BlueChip Casino - Igrački nalog je zatvoren.

Hello Casino guru,

Today my bluechip account was blocked...

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear immushaik143sa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

I played slots and live casino.

My kyc successfully completed,

My winnings are without bonus... I played with my real balance

Thank you for your reply and for providing the previous details, immushaik143sa.

Could you please clarify the following:

• Have you recently updated your account information or made changes to your banking details?
• Which withdrawal method are you attempting to use?
• Have you checked whether any pending documentation is required by the casino?
• Additionally, could you provide any further communication you had with the casino? This may include screenshots, emails, or chat transcripts. You can send all relevant documents to petra.h@casino.guru or upload the screenshots directly to this thread.

Thank you again for your cooperation.

No... I didn't update or change my bank details,, I used only one bank account details,

I used only Imps withdrawal option,

No,,, I already submitted my kyc verification details and there is no issue with kyc,,

Thank you for your reply and for providing the previous details, immushaik143sa.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No,, i have only one account and also using in two mobiles was same account,, My first mobile has some issue that's why i am using other mobile,, But that was only one bluechip account,,

I already sent communication chat to u earlier now i have only mail which is bluechip was sent to me.. I am sending that

Dear immushaik143sa

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello immushaik143sa,

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

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, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear all,

Thank you for the opportunity to clarify this case.

Following a thorough investigation, we identified violations of our Terms and Conditions. Based on the results of this review, the user’s account was blocked in accordance with clauses 3.3 and 10.1 of our T&C.

• 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 opened on the Website will be considered "Duplicate Accounts." You must not attempt to open a Duplicate Account, including by providing false or alternative credentials.

• 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 abusive bonus exploitation;

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 gain an advantage from the Company’s promotions;

provision of incorrect registration data.

All evidence supporting the violations of our Terms and Conditions has been provided to the Casino Guru representatives for review in email.

Thank you very much for your cooperation.

Best regards,

BlueChip Customer Care Manager

Hello bluechip casino,,

The bluechip account is on my name only and i deposit with my upi methods not using other person's bank accounts.. And also i have only account and one ip address... Don't metion these false allocations... Send me that proof where i used other account or other user's ip address

Thank you for all the information and evidence, BlueChip Casino Team.

Dear immushaik143sa,

I have received and reviewed the evidence provided in support of the casino’s decision. Unfortunately, after collecting and assessing all relevant information, we must conclude that this complaint is Unjustified due to a breach of the casino’s terms and conditions. Specifically, there is evidence of multiple accounts created from the same device and the same IP address range. This cannot be seen as just a mere coincidence. Additionally, you confirmed that no one else in your household plays at BlueChip Casino, which further supports this conclusion.

Every online casino maintains a very strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru