BlueChip Casino - 플레이어의 계정이 폐쇄되었습니다.

I had created account in bluechip casino in August 2023, after that I have done multiple deposits. On 28th January 2024, I made ₹4000 deposit and played Slot games and placed a withdraw of ₹11600 approximate. After some time I received email that because of clause 9.6 your account is closed. I havent done anything wrong , please help.

Dear Bhagwat100401,

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

Could you please confirm if you last deposited into this casino on January 2024 or January 2025?

When exactly was your account closed?

What types of games did you play (e.g. slots, live casino games, sports betting)?

Could you kindly specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Account was created in August 2024, Last deposit was on 28 January 2025, and account was closed on 29th January 2025.

After my last deposit on 28th January 2025, I have played only slot games(No live Casino or Sports betting).

As I haven't placed any withdraw from August 2024 to 27th January, they haven't asked me to do KYC. This was my 1st ever withdraw and they closed my account just after placing withdraw.

Thank you.

Waiting for reply😊

Thank you very much, Bhagwat100401, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Bhagwat100401 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BlueChip Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear all,

Thank you for waiting!

We have carefully reviewed the situation and have provided the data for a prompt resolution. We will provide a response as soon as possible

Best regards,

BlueChip Customer Care Manager

Dear Bhagwat100401,

Your account has been suspended for multiple violations of rules 9.6 and 3.3 due to the discovery of duplicate accounts.`

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.

9.6 The Company reserves the right to suspend your access to the Website's services or block your account without prior notice in the event that you are suspected of participating in a fraudulent, illegal, or improper activity. In that case, the Company does not have any responsibility for returning or compensating the funds that remain in your account balance.

We are ready to provide all evidence of this to the representatives of Guru Casino.

Best regards,

BlueChip Customer Care Manager

Thank you for the update BlueChip Casino representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear all,

Thank you for waiting!

We have sent all the evidence to your email. Thank you for the opportunity provided.

Best regards,

BlueChip Customer Care Manager

Thank you for providing me with the information BlueChip Casino representative.

Dear Bhagwat100401, the casino has provided us with substantial evidence showing that there are multiple accounts associated with yours. We strongly advise against such behaviour, as it can lead to similar situations in the future. Casinos have developed a range of sophisticated methods to detect and verify such activities, and they take these matters very seriously.

In light of the evidence presented, we believe that the steps taken by the casino are entirely justified to maintain the integrity and fairness of their operations. As a result, we regret to inform you that we will have to reject your complaint. We understand that this may not be the outcome you were hoping for and I am sorry we could not be of more help on this occasion. Thank you for your understanding.

Kind regards,

Peter