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They blocked my account while I provided the documents for verification. They told me that i have violated their T&C 10.1 . But according to me i didn't did anything like that. I provided my all original documents which confirms me as 18+ age also I provided them the bank statement for the required period which shows the deposit to the casino account. They repeatedly rejected my verification and finally they blocked me with my winnings 4630 inr. Please help me to unblock my account 🙏

Dear alia469556,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you sent to the casino for verification? Kindly forward them to me at veronika.f@casino.guru.

Did you accumulate your winnings with or without an active bonus?

What types of games did you play - e.g. slots, live casino games, sports betting?

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

I provided my INDIAN AADHAR CARD as identity proof which confirms myself as 18+ and the bank statement which mentions the transaction to this casino in pdf format. Still they rejected and blocked my account.

I wagered the SHIVRATRI BONUS with AVIATOR game into real money under the guidelines of terms and conditions and with that real money I made 4630 but to make the withdrawal a verification was necessary, during the verification they rejected my all original documents and blocked me with those winnings.

Thank you very much, alia469556, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) 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.

Dear alia469556,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite BlueChip Casino representative to join this conversation.

Dear BlueChip Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear all,

We will carefully review all the details and provide a response as soon as possible.

Best regards,

BlueChip Customer Care Manager.

Dear all,

The player was blocked due to violations of rule 10.1.

10.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. The Company considers the following actions as fraudulent including, but not limited to:

participating in any type of collusion with other players;

development and use of strategies aimed at unfaithful bonus abuse;

fraudulent actions against other online casinos or payment providers;

provision of counterfeit documents;

use of stolen cards;

creating more than one account in order to get advantage from the Company’s promotions;

provision of incorrect registration data;

provision of counterfeit documents.

Of course, we are ready to provide you with any evidence!

Best regards,

BlueChip Customer Care Manager.

Dear Casinoguru & Bluechip Casino I was already aware of these conditions 10.1 as I had already talked this same thing with casino support and also I assure you that I haven't went against any of these terms and conditions. I know the reason why my account was blocked it was because I uploaded my original documents and bank statements which confirms me as 18+ and Statements which mentioned our transaction, and it was your system which kept rejecting my documents again and again and in the end they blocked me . The same documents I had passed ( mailed ) to casinoguru . You Kindly check my account properly , you must have been mistaken . If any fraudulent activities or any action which which I took against casino's guideline then provide the evidence.

Dear BlueChip Casino,

thank you for your message. We treat all accusations with the utmost seriousness. Therefore, I kindly request that you provide evidence to support the aforementioned claims. Please send this information to katarina.d@casino.guru.

Dear all,

Thank you for waiting!

Dear Katarina,

We have sent all the evidence to your email.

Best regards,

BlueChip Customer Care Manager.

Dear Casinoguru i would like to see those evidence too if I have done anything wrong.

Dear BlueChip Casino,

thank you for your email and information provided.

Dear alia469556,

thank you for your patience.

Based on the information and evidence provided by BlueChip Casino, I must uphold their decision and deny your complaint. I understand this is likely unwelcome news. The casino has presented documentation that substantiates the closure of your account due to concerns regarding inconsistencies in the information provided during the registration process. It is essential to remember that players are responsible for ensuring the accuracy and veracity of the information submitted at the time of registration. Accurate and precise information is a crucial element of the Know Your Customer (KYC) verification process, and as each player is individually accountable for providing it, I am unable to overturn the casino's decision at this time.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Katarina