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I submitted a withdrawal request on the platform and I was asked to verify my account. They sent a link which I followed, submitted every document and did the live verification. In a matter of minutes I was verified, they asked me to hold on and they would get back to me. In a few days they did and sent me this

After seeing this, I went ahead to make a withdrawal request. When i did so they denied my request and sent this

..... this clearly means that they just want me to keep betting to lose the money. I have turned the balance over as many times as I could. Also, the ACCOUNT ALOWANCE they talk about is not in the sportsbooks terms and conditions, it's fabricated to Weasley out of paying my money.

Dear eodioko82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear eodioko82, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

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

Do you currently have any pending withdrawals in your account?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello...

1. Yes I have made successful withdrawals from the platform earlier, I even rated the platform a 4 star bookie on Trustpilot.com, however I was forced to delete and drop a negative one due to this.

2. I did not accept, neither did I use a bonus.

3. There is no active withdrawal as they keep telling me I need to wager more. When they initially asked me to withdraw my remaining balance.

I'll send the chat transcripts to your email as requested

Dear eodioko82, did you complete the required wagering of your deposit according to the casino’s terms and conditions?

Are you still able to access your account without any restrictions?

Is the withdrawal option still available for you in your account?

Has the casino sent you any further KYC-related requests or additional verification requirements?

Yes I did complete turnover. As you can see they initially said I could withdraw the funds in my account as they had limited me in the sportsbook section and I could only use thr casino going forward.

Yes I can access my account.

Yes the withdrawal option is still available, only issue is when I try to withdraw I can't find the withdrawal request in my transaction history, but the money get removed from thr account, few hours later I see that they reject the request.

I have fully completed the KYC.

They just made up a term ACCOUNT ALLOWANCE (which is not at all in the terms and conditions)and hope that I would try to meet it up in the casino section, there they can manipulate results and make me bet and lose all of it.

Dear eodioko82, did you only do sports betting?

When they reviewed your account, was the outcome that they blocked you from using the sportsbook and only allowed you to withdraw the remaining balance?

Have you tried to ask the casino how much exactly you need to wager to be eligible for withdrawal?

Can you find any information in your account about a required deposit turnover or wagering requirement?

Are you still able to log in and access your account without any issues?

Dear eodioko82, did you only do sports betting? - Yes, sports betting alone.

When they reviewed your account, was the outcome that they blocked you from using the sportsbook and only allowed you to withdraw the remaining balance?- As per their initial message sent after reviewing my documents and approving them, yes.... they said I could only use the Casino, if I wished to continue to bet at Chipps.gg, however, I could withdraw all of my money in the account.

Have you tried to ask the casino how much exactly you need to wager to be eligible for withdrawal? - If you check the messages you'd see that they said there is no fixed amount I should even wager, they just fabricated this.... it's not part of their terms and conditions. They said I am a threat to the safe betting community they are trying to build, BECAUSE I WIN.... The community is supposedly only safe if everyone loses.

Can you find any information in your account about a required deposit turnover or wagering requirement? -There isn't, like I said.... I had bet enough to request a withdrawal, they probably are just bitter that I didn't pose any money to them, that's why they forged that term.

Are you still able to log in and access your account without any issues? - Yes can

Thank you very much, eodioko82, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you eodioko82 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Chips.gg Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter, thanks for the help.

They finally let me withdraw.

I've received the payment.

Dear eodioko82,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter