Chipstars Casino - general discussion (page 4)

Chipstars have already admitted to accepting two separate accounts from the UK. One which won a large amount of money and one which lost a large amount of money.

What did they do?

As expected they voided the winning bets account and returned all the deposits but in the case of the account that lost over EUR26,000 they did nothing and kept the deposits.

So like you say a WIN/WIN situation for Chipstars.

Furthermore any complaints made to them they will answer with blatant lies and provide false evidence to allow them to continue with this scam.

I am merely trying to warn UK customers of what will happen if they play at Chipstars and win. They will be told they cant accept UK customers and given their deposits back. Lose and they will hear nothing.

I have contacted the person that wrote their review and asked them to update to the correct information now.

Thanks

I have to get rid of something here. I am very disappointed in the way you handle complaints.

In my current case, I could wait until the end for Casino Guru to answer and now Casino Guru is not answering again. The casino replied within 2 hours and it took Casino Guru 1 full week.

I have provided evidence that Chipstars violated player protection and opened my account even though it was banned for gambling addiction.

I really ask that my complaint is finally dealt with. And no, I can't understand why every reply from Casino Guru takes 1 week. Is that on purpose?

And it certainly doesn't take 1 week to write 1 sentence.

Please deal with my complaint now. Thanks.

Dear Malaga - Casino Guru always has 1 full week to respond to the updates. This is because a team of 17 specialists is currently handling 833 open cases.

https://casino.guru/complaints/in_progress

They're doing their best to support every single player with an open complaint - thus, it has nothing to do with your guess.

Furthermore, you missed an important part 4 days ago, I'd say:

"Dear Chipstar Casino team,

Thank you for your cooperation. Could you please clarify why the account was reopened after it was closed due to gambling issues?"

Not a week - not at all.

So, AGAIN stop making demands here. It changes nothing, and I already told you that.

You are welcome. 🙏

Be well.

And the casino responded to that immediately. Only Casino Guru does not answer this once again. Now the weekend is coming and therefore it will take 7 days again.

And besides, the case should have been settled long ago. because I was able to prove that the casino reopened the account despite the gambling ban.

Or do you think there is any reason to reopen an account that has been banned for gambling addiction?

So I find the question to the casino a bit strange.

There is absolutely no reason to reopen an account that has been banned for gambling addiction. Do we agree?

So this case should have been closed long ago and Casino Guru should ask the casino to pay back the damage caused.

It sounds reasonable what you say here about reopening accounts closed due to gambling addiction. The complaints team receives over 1000 cases per month so they're sometimes slower in terms of replies, especially during the period of vacations. Anyway, you can always be sure they'll reply to you. You won't really speed up the process by adding more comments into the complaint. I'd say it has the opposite effect since Jozef doesn't have to deal only with casino's reply, but with your posts as well.

Chipstars lie in any dispute. It's just what they do to continue to behave in whatever way they wish.

And of course lets not forget that chipstars always resort to sending their so-called evidence directly via internal communication and not posting it on the complaints thread for everyone else to see their evidence.

Also I love the way they say the following in your complaint

"From what we have investigated, everything was done according to our TCs in this case."

They breached their own T&Cs on numerous occasions with me but believe it was ok to do so.

They only spout their T&C's when it suits them, so what that means is it's not ok for the customer to breach them but it's more than ok for them to!!

The connections that Casino Guru has to Chipstars is that they are affiliates.

If you click on the chipstars icon on casino guru review page it will take you here.

https://chipstars.bet/?affiliate=casinoguru

Casino Guru will be financially rewarded for doing so by Chipstars.

Welcome to Chipstars Affiliate system, and thank you for choosing us!

We tend to create a big network of Affiliates, where players experience is not necessary, the system is simple - the more players you refer, the more they play the more you will earn!!! This remuneration model is called Net Revenue Share, which is a system where you get awarded a percentage of your players rake as long as that Player is actively playing in the room.

This system remains active in perpetuity - as long as Player is playing!

Yes, we are affiliated with many casinos. I believe the point is how we spent the income.

