BlueChip Casino - Pelaajan voitot on takavarikoitu ja tili suljettu.

I am playing at this from last 8 months , everything was going nice but when I received the bonus " 1000 INR BONUS FOR INSTALLING THE APP " after installing the app and wagered it successfully after that when I placed the withdrawal it was showing that your withdrawal has been completed but when I checked my account it wasn't credited, after than i contacted the customer support , he told me that your winnings are confesticated as you have breached the T&C. After that they blocked my account unfairly without any reason. Note :- I HAVEN'T WENT AGAINST ANY OF THEIR T&C I WEGERED THAT BONUS FAILRY AS I USUALLY DO AT THIS CASINO. I HAD ALREADY WEGERED SUCCESSFULLY MANY TIMES AND RECEIVED THE WITHDRAWAL BUT THIS TIME THEY BLOCKED ME WITH MY WINNINGS 💔

Dear ikworld0244,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When exactly did you notice you cannot access your account?

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

Best regards,

Kristina

1. I played the aviator game and wagered the bonus successfully.

2.Yes, my account has already passed the verification when I made my very first withdrawal.

3. After placing the withdrawal i closed the game as I usually do but after some time when I opened the game to see the status of my withdrawal it was blocked 😭

Thank you very much for your reply, ikworld0244. Did the casino specify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes they mentioned 10.1 clause . But I am still deny their allegations 🥺

I checked the General T&Cs and I found this:

10. ANTI-FRAUD POLICY

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.

Do I understand correctly that you are unaware of breaching any of these points?

Yes I am already aware of these conditions, also I make sure that I haven't breached any of these conditions. I wagered the bonus successfully under the guidelines.

Thank you very much, ikworld0244, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, ikworld0244,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BlueChip Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear all,

Thank you for waiting!

The player was blocked due to violations of rules 3.3 and 10.1.

3.3 Your account with the Website must be registered in your own and correct name. Only one account per person, per household / address, per phone number / email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

3.3.1 Each action performed using a Duplicate Account is considered void.

3.3.2 Any promotions that the Duplicate Account has participated in will be cancelled.

3.3.3 Any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company.

3.3.4 The duplicate account will be closed without an option to reopen it.

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 all,

Thank you for waiting!

Dear Branislav,

We have sent all the evidence to your email.

Best regards,

BlueChip Customer Care Manager.

Greetings all,

I am sorry for the delay.

Thank you for your email and the additional information, BlueChip Team.

Can you please check my last email regarding the matter and provide me with the requested details?

Thank you.

Dear Branislav and ikworld0244,

Thank you for waiting!

We have requested all the necessary data and will provide it shortly.

Best regards,

BlueChip Customer Care Manager.

Dear ikworld0244 and Branislav ,

Thank you for waiting!

Dear Branislav,

We have sent all the additional evidence to your email.

Best regards,

BlueChip Customer Care Manager.

Dear ikworld0244,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's Terms and Conditions - multiple accounts, and a violation of the bonus rules - wagering the bonus in a prohibited way, which gave you an unfair advantage in meeting the wagering requirements. Based on the information provided, more than 1 other account was linked to your account, and the circumstances indicate they were used by 1 person.

The casino acted in accordance with the Terms and Conditions you accepted during registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino or an ADR if the casino states one on its website.

Thank you very much, BlueChip Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru