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I have placed a withdraw of ₹19722 and my winnings was confiscated by casino, when I contacted them, they said u have violated rule 9.5 when I asked details where I violated they refused to tell me in name of their policy.

Dear Pushpa1705,

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

Could you please specify what types of games you played (slots, live casino games, sports betting)?

Have you passed the full KYC verification, or at least uploaded your documents for verification?

Did you accumulate your winnings with or without a bonus?

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

I played live casino Games , Auto Roulette by Evolution provider, They didn't asked me to do KYC yet.

I got 20% live casino bonus on my losses in live casino, with 20x wager requirements, with max payout 8k, so I successfully converted bonus into 3-4k inr. After that I played using that real money and won further money and placed withdraw of ₹19722.

Thank you very much, Pushpa1705, 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 Pushpa1705 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 were player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear all,

Thank you for waiting!

Dear Pushpa1705,

You used a bonus in the forbidden game Auto-Roulette.

Therefore, we followed our rule 9.5 and the Casino Bonus Terms & 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.

WAGER CONDITIONS

You can fulfill your bonus wagering requirements only in selected slots, instant games and/or live games specified in certain bonus Terms and Conditions.

The following games (listed by the link) have 0 contribution towards wagering requirements.

While wagering an active bonus on Instant Games, the player should cash out (whether manually or using the Auto-Cashout feature) at multiplier x1.5 or higher. Otherwise, it shall be considered fraudulent behavior. In such a case, BlueChip reserves the right to void (confiscate) any or all the player's bonus amounts.

Best regards,

BlueChip Customer Care Manager

Auto roulette game is not forbidden and is within the casino terms and conditions,please do ur studies properly and then reply. The bonus was live casino bonus of 20% , and I have played eligible live casino game which is Auto roulette.

Thanks to the both parties for the update.

Dear BlueChip Casino representative, according to our Fair Gambling Codex, casinos should prevent players from accidentally breaking the Bonus T&Cs by enforcing game restrictions on the software level. The players should either be not able to play the games or the wagering in the games should not count towards the wagering requirements of the bonus. We consider any confiscation of funds to be against the spirit of fair gambling. I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

Dear all,

Thank you for waiting.

Dear Peter,

From our side, we always adhere to the rules of fair play, and all conditions are clearly outlined in our product's terms on the website.

Since we value our reputation and do not want to damage it because of a player who unfairly uses the bonuses provided by us, we will return the funds to this user's accounts. He will be able to either withdraw or play with the funds, but after that, we will be forced to block his accounts.

We have sent you an email outlining all the points.

Dear Pushpa1705,

We are very sorry that such a situation has occurred. However, we have decided to return your funds and block your account, as you have violated our rules regarding the fair use of the bonuses provided to you by us.

Earlier, we mentioned the rules.

Best regards,

BlueChip Customer Care Manager

Thank you for the positive update BlueChip Casino representative.

Dear Pushpa1705, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Ok Peter, Thank u very much for ur support!!!!

Thank u Casino Guru Team!!!!

I will definitely inform u once I receive my withdrawal!!!!

Hello Peter, I can confirm u that I have received my withdrawal of ₹19722, Thank u very much to the Casino Guru Team, without u this was not possible!!!!

As soon as my withdrawal was paid my casino account is closed by them and now I am not able to login, it's ok.

Once again thank u very much, and u can suggest me any good casino which has fair bonus terms and conditions if possible.

Dear Pushpa1705,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter