BlueChip Casino - Dobici igrača su zaplenjeni.

Hello casino guru,

My withdrawal amount 10200 was confiscate by bluechip casino... It was my real balance, Solve my problem

Dear krversion1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BlueChip Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Since when have you been a player in the casino?
• Is your account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Did the casino cite any broken rules as justification for the confiscation of your winnings?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 Casino guru,

I am playing in bluechip casino from one year.,,I didn't face this problem before,, But why this time.

I have no problem with my account and also i am logging successfully,

I play live casino and complete my 1x and i didn't break any rules or T&C.

I am sending screenshot of chat history and sending screenshot of confiscate amount and also my gameplay on 01-01-2025 and 02-01-2025, ... I completed my 1x wagering on live casino... I submitted two withdrawals first withdrawal was on 01-01-2025,, my first withdrawal Rs, 5100 was approved,, Then next day i submit another withdrawal Rs.5100, They cancelled two withdrawals and confiscate total amount... It was my real funds not bonus amount... Please solve my problem

I am sending of transaction history where bluechip casino confiscate my funds

Thank you very much, krversion1993, for providing the necessary information.

Let me refer to the rules mentioned by casino support:

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.

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.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ragav2119,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BlueChip Casino to join the conversation.

Dear BlueChip Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

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,

Thank you for waiting!

Dear Krversion1993,

We are very sorry that this situation has occurred, but you have repeatedly failed to follow the bonus wagering rules. You selected a bonus for a specific game but used it in a different one.

Here are the rules we followed: 9.5, 9.6, 10.1.

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.

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.

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:

·    participating in any type of collusion with other players;

·    development and use of strategies aimed at unfaithful bonus abuse;

·    fraudulent actions against other online casinos or payment providers;

·    provision of counterfeit documents;

·    use of stolen cards;

·    creating more than one account in order to get advantage from the Company’s promotions;

·    provision of incorrect registration data;

·    provision of counterfeit documents.

Best regards,

BlueChip Customer Care Manager

Hello bluechip,

First of all I didn't break any rules or terms and conditions...I followed all your rules...From first day to last day in bluechip casino i played same pattern...First i played with my real balance, complete 1x wagering and after that i submit my withdrawal....When it approved or when it balance was credited after that i activate my bonus....This time my withdrawal was approved but not credited and again i deposite with other bonus....From first day to last day end bluechip casino have no problem with my real funds...Then why now??....I totally completed my 1x wagering with my real balance...Yes i failed to complete wagering because the bonus balance was finished before wagering completion....I tried to complete the wagering but i couldn't....But i activate that bonus after my withdrawal was approved .....

If u have that proof where i break terms and conditions...Send that proof

Dear BlueChip Casino Representative,

Please forward me any evidence of the rule violations you have the player accused of at michal.k@casino.guru

Hello Casino guru and bluechip casino,

First of all thank u for returning my confiscate funds and i received my funds in my bank account... But why my account was blocked... I didn't break any rules or any terms and conditions because i didn't win any amount from bonus when u confiscate my funds...

I didn't break T&C but If there is mistake from me where i cross your rules i am sorry for that i don't know about that... I didn't repeat it again in bluechip casino.. Can u please unblock my account... From now i will be very carefull about your rules and terms and conditions... Can u please unblock my account

Dear all,

Thank you for waiting.

Dear Michal,

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 krversion1993,

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

Hello bluechip casino,

Thank you for returning my confiscate funds and i successfully withdrawn my funds.. But why you are block my account..

As you mentioned i break your T&C with bonus?? But i already said about this issue I didn't breach or break your rules once again i am confirming that first i played with my real balance and submitted withdrawal... Because mainly i play with real balance not with bonus ....Very Rarely i play with bonus.

When i submitted my withdrawal after than i just activate and playing with bonus...I didn't win anything from bonus ...So please don't do this...

Please unblock my account

Dear BlueChip Casino Representative,

Thank you for your response and the information provided via email. I consider your approach in this particular case as reasonable.

Dear ragav2119,

While I understand that closing your casino account might not appear fair from your point of view, however, if the casino team assesses your activity as suspicious, they are in their right to close your account as long as all financial obligations are fulfilled.

This approach is in line with the first part of this rule which reflects a similar rule that can be found in almost all casinos:

9.8. In case we, in our sole discretion, believe that a customer is involved in any fraudulent activities, we reserve the right to close the customer’s account at the Website and all other partner websites on our platform.

A similar rule can be found in almost all casinos. We cannot force the casino to offer their services to you once they consider your gameplay in breach of their rules. This decision rests entirely with the casino's discretion.

This being said, as the initial issue has been addressed and the casino has returned the previously confiscated funds to you, which you have in the meantime successfully withdrawn, I consider this complaint resolved. May I go ahead and close this complaint, or is there anything else you require assistance with?

Dear krversion1993,

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.

Hello casino guru,

You may close my case,thank u solving my issue,,I am happy with your service...

Now you may close my complaint

Dear krversion1993,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help. 

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 Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru