BlueChip Casino - Povlačenja igrača su zaplenjena.

Hello Casino guru,

I playing bluechip casino more than 1 year, I have issue with three withdrawal's....On 14th may, 23rd june,12th august, My withdrawal amount was deducted and shows as confiscate...When i contact support chat they said amount was confiscate because you break our terms and conditions while bonus amount...But there is no bonus amount...I played with my real balance and withdrawal after 1x wagering...Please solve this problem...I know it was too late to submit my complaint but i don't know about this casino guru solves casino sites issues who facing problems....If u can open my withdrawal issue and solve my problem it will be very helpful for me...

I am sending some screenshots about withdrawal conficaste...Only one withdrawal amount was play with bonus and win 5044... But that bonus balance plays(instant games) according to their terms and conditions(Max bet 400 and cashout at min 1.5x)...I play with casino terms and conditions... Other two withdrawal amount was play with my real balance one was 11000 and other was 8000....Please solve my problem...I believe u can solve my problem

Dear immushaik143sa,

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. 

• Is your casino account accessible to you? Can you log in?
• Could you please share with me the communication in which the casino accuses you of breaking any rules or justifies the confiscation of your funds?
• My email is tomas@casino.guru

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

Yes i am accessing my account and also no problem with login...But that conversation is three months old...In chat history only one month conversation showing...Not more than one month ..I am sorry i couldn't send the conversation between me and bluechip casino...I have only transaction history screenshots which was confiscate my funds........I am send this screenshots on mail also... It's three to five months old withdrawal's problem... So That's why I can't providing screenshots of chat history...And also at that time(4 months before) I don't know casino guru solving problem who facing issues in casino sites...I recently know about your service... That's why i am trusting casino guru to solve my problem... So if u possible solve my problem...

One more thing is i didn't break any casino rules...I play my deposite funds in slots with bet 50inr...After 1x wagering i submitted my withdrawal...But i don't know why it was confiscate...Casino says u have abuse our bonus terms and conditions...But actually it was my real balance...I win 5044 it was from bonus balance...But i play with maximum bet(800) allowed bluechip casino and also auto cashout over 1.5x in instant games with bluechips terms and conditions...But the Withdrawal which one is 11000 and other is 8000 it is my real balance...Then why it was confiscate...So please solve my issue

Hello casino guru i have another two withdrawal issues which was confiscate my funds...One amount was 6010 and other is 4800...I am sending these screenshots also to you..Hope u will help me

Dear immushaik143sa,

Usually, 'rejected' status doesn't indicate confiscation of your funds, it means the withdrawal was interrupted and money returned to your casino account.

Please provide evidence the casino removed this balance, otherwise the complaint will be rejected.

I'll await your reply.

Yes when i submitted withdrawal then bluechip casino rejected my withdrawal and it will credit to my account first.. After 2 minutes then it conficaste directly from your bluechip account...U can see clearly in five screenshots ... First rejected my submitted withdrawal then it was conficaste directly from my bluechip account...U can see in screenshots after rejected withdrawal what amount i submitted withdrawal that amount they confiscate automatically from my bluechip account....

U ask evidence about confiscate my funds... That's why I chat to customer support and ask my withdrawal's issues...They confirm that bluechip casino confiscate my five withdrawals funds...I am sending the chat history screnshot where they accept we confiscate your withdrawal funds...

Thanks for your patience.

Let me cite the relevant rule from the casino's terms and conditions here:

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:

▪ Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements.

While wagering deposit in Instant Games, the customer 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, The Company reserves the right to void (confiscate) any or all the player's amounts.

▪ Leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed.

▪ 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.

• Could you please explain which games or slots you played in the casino with the bonus bonus money and with real money?

I play EMIRATE 1 and EMIRATE 2 in slot games with real balance with bet Rs.50...I play these slots with my real balance more than 1x wagering after the i submit withdrawal request..And comes to bonus balance I play Jetx and magnify man in instant games with bonus balance with bet Rs.200-400 and cashout of 1.65x or more...In bonus terms and conditions u play instant games with max bet Rs.800 in VIP Instant bonuses...But i play not more than Rs.600

Thank you very much, immushaik143sa, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, immushaik143sa!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Dear immushaik143sa,

We regret that this situation has occurred, but we acted in accordance with our rules.

Your funds:

• May 14, 2024: 8,000 INR
• June 23, 2024: 5,044.50 INR
• August 12, 2024: 11,000 INR

Were confiscated in accordance with our rules 9.6, 9.5, and 10.2:

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.

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:

▪ Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements.

While wagering deposit in Instant Games, the customer 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, The Company reserves the right to void (confiscate) any or all the player's amounts.

▪ Leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed.

▪ 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.

Further details will be sent to Pavel via email.

Thank you for your understanding!

Best regards,

BlueChip Customer Care Manager

Hello bluechip,

I didn't cashout less than 1.5x in instant games while active bonus...I cashout on more than 1.65x or 1.60x...And also i completed wagering with bonus balance then i submitted my withdrawal... Then how can u confiscate my real funds... When i deposit with bonus i didn't activate it when i complete my 1x wagering with real balance then i submitted my withdrawal... Laterally i activate that bonus and also i completed that wagering with max bet(800) and cashout on 1.65x...

If u have proof i am abuse your bonus or break your bonus terms and conditions send me that proof...

And also I didn't use any strategies or any software for winnings...I play Genuine with my real and bonus balance... That bonus balance have to plays only in Instant games...I play only in Instant games with your bonus terms and conditions...

BlueChip Customer Care Manager, thank you for the explanation!

Please, send proof of player's breaches to my e-mail: pavel.k@casino.guru.

Dear Pavel and Immushaik143sa,

Thank you for waiting !

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

I would like to inform both sides that we are still investigating the case.

Hello casino guru ,

I need that proof what bluechip have been sent to you,, Because i didn't break any terms and conditions..So please sent to me that documents which was i break terms and conditions of bluechip..

I have only hope on you to solve my confiscate amount...

Immushaik143sa, we are still investigating the case and currently await the response from the casino. I thank you for your patience!

Immushaik143sa, we are still trying to find a way to get the casino cooperate, so I am extending the timer again. I thank you for your patience.

We are using all our resources to try to make the casino give us more information, but we need more time.

Hello casino guru,

Today also my amount was Confiscate...Today i win 8k with bonus but they confiscate my amount after submitting my withdrawal...I have all game history

Immushaik143sa, I think it is better to stop playing there until we resolve the issue.

Ok casino guru,

I will stop playing in bluechip casino until bluechip will return total 40k my confiscate amount return to my account...Casino guru please solve my issue as soon as possible..I have only one hope that is you

Dear Pavel,

We provided you with a response on January 15th. We apologize for not mentioning this here. We have just resent our response to you.

Thank you for your patience.

Dear immushaik143sa,

Thank you for your patience too.

Best regards,

BlueChip Customer Care Manager

BlueChip Customer Care Manager,

I have received all your responses. along with the last one. However, in none of them there are answers to my questions. I will re-send them here once more:

1. What exactly has the player breached? You have said that they have taken bonus for the Aviator, but they have played Magnify Man. Is it possible to know in any way the mechanics of the bonus/see its conditions to be sure that it is only for the Aviator game?
2. If player’s breach is playing restricted game with a bonus, then why the "multiplier" rule is mentioned? Had the player wagered their bonus in the restricted game along with making most of their bets on multiplier lower than 1.5x?
3. If the problem is only with playing restricted game is there any rule that restricts such play and why is it not enforced on the software level?

Instead of giving a proper response, you just cite rule 10.2 again:

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:

▪ Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements.

While wagering deposit in Instant Games, the customer 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, The Company reserves the right to void (confiscate) any or all the player's amounts.

▪ Leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed.

▪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.

Along with this rule there is almost no evidence attached except for some internal screenshots which we cannot use to explain anything of what happened. Usually, after the casino ignores our questions multiple times, we close the complaint as unresolved. However, given our partnership and the fact that Bluechip has the Fair badge, I have decided not to close it yet. Instead, I have asked my colleagues from another department to contact your team and explain the consequences of such noncooperation.

Dear Pavel,

We are grateful for your understanding, and we will try to explain everything more thoroughly and provide a detailed description in the email.

We are very sorry that this situation has occurred. We did not receive a response to our email.

Thank you once again for the opportunity.

Best regards,

BlueChip Customer Care Manager

Thank you, I will be waiting patiently!

Dear Pavel,

Thank you for waiting!

We have provided you with all the evidence and explanations regarding your e-mail.

Best regards,

BlueChip Customer Care Manager

We will give our final response after the internal discussion on 11.2.

Hello casino guru,

If u recieve any evidence from bluechip where i break their terms and conditions Please share to me what evidence was bluechip sent to you , where i break their terms and conditions ...I want to know about where i have cross their rules,,

I am requesting to you please send that evidence

Hello, Immushaik143sa,

We have communicated with the Bluechip Casino and they could not provide any evidence to us. The reason for it is because an alleged breach has happened almost a year ago and they do not keep their records for so long. If you have opened the complaint sooner, we maybe could have helped, but now it is not a casino's fault that this time has passed. On that not, I must say that our team has decided to close this complaint as unresolved, but with zero penalization, as it would be unfair to the casino.

I am sorry we could not help you more.

Respectfully,

Pavel K

Casino Guru Team