Dear TOP_reg,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it definitely shouldn't take months.

To better understand your situation and move the process forward, could you please provide the following details:

• Could you please advise which documents you have already provided apart from those you listed in your message?
• Has the casino indicated that there might be a problem with approving specific documents?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello, Kristina! Thanks for the quick reply.

On July 10th, I sent a notarized copy of my passport, my face next to my passport, and my account ID, along with a bank statement. I received no response.

Then, on August 13th, a month later, I asked in the support chat when I would receive a response.They told me to send the same documents again. I did it the same day. They told me I would receive one within 48 hours. I received no response.

I waited 5 days and wrote in the chat again.

I have limitations on attaching screenshots, I'll continue in the next post

On September 22nd, I received an email asking me to submit my tax return.

I have limitations on attaching screenshots, I'll continue in the next post

I submitted for 2023. I received a quick response asking me to submit for 2024 or 2025.

I sent it with an explanation that there is no declaration for 2025, and it can only be in 2026.

After submitting my tax returns for the last two years, I waited another three weeks but still received no response.

On October 13th, I checked the website to see when I'd receive a response. They told me it would be by Friday, October 17th.

On Friday, I still hadn't received a response.

On Friday, I still hadn't received a response.

I waited another three weeks, wrote in the chat again, and said I'd be forced to write to the relevant forums, but I still didn't receive an email response.

Dear TOP_reg

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, Martina (martina.b@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,

Kristina

Dear TOP_reg,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Martina,

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

Thank you.

Thank you very much Chipstars Casino Team for the email.

I have responded. Please check it out, once you have a chance.

Hi Martina,

Thank you for your prompt response. We have read your email and replied back.

If there’s anything else you need in the meantime, please feel free to reach out.

Thank you very much Chipstars Casino for the information provided.

Now to sum it up, we do need to wait, for some additional checks to be completed. Dear Chipstars Casino Team, please let us know as soon as you have some news.

Thank you very much in advance

Dear Martina,

We have sent you an update via email regarding the case.

Thank you for your assistance.

Dear TOP_reg, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

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 Martina, I really appreciate your help.

The account balance exceeds the €10,226 indicated in the summary. The last withdrawal was frozen, after which the five-month verification process began.

I used to be able to see this withdrawal in my account history, but now the entire history has disappeared. I contacted support about this issue in chat about 10 days ago, and they said they would respond by email, but I never received a response, and the funds haven't been returned to my account.

I also received the following email on December 2nd.

I explained to them why it was impossible to provide such documents.

I never bought cryptocurrency; I won it playing poker. No crypto poker room provides PDF documents.

I can provide screenshots of cryptocurrency withdrawals from the poker room, as well as screenshots and links to transactions from the exchange and wallet.

I can also provide screenshots and transaction hashes of deposits I made on their website. Since so much time has passed since my account was frozen, I no longer remember the dates of my deposits. So, I asked what day and how much I deposited.

I wrote them a similar email that same day, but I haven't received a response.

Thank you for your assistance.

Thank you for extending the time. We are still waiting for the documents we requested from the player to complete the verification process. We appreciate your patience and will provide an update as soon as we have the necessary information.

Dear TOP_reg,

I am sorry but I cannot read the email, that is supposed to be very similar to one you wrote to the casino (the resolution is too low). But despite that, I do understand what you mean.

Dear Chipstars Casino,

since the player explained why he cannot provide such a document, is there anything else he can provide so that he can be verified? Please let us know.

Thank you very much in advance

Dear Martina,

I wanted to provide a brief update regarding the player's verification. The player has not provided sufficient proof of the origin of their funds. We have sent an email to the player requesting the necessary documentation to clarify this matter.

Additionally, I have emailed you all the relevant information regarding the case for your review.

Thank you for your attention.

Thank you, Chipstars Casino. I have received the email.

Dear TOP_reg,

Could you please provide the casino with all the documents they have requested? Kindly let me know once this has been done.

Thank you for your cooperation.

Hello, Martina!

Below is a copy of my email, where I provided 20 screenshots and two Binance statements confirming my withdrawals from poker rooms. Previously, I attached tax returns for 2 years, indicating I'd won over $200,000 playing poker.

================================================================================================

Hello, thank you for your reply.

Most exchanges only show history for the past six months.

Since the verification process has been ongoing for six months, and the deposits were made almost a year ago, it was very difficult to find all the transactions.

For the same reason, I could only find some transactions in my email and there are only screenshots for them.

 

Deposit for 20.12.24, attachment "1.jpg".

https://tronscan.org/#/transaction/1e6aa6972d5c656f9e8d0daf11ba0344fee7988751d38abc23ad093a5860b309

 

Deposit for 17.03.2025, attachment "2.jpg".

https://tronscan.org/#/transaction/c2424779fc8d45759ccdc6388c89b8740ebdff15e313562c0ad1bd3fe8a76cd8

 

 

 

Deposit for 22.03.2025 attachment "3.jpg"

https://tronscan.org/#/transaction/d7ab2a19ea761ff907a4fb6872b74093a5b15fad9666bfd703f954a6a7bc0272

 

 

Deposit 21.03.2025, attachment "4.jpg"

https://tronscan.org/#/address/TPa1mrQqunzChi9J8xhkMkw8vrNzfnDA2D

 

Deposit 29.03.2025 Attachment "5.jpg"

 

https://tronscan.org/#/transaction/72d35bc5d06c8a5258504b2bb503f4f9d632ce8c83f69486b5b6ecbc78228318

 

Deposit 22.03.2025 attachment "6.jpg"

https://tronscan.org/#/transaction/585946cc5f5df8c4ee2d072f66ec91302d8901b40b67bf1e0cb36a5321c31524

 

Cashout from Pokerdom.com to Bybit 22.03.2025 attachments "pd22","bybit22"

 

https://tronscan.org/#/transaction/c54ddfb05da91a0969c8bdc2746c3c7e436e3695f6de108e5172cef9b1673dbf

 

Cashout from Sportsbetting.ag to Bybit.com 22.03.2025 attachments "sports22", "bbt22"

 

Cashout from Pokerdom.com to Bybit.com 18.12.2024 attachments "pd18", "bybit18"

https://tronscan.org/#/transaction/ae8ed8924d7702c6478f5cea160b188d84fce1dc53d1c0fe798c5bb34a5c29cd

 

Cashout from Tigergaming.ag to Binance.com 29.03.2025 attachments "tiger29", "binance29", "Binance2.pdf"

https://etherscan.io/tx/0x560187511bba4bcb50a351ba540c4b0a31549989c4b99eba4a48b254148c36f6

 

Сashout from Sportsbetting.ag to Bybit.com 29.03.2025 attachments "sports29", "Bybit29"

 

Cashout from Tigergaming 07.12.204 to BInance.com attachment "Binance1.pfd"

https://etherscan.io/tx/0xe82eea6e34949f9523a5b698144a718cab934f788cf3239871bbfb46d01a311b

Cashout from Tigergaming 18.12.2024 to Binance.com

https://etherscan.io/tx/0x0bf4437440cac1baf5fa24d78451441623bdbdedca4ff54fded1962fbe3e8a38 attachment "Binance1.pdf".

 

Sincerely, Pavel.

===============================================================================================

I received a reply

===============================================================================================

Hi,

Thank you for providing the documentation for your source of wealth verification. We appreciate your cooperation.

However, the documents you submitted confirm that the funds originate from your account and wallet, but they do not fully verify that these funds come from the poker winnings you mentioned.

To proceed, we kindly ask you to provide one of the following documents:

- An official statement or history from the poker platform showing the tournaments you played and your winnings.

- Proof of withdrawal from the poker platform that can be linked to your crypto wallet.

- Documentation or a screenshot confirming tournament results, including the date, prize amount, and your nickname (account proof).

Please send us the requested information at your earliest convenience. If you have any questions or need further assistance, feel free to reach out.

Thank you for your understanding and cooperation. 

===============================================================================================

1. I don't play tournaments, I play cash games.

2. Poker rooms don't provide such statements.

I'm attaching the poker rooms' responses, where they say that they do not provide such documents.

I'm currently waiting for a response from two more poker rooms.

I also contacted Chipstars support team because I won at poker on their site.

Maybe they'll give me an official statement.

Thank you for your assistance.

Dear Chipstars Casino,

are these documents sufficient enough, or there is anything else you need from the player?

Dear Martina,

We would like to inform you that the documents have been reviewed and our decision has been communicated directly to the player via email.

At this stage, the case is considered addressed from our side. Should any additional information be required we'll be happy to assist.

Thank you for your assistance.

Thank you Chipstars Casino for the message.

Dear TOP_reg,

Can you please give me an update?

Dear Martina, I've sent inquiries to all the companies where I played poker and worked freelance, where I was paid in crypto, and I'm waiting for a response.

Dear TOP_reg,

thank you!

Dear Chipstars Casino,

have you had a chance to check the player´s documents? Please let me know the update!

Thank you so much in advance

It turns out I received a similar email on January 8th, but it went into spam and I didn't notice it.

===============================================================================================

Hello Pavel,

Following a review of your account activity, our Risk & Compliance team identified indicators of activity inconsistent with our Sportsbook rules and Terms & Conditions. In addition, your verification (KYC) process remains incomplete and requires further checks.

As a result, we are unable to approve any withdrawal of winnings from this account.

Without prejudice and without any admission of liability, we can offer a refund of your net deposits (total deposits minus any withdrawals already processed), less any applicable payment service provider fees ("Settlement Amount").

By accepting this offer, you confirm and agree that:

1. the Settlement Amount represents a full and final settlement of any and all claims you may have against Chipstars (including its affiliates, directors, employees, agents and service providers) arising out of or in connection with this account and this matter, and

2. you waive and release any further claims, complaints, disputes or proceedings relating to the above, to the maximum extent permitted by applicable law.

Once we receive your acceptance, we will process the transfer to your requested wallet and the account will be permanently closed. This decision is final.

Please reply with:

- "I ACCEPT"

- Your wallet address for the refund (must be in your name)."

Today I received an email in response to my documentation.

===============================================================================================

My answer

===============================================================================================

Hello, could you please clarify my next steps to unblock my account? You wrote that I should reply to the previous email, but I did just that in the previous letter.

The delay wasn't my fault; all companies took a very long time to respond because of the New Year.

Best regards, Pavel.

===============================================================================================

I didn't violate any rules and provided dozens of documents. I don't agree with the refund of just the deposits.

Dear Chipstars Casino,

can you please share with me the "activity inconsistent with our Sportsbook rules and Terms & Conditions"? and send it to (martina.b@casino.guru)?

thank you so much

Dear Marina,

We have sent the requested information to the email address you provided.

Thank you for your assistance.

Thank you very much, Chipstars Casino, for your email.

I have responded to your message. Please kindly check your inbox at your earliest convenience. Thank you once again for your assistance.

Thank you Martina,

We have read your email and have responded. Please check your inbox.

Thank you for your assistance.

Thank you Chipstars Casino,

I have responded into your email. Please check it out. Thank you

Thank you Martina,

We have read your email and have responded. Please check your inbox.

Dear TOP_reg,

We have discussed this case at length internally, and have reached the decision that we are unable to assist you any further with this matter, primarily due to existing cumulative inconsistencies in the documents you have submitted.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case.