Chips.gg Casino - Pelaajan kotiutus on viivästynyt.

Hello.They are rejecting the withdrawal. Support claims that payments are processed automatically and that I need to increase the turnover on my account to make a withdrawal. They do not tell me how much more I have to bet or the date when I can withdraw.

Support has started ignoring me

Dear Qokoo,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Chips.gg Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the exact date of your registration at this casino?
• Have you ever had any successful withdrawals at this casino?
• Have you accumulated your winnings with the help of bonus, please?

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,

Katarina

Date of registration 07.05.2024

I have made several successful withdrawals during this.

I did not use any bonuses upon registration

Dear Qokoo,

Thank you for your message. I apologize for the delayed response. I was on sick leave and unable to reply.

• Do I understand correctly that no bonuses were applied immediately prior to this withdrawal request?
• Has casino requested such a high volume of wagering during your previous successful withdrawals, please?
• Have you passed the KYC verification, please?

Looking forward to your reply,

Katarina

No bonuses were used immediately prior to withdrawal.

During previous withdrawals everything went smoothly. But I must say that I did not withdraw very large amounts (about 100 usdt).

Kyc was passed

Непосредственно перед выводом средств не использовались бонусы.

Во время предыдущих выводов все проходило гладко. Но надо сказать, что я выводил не очень большие суммы (около 100 usdt).

Kyc был пройден

Dear Qokoo,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

List of rejected withdrawal attempts. And history of previously made successful withdrawals.

Список отклоненных попыток вывода средств. И история ранее сделанных успешных выводов

Dear Qokoo,

thank you for your reply.

Unfortunately the screenshots you have shared are very blurry and therefore unreadable. Would you be able to send them to my email katarina.d@casino.guru, please?

Looking forward to your reply,

Katarina

Good day. I sent you an email.

Добрый день. Отправил вам на почту

Thank you very much, Qokoo, for your cooperation and your email. I will now transfer your complaint to my colleague Michal (michal.k@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 Qokoo,

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

We would like to invite Chips.gg Casino to join the conversation.

Dear Chips.gg Casino,

Can you please clarify where or how the player can check their withdrawal allowance? Can you also clarify that if the player decreased their wagering for the last 28 days, they are not able to withdraw their previously fairly won winnings? Can you please point out the rule in your T&Cs where this is specified?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

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.

Hello,

Thank you for reaching out regarding this matter. After review, the player has not been upfront with you about his withdraw.

If your account was placed under review or limited, that action stemmed from our risk-management protocols under Section 3.26 of our Sportsbook TOS, which allow us to suspend withdrawals for up to 31 days while we verify fair-play.

Our standard procedure on sports-betting disputes is:

1. Case Intake: Review deposit, bet history, bonus conditions and KYC.
2. Independent Odds-Provider Audit: We confirm Betby-sourced rulings are applied fairly.
3. Final Determination: If a violation of fair-play terms is confirmed, we close the account and refund net deposits; if not, we release any held funds immediately.

To be clear, the player has already been refunded their original deposit. 

Total deposited: $30

Total Withdrawn: $1,015

We hope this addresses your concerns.

Thanks,

Chips

Hi Chips.gg what dishonesty on my part regarding the withdrawal are you talking about?

I did not deny the existence of successful withdrawals of funds, moreover, I provided screenshots where successful withdrawals of funds are also visible.

Please note the screenshot with the response from your support representative. In it, he states that there is an account limit that is determined by the volume of bets over the last 28 days.

In your response, you refer to a completely different circumstance that has nothing to do with the previously stated reason for refusing to withdraw money. Moreover, in any case, more than 31 days have passed, but no changes have occurred with my account. In my opinion, you either did not read the complaint carefully, or are trying to mislead

Привет. Chips.gg о какой нечестности с моей стороны по поводу вывода вы говорите?

Я не отрицал существование успешных выводов средств, более тогого я представил скриншоты где видны в том числе и успешные выводы средств.

Обратите внимание на скриншот с ответом вашего сотрудника поддержки. В нем он заявляет о существовании лимита аккаунта который определяется объемом ставок за последние 28 дней.

Вы же в своем ответе ссылаетесь на соверешенно другое обстоятельство, не имеющее ничего общего с ранее заявленной причиной отказа вывода денег. Тем более, что в любом случае прошло уже больше 31 дней, однако никаких изменений с моим аккаунтом не произошло. По поему мнению, вы либо невнимательно ознакомились с жалобой, либо пытаетесь ввести в заблуждение

Dear Chips.gg Casino,

Thank you for your reply; however, in your message, you mention a situation that is entirely unrelated to the previously mentioned reason for declining the withdrawal of funds.

Kindly respond to my questions. If the player has reduced their wagering over the past 28 days, are they prohibited from withdrawing their previously earned winnings? Could you please indicate the specific rule in your Terms and Conditions where this is mentioned?

If you are indicating the player has broken your rules, please forward me any evidence when and how this should have occurred to my email, michal.k@casino.guru.

Hello,

This was a mistake on the part of our support team. They incorrectly informed the player of this requirement which was not applicable.

Thanks,

Chips

However, how do you explain that on the same day you declined a 300 USDT withdrawal, and then when I made another request for a smaller amount, it was successfully processed (I circled the successful withdrawals in the screenshot)? Unless you specified the limits of your employee, which you are now declining.

chips, what is your answer in essence? You do not answer me in support on your site and even here you do not give any specifics.

What did I violate? When? And why have I not been able to withdraw funds from my account for 6 weeks already

Hello,

Thank you for the response however our original statement still stands.

Reguards,

Chips

Dear Chips.gg Casino,

Kindly answer the player's questions. Additionally, if you are indicating that the player's withdrawals were not processed because the player might have violated your rules, please forward me any evidence of this to michal.k@casino.guru

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Qokoo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru