BlueChip Casino - Pelaajan voitot on takavarikoitu.

I am submitting this formal complaint against Bluechip Casino regarding the unjust confiscation of my withdrawal funds. My Bluechip account has been verified and active for more than three years. On 14th Oct 2025, I received a birthday bonus from the casino. I played using the bonus balance and fully completed the wagering requirements according to the rules stated in the casino’s terms and conditions. After the wagering was completed, the bonus balance was converted, and I continued to play using only my real-money balance.

While playing with the real balance, I won a total of ₹3,222.57 and proceeded to withdraw ₹3,200. Shortly after submitting the withdrawal request, the casino cancelled and confiscated the amount, claiming that I had violated their terms and conditions. No specific clause or evidence of such violation was provided, despite multiple requests for clarification. My gameplay was fair and transparent, and the winnings were obtained entirely from real funds after fulfilling the bonus wagering obligations.

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Hello,

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

• Which games did you play while your birthday bonus was active?
• How much did you win once you completed the wagering of your birthday bonus?
• Which games did you play afterward, when your bonus winnings were converted to real money?
• Have you been asked to provide any identity documents shortly before your account was closed?
• Could you please forward me the email you received from the casino after your account was closed to veronika.f@casino.guru?

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

1. Birthday Bonus Only Allow to Play Live Casino Games So I Played live Blackjack In Evolution Provider.
2. 440 Rupees Converted Into Real Balance than i played One More Bet In Live Blackjack In Evolution Provider.
3. I Played Wild Tiger ( Bgaming Provider ), Chicken Road 2 And First Person Blackjack ( Evolution Provider ).
4. My Account Is Already Verified And Account Not Closed Only Withdrawal got confiscate.
5. I got Withdraw Rejected Mail. Account working normally

Thank you for your reply. Please forward me the email you received from the casino after your winnings were confiscated at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case as well.

I Forwarded Withdrew Rejected Mail To You Which I Got. In Account History Remark is confiscated I Attached Screenshot as proof.

Waiting for Your Valuable Response

Thank you very much, Ashu7231, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Ashu7231,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite BlueChip Casino to join the conversation.

Dear BlueChip Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules, as was communicated to them. If this information and evidence cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru for an independent assessment.

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 Ashu7231 and Casino Guru team,

Thank you very much for your patience. We would like to clarify the following case after a detailed review.

Following our investigation, we identified violations of the rules outlined below:

9.5 We reserve the right from time to time to conduct a game play review/review the customer`s gaming activity. If upon such a review it appears that the customer violates the Company's Anti-Fraud Policy (paragraph 10 of the present Terms&Conditions), we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to suspend the account.

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;

10.2 Other types of cheating and bonus abuse. While playing with an active bonus, it is forbidden to engage in activities that give the player a clearly unfair advantage. Such activities include, but are not limited to, these:

• Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements.
• While wagering deposit in Instant Games, the customer should cash out (whether manually or using the Auto-Cashout feature) at multiplier x1.5 or higher. Otherwise, it shall be considered fraudulent behavior. In such a case, The Company reserves the right to void (confiscate) any or all the player's amounts.
• Leaving large bets on the table, for example, in blackjack, and returning to the game after bonus wagering has been completed.
• Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play,
• Using strategies that take advantage of any software bug or failure.
• The Company reserves the right to void bonuses and any winnings from such bonuses in case of bonus abuse.

Based on our review, the winnings from this gameplay were voided in line with our Terms and Conditions. Please note that these rules are applied equally to all players to maintain a fair and transparent gaming environment.

Thank you a lot for understanding.

Best regards,

BlueChip Customer Care Manager

Dear Michal,

We would like to inform you that all evidence related to the current case has been sent to the provided email address.

We look forward to your reply.

Best regards,

BlueChip Customer Care Manager

I have carefully reviewed BlueChip’s response and would like to respectfully state that I did not engage in any of the activities or violations mentioned in their message. I strongly disagree with their conclusion and request that Casino Guru kindly review all the evidence provided by the casino in detail.

I also want to mention that my account was fully verified, and I had made several deposits before this issue occurred. This clearly shows that I was playing genuinely and not attempting any kind of fraudulent or bonus abuse activity.

I believe there has been a misunderstanding or misinterpretation of my gameplay, and I request an independent and fair verification of the proof shared by BlueChip. I am confident that my gameplay was conducted fairly and in full compliance with the casino’s Terms and Conditions.

Dear BlueChip Team,

Thank you for your email. I have replied with some further questions, and I look forward to your response.

Dear all,

Thank you very much for your patience.

After a thorough review, we have decided to return the funds to the player’s account. The amount has already been credited. Our priority is to maintain a fair and transparent gaming environment, as well as the loyalty and trust of our players.

We hope this decision does not cause any inconvenience and appreciate your understanding.

Best regards,

BlueChip Customer Care Manager

Dear BlueChip Customer Care Manager,

I am pleased that the situation has been clarified and that you have taken the appropriate steps to return the funds to the player. I fully understand your obligation to safeguard your operation; however, it is equally important that each case is assessed individually and with appropriate consideration rather than relying too heavily on specific indicators.

I hope this situation helps refine your processes moving forward, supporting an even fairer and more transparent experience for your customers.

Dear Ashu7231,

As per the above response, the funds have been returned to your casino account. I trust you appreciate this decision.

Kindly inform me whether I can consider this matter resolved or if you require any further assistance.

Yes Got It Sir. I think if I don’t know about casino guru they will never return my money. I appreciate You and Your efforts. Thanks Sir

Dear Ashu7231,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino.Guru