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Hi Team Please Help On This issue My Money Is confiscated by Blue-chip casino The amount is 38000

Dear Ray_110,

Thank you very much for submitting your complaint. I’m sorry to hear about the confiscation of your funds by BlueChip Casino.

We understand that the casino cited the following rule from their terms and conditions as the basis for their actions:

"5.1.8 The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty."

To assist you better, could you please clarify the following:

• Did the casino provide any explanation or evidence to support their claim that you may have violated this rule?
• Can you confirm whether the payment method used to top up your account belongs to you? If it does, have you provided the casino with proof, such as a bank statement or confirmation from your payment provider?
• Were you contacted by the casino regarding this issue before the winnings were confiscated? If so, could you share any relevant communications or forward them to petronela.k@casino.guru?
• Have you used this payment method on the platform in the past without encountering issues?
• Do you currently have any remaining balance in your account or pending withdrawal requests?

Your cooperation in providing this information is crucial for us to proceed with the case. Without your input and supporting documentation, we won’t be able to move forward effectively in mediating with the casino.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petrolnela Thank For The Response

Yes i have Submitted Every payment Proof and , Deposit Submitted From My UPI Id

I have Provided them Bank statement

I am Asking Them Of The Evidence Of My Violation, but They Are Refusing To Show me The Evidence and I also Told Them This Practice Is wrong, Every Online Platform Gives You chance When You Violet Unintentionally , But In this Case They are not Even The Providing The Evidence Regarding my Violation

And Yes I have Used this payment method multiple time without Facing Any Violation

Hi Ray_110,

I’m sorry for the delayed response to your complaint.

• To assist you further, could you kindly confirm whether the payment method you used to top up your account belongs to you? If it does, have you already provided the casino with any proof, such as a bank statement or confirmation from your payment provider? This documentation is often required for verification purposes.
• Additionally, could you let us know if you currently have any remaining balance in your account or if you have any pending withdrawal requests?

Please send any relevant documentation or evidence, including bank statements or payment confirmations, directly to my email at petronela.k@casino.guru. 

Thank you in advance.

Dear Ray_110,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.