Care to learn more about that?

"The source of our income is very simple. We created the biggest list of casino reviews in the world and we regularly update this list to make sure that the ratings are still valid.

We recommend different top casinos to players based on where they come from, because for example a casino that is great for German players doesn't need to be too good for players in Argentina etc. So we try to create a unique top casinos list for every country. When players go to play to these casinos and eventually lose, we get a commission from it.

We never tell the players to play in a casino, because you become rich, we actually say that you eventually lose, but we also know there are people who simply love casino games. We believe that it's better for those players to play in decent casinos who will pay the winnings in case the player is simply lucky instead of making stupid excuses and voiding the winnings. That's why CasinoGuru was created - to provide honest online casino reviews.

The income we have also enables us to do a lot of activities that we don't get paid for - for example we have the Complaints resolution centre where we help players to get their winnings from casinos. We don't take any commission for it so when the player gets paid, they get 100% of the amount. We also have an academy for people who'd like to start their carrier in online casinos and even for online casinos workers who'd like to improve in their job.

We also invest into Global Self Exclusion initiative. The goal is to create a tool that would allow players to self-exclude in all casinos in the world (we could use our large casino database for it)."

This is what makes us different from many other affiliated casino lists.

Let's just say we return the money back to support the vision of a safer gambling world around us. I perfectly understand sometimes we just can help everyone, but given the try, we are far further than some license providers.

I understand it feels awkward, but:

Could you imagine just for a few moments how likely we are to provide support for other players if we start showing internal data publically? That would be quite a contradiction showing how casinos detect suspicious similarities or even fraud attempts. It would be unwise to provide players with such knowledge simply because it can easily be misused. Furthermore, as an additional effect, the casino would probably stop solving complaints once and for all. Since there are many complaints to be found closed as "insufficient evidence from the casino" I'd say we care enough.

We stick to the Fair Gambling Codex:

https://casino.guru/fair-gambling

Though I empathize with our point of view. If you fail to believe in our honesty, try others. What else remains to be said?

Radka

My posts were in reply to the forum member Malaga but it would appear you have banned them and deleted their posts from yesterday. You clearly don't like criticism or being called out for appearing to be biased in your complaints process towards the casino?

There is no point showing my posts in a general discussion about chipstars when they won't make much sense without forum members being able to view the posts I'm replying to? Malaga was good enough to post their evidence of a live chat with chipstars which clearly showed they had asked for their account to be closed and informed them of their gambling addiction. Chipstars on the the other hand posted no evidence on the forum in their defence. That is why I felt the need to get involved in the conversation, especially when it appears that Malagas self exclusion was ignored by both chipstars and your complaints process. I appreciate that Malaga didn't seem to help themselves by the way in which they asked for their complaint to be looked at again by someone different on numerous occasions but isn't that their right to request that without being banned?

Yes, the person was banned due to abusive and aggressive behavior shown multiple times against the Complaint Team and from providing false statements here on the forum. We are open and transparent but lying is another subject and we do not aim to keep such posts visible on our own forum.

Criticism should not be lying.

I tried to explain our point of view on sharing inside casinos data, I would be first to vote for all of it to be shown publically, sadly as we have learned along the way with complaints, casinos are not fond of it and as a result, we may lose the ability to handle complaints. 🙁

Yes, it is a matter of trust at some point thus I can't support my previous explanation further.

I completely understand your approach, just try to look at the whole situation from Casino Guru's perspective, please. The banned player has created several accounts here mainly to get back deposits from casinos, where he always claimed to self-exclude eventually. On the other hand, his intentions were not, let's say, the purest.

It would be a very bad example for the community - especially when such a player tends to offend the whole company on our own forum.

We consider each case separately, but given the player's previous background, allow me to share the latest conclusion, because I feel it says all:

"In your case, your initial account closure was unspecified, and the casino had every right to reopen it. The second account closure was questionable, as your conversation and requests for closure seemed to stem from being unlucky and a desire to receive a bonus rather than genuine gambling difficulties."

"Although you mentioned gambling addiction during the conversation, considering the overall context of the conversation and your history of communication, including your WhatsApp conversation where you expressed a desire to reopen the account, you never indicated that you were experiencing any gambling difficulties. While it would have been best not to reopen your account, I can understand why the casino team made that decision.

Concluding the information above, I am very sorry, but I believe you are not entitled to receive the refund, and I am forced to close your case. If you do experience gambling problems, I highly recommend reaching the casino team and informing them directly, since based on their information, your account is still open.

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance."

I'm so sorry it has come to this, yet I'm 100% sure all my colleagues who tried to help this guy through complaints did their best to make him reflect on his past mistakes - it didn't work.

Thanks Radka for the reply.

I will know in future not to get involved with any else's complaints 🙂

No problem at all 🙂

I'd like to say that constructive criticism is definitely a good thing, more like fuel to progress.

Thus one should show the constructive part rather than pointing the finger...

If you come across anything weird or just want to get more informed, do not hesitate to ask, please.

We're here.

For now, have a good one! ✨🐱‍🏍

I am posting this in the chipstars forum to allow casino guru members to make up their own mind on how things have been handled and if casino gurus complaint process in this instance seems impartial.

My complaint against chipstars was closed down by Nick, seemingly after I pointed out to him several inaccuracies in what chipstars had told him (he refused to provide me with the evidence from chipstars that would confirm their lies) and also after asking him to answer some very relevant questions.

I asked for the complaint to be reopened as Nick completely ignored the main part of my complaint which was chipstars breaching their own T&Cs. As expected it wont be reopened so I will now post my thoughts as to why chipstars seem to be getting preferential treatment from Casino Guru.

Below is the post in my chipstars complaint that Nick doesn't wish to make public. I'm not sure what he is trying to hide so I'll post it here as clearly it is very relevent to chipstars.

Nick

I am seeking for this complaint to be reopened and you have ignored the main part of my complaint and that is that chipstars breached their own T&Cs below

11. What will happen to my account if it isn't verified?

Until you get verified you can use play money to check out the platform and gameplay. After you get registered you can make a deposit and receive deposit bonus and get included in the VIP program.

My account was NEVER verified but allowed to lose over EUR 26,300 in a matter of weeks and be made a VIP account.

Did you even ask chipstars was my account verified? I suspect you didn't as you have already made you mind up to side with Chipstars.

It is apparent you have closed the case without a full investigation. You have said the following

"In your case, even if UK was restricted at the time of you registering, there is not a single instance where you can just lose all your money, pull out the terms and ask for a refund."

So it's alright for the casino to breach their T&Cs with no penalty?

I also pointed out to you the blatant lie that chipstars told you when they said the licensing authorities had already viewed my case and found in chipstars favour. That is 100% a lie and when I asked you to provide the evidence of these lies you have closed down the complaint.

You complaints manager Jozef also told me this

"It is important to note that accepting players from the UK without a UK license is not acceptable. I highly recommend that you only play on UK licensed platforms. However, we believe that this matter should be discussed with the regulatory authorities. I may assist you with this process."

If that is your belief then why are you a major affiliate of chipstars and furthermore are more than happy to provide links to new UK players for bonuses from chipstars. Oh and these bonuses are exclusive to casino guru visitors with a people of the UK flag and a green tick. I think it's fairly obvious who you are specially aiming the bonuses at.

I think the word hypocrite springs to mind. 

I'm sure you won't post this to the general public and you wouldn't want to be seen to being impartial when it comes to complaints but I'll wait and see.

Hi there.

I consulted this post with Jozef, and actually, there is nothing I would like to add.

Please turn to the authority, stop speculating, and play in UK-licensed casinos. From our point of view, you are in no way entitled to (further?) refunds simply because you lost your balance legitimately.

All our responses are freely available in the complaint, aside from those consulted separately through email:

https://casino.guru/chipstars-casino-player-claims-unreturned-deposits

I'm sorry to say that, but this is the end of the story.

Hi Radka

You have said the following

"From our point of view, you are in no way entitled to (further?) refunds simply because you lost your balance legitimately."

If you have have cared to fully investigate my complaint you would have seen the evidence of the clear T&C's breaches by the casino Chipstars. The loses were NOT in your words "legitimate" and you are fully aware of that.

Furthermore I am not "speculating" at all. I have put out the evidence for everyone on this forum to see. It is apparent that you have not even looked at the breaches. That is not speculation, that is fact.

Finally you have said

"play in UK-licensed casinos"

So you are telling me, a player from the UK to stick to playing in UK-licensed casinos. For the record Casino Guru are advertising "exclusive" bonuses with direct links directly to Chipstars to UK players to use in this NON UK-licensed casino.

The hypocrisy of Casino Guru has now been exposed but then again as previously stated why would Casino Guru bite the hand that feed it, namely your affiliate casinos that pay you to send customers, including UK players to their NON licensed sites.

That is the end of the story now!!

You know, pointing the finger at us won't change the fact that one and each UK resident is well aware of the fact that playing in "foreign" casinos is not recommended at all.

It is your choice in the first place; we provide lists of casinos and bonuses so everyone may consider their qualities. We do not say, "This is the best bonus available for you - take it now!"

Like other affiliate sites do.

I'm truly sorry I can't share all I know about your case, and I'm sure you know what I mean.

Because sharing just a part is not fair. However, this story has ended, as you admitted, so stop spamming my colleagues, and show some dignity, at least.

Many of the ideas you expressed are just your opinions, or more precisely, abusive lies, and actually show us how little you know about Casino Guru in general.

I ask you kindly to stop abusing us on the forum, otherwise, your account will be banned.

As clear as a blue sky.

Hi Radka

What part of my this part of my post did you not understand?

"That is the end of the story now!!"

Instead you have replied unnecessarily with the following

"I ask you kindly to stop abusing us on the forum, otherwise, your account will be banned."

So when you don't like when the truth is posted about Casino Guru you resort to the threats of banning me.

How very professional.

How is putting the truth out there abusing you?

"You know, pointing the finger at us won't change the fact that one and each UK resident is well aware of the fact that playing in "foreign" casinos is not recommended at all."

But Casino Guru have no problems adding links to UK players with exclusive bonuses to theses same casinos you are supposedly NOT recommending them to play at!! How vey hypocritical of you.

No matter how you try to "spin" things Casino Guru are actively prompting a non licensed casino , Chipstars to UK players through "exclusive" bonuses. Maybe the truth hurts but that's not my problem. I have no problem with you making money from being an affiliate of any casino, however don't try and paint the picture that you are not promoting Chipstars and taking their money from their UK players.

No one from Casino Guru EVER replied to me as to how come Chipstars allowed me to open an account from the UK, made me a VIP member and then took over EUR26,000 in deposits without EVER verifying my account, a clear breach of their own T&C's.

I guess its easy to turn a blind eye to things when someone is paying you. I wonder how much of my EUR26,000 Casino Guru got?

"However, this story has ended, as you admitted, so stop spamming my colleagues, and show some dignity, at least."

When did I "spam" your colleagues. I merely asked them to provide evidence of the lies that they were being told by Chipstars. They refused to answer me as they knew they had been lied to by the casino. It is certainly not me that lacks dignity.

I'm sure you'll not like being told the truth so will probably ban me now?

I'd like to reply to your question:

 I wonder how much of my EUR26,000 Casino Guru got?

I know the figure very precisely, because it's the same with every case. No matter if we stand on the casino's or player's side, we get 0 EUR from it even though the costs are enormous (we have approximately 15 employees who exclusively deal with player complaints). Anyway, we can afford it, because we get paid for recommending casinos and providing info about them instead of being paid for resolving complaints in favour of anyone.

Honestly, it's quite tiring to read accusations from players who blame us for being ALWAYS on casino's side, while some casinos terminate our affiliate accounts and refuse to pay out our commission, because we're ALWAYS on player's side according to them 😀