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Hello Casino Guru,

my problem with Bluechip is that they deny me my withdrawal of my money. They said I need to send them a statement of account where you can see a deposit but we deposited money on bluechip via Jeton. Due to the circumstance that we deposited money via Jeton there is no statement of account and with that I have no proof of a deposit so Jeton denys me to withdraw the money on my account.

Dear Malek03,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BlueChip Casino.

If you deposited money via Jeton, the transaction should be visible in your Jeton Wallet account. Could you please explain what you mean by saying there is no statement of account?

Have you asked customer support to assist you with providing the necessary proof of deposit?

Could you please confirm if your other identity documents have been approved?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Malek03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of Malek03. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following email from the player:

Regarding your questions: I made a deposit with Bluechip via Jeton, which is why there is no direct transaction for this deposit in my bank records. For this reason, Bluechip is refusing to pay out my winnings as they require a bank statement from my bank showing this specific transaction. I have already provided Bluechip with a bank statement from my Jeton account, but it was not accepted because they explicitly require proof of the bank transaction, which does not exist in this case. Despite multiple explanations that the deposit was made via Jeton, my communication with Bluechip has so far been unsuccessful.

The identification documents have already been successfully approved,

Have you tried submitting your Jeton statement with the visible date and time of the transaction as well as your personal details?

We’ve reopened this complaint at the request of Malek03. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following mail from the player:

zu Ihren Fragen: Ich habe bei Bluechip eine Einzahlung über Jeton getätigt, weshalb in meinen Bankunterlagen keine direkte Transaktion zu dieser Einzahlung verzeichnet ist. Aus diesem Grund verweigert Bluechip mir die Auszahlung meiner Gewinne, da sie einen Kontoauszug meiner Bank fordern, welcher diese spezifische Transaktion aufzeigen soll. Ich habe Bluechip bereits einen Kontoauszug von meinem Jeton-Konto vorgelegt, jedoch wurde dieser nicht akzeptiert, da sie explizit einen Beleg der Banktransaktion verlangen, die in diesem Fall nicht existiert. Trotz mehrfacher Erklärungen, dass die Einzahlung über Jeton erfolgte, blieb meine Kommunikation mit Bluechip bisher erfolglos.

Die Ausweisdokumente wurden bereits erfolgreich genehmigt,

Have you tried submitting your Jeton statement with the visible date and time of the transaction as well as your personal details?

Hello CasinoGuru Team,

yes i have submitted my Jeton stetement with visible date and time of the transaction along with my personal details. Nonetheless they refused to accept it

Dear Malek03,

We would like to assist you with your request.

After reviewing your account, we noticed that you have a problem with withdrawals. Your last contact with our customer care team was on October 21, 2023, regarding your account verification. But the fact is that your withdrawal of funds at this stage is impossible not through verification issues, but through violations of the rules of our casino. According to rule 1.10, Sports Betting Rules:

"In order to make withdrawal requests after each deposit you should place bets for not less than 50 (fifty) % of the funds deposited to the betting account with odds of 1.5 or higher."

Please contact our customer care team so that we can explain to you in more detail how to resolve your request.

Best regards,

BlueChip Customer Care Manager

Thank you, dear BlueChip Casino representative, for getting in touch with us.

Dear Malek03, could you please confirm that you accumulated your winnings in Sports betting?

Dear Malek03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.