BlueChip Casino - 플레이어의 상금은 몰수되었습니다.

Hello Casino guru,

I playing bluechip casino from 1 year..I make many deposite's and withdrawal's....I didn't face any issue with bluechip casino...On 18th nov I make deposite Rs 3200 and I play 1x in live casino after that I submit withdrawal amount 6200....On that end of the day withdrawal was approved after 24 hours the withdrawal was rejected....Again I resubmit my withdrawal,after two hours the amount was confiscate....When I ask support chat,says u break our terms and conditions and send 9.6 paragraph article...In that 9.6 paragraph about bonus abuse, but I play with my real balance and I didn't win bonus balance...Please solve this problem

Dear Raghavendra,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. According to the screenshots you shared with us, your winnings were confiscated following rule 9.5 of the Terms and Conditions:

9.5 We reserve the right from time to time to conduct a game play review/review the customer`s gaming activity. If upon such a review it appears that the customer violates the Company's Anti-Fraud Policy (paragraph 10 of the present Terms&Conditions), we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to suspend the account.

Could you please specify what game you played?

Could you kindly send me a screenshot of your bonus history showing that you did not have any active promotions at the time you requested your withdrawal?

Are you able to log into your account?

Have you passed the full KYC 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

First of all I don't have any issue with login...I am perfectly loging in to my account...About kyc!! Bluechip still not ask any kyc verification...If it necessary they surely ask me about kyc verification...But still they not ask any kyc verification...Ok i am sending screenshot of bonus section...But at that withdrawal time there is one bonus at reward section...But I didn't activate at that time...I activate after submitted my withdrawal ....But I didn't win any bonus amount and also I keep and play with minimum bet...So Please solve my problem

Thank you very much, Raghavendra, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Raghavendra,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BlueChip Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BlueChip Casino,

Could you please provide detailed information about this case and outline the reasons why the player's funds were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Dear all,

Thank you for waiting!

Dear Raghavendra,

You have been using bonuses unfairly for a long time.

We asked you to wager the bonus, which was not done, and therefore the deduction was made. All our actions were governed by our rules, namely:

9.5 We reserve the right from time to time to conduct a game play review/review the customer`s gaming activity. If upon such a review it appears that the customer violates the Company's Anti-Fraud Policy (paragraph 10 of the present Terms&Conditions), we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to suspend the account.

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: 

• Development and use of strategies aimed at unfaithful bonus abuse.

10.2 Other types of cheating and bonus abuse. While playing with an active bonus, it is forbidden to engage in activities that give the player a clearly unfair advantage. Such activities include, but are not limited to, these: 

• Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play;
• Using strategies that take advantage of any software bug or failure.

The Company reserves the right to void bonuses and any winnings from such bonuses in case of bonus abuse.

Best regards,

BlueChip Customer Care Manager

Hello Bluechip,

 I didn't use any bonus for long time and also unfairly...I didn't use any strategies or any cheating...I tried to complete wagering with bonus balance but i didn't done because of bonus balance was over before completion of wagering....And also i place bets with only Rs.50 per spin...

 And comes to my real balance i play my real balance more than 1x and after that i submit my withdrawal...After sometime i activate bonus and play with bonus...Everytime when i deposite with bonus i first play 1x with real balance and i submit withdrawal then i go to activate bonus....At that time bluechip didn't confiscate my balance...But why now?? And i didn't win anything from bonus,,..then why u r confiscate my real balance....Please return my funds..

And also when my withdrawal was approved after that i activate my bonus....Before approval of my withdrawal i didn't activate any bonus...

Dear BlueChip Casino,

Thank you for your clarification. However, simple allegations and references to the rules alone are not sufficient to resolve this matter.

Could you please substantiate your claims against the player by providing any relevant evidence that could help clarify the situation? You may send all pertinent documentation to my email address at jakub.m@casino.guru.

Thank you for your cooperation. I look forward to your response.

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.

Dear Raghavendra and Kubo,

Thank you for waiting !

We are very sorry about this situation and understand how you feel.

We have sent all the necessary documents to confirm our position to the representative of Guru Casino via email.

At this moment, we kindly ask you to wait for their decision.

Thank you for your understanding!

Best regards,

BlueChip Customer Care Manager

Dear BlueChip Casino,

Thank you for your message. I have requested further details to clarify the situation regarding the player's bonus and the subsequent confiscation of funds. I am currently awaiting your response.

Thank you for your attention to this matter.

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.

Dear all,

We are sorry that we made you wait!

We have decided to return the funds to the player's account, which the player successfully requested for withdrawal.

We hope this does not upset you, dear Mr. Raghavendra

Best regards,

BlueChip Customer Care Manager

Thank u Bluechip and casino guru,

My confiscated funds was credited to my account...Thank u casino guru for solving my issue

Dear Raghavendra,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo