Chips.gg Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

I can't withdraw money because KYC has not been completed.

A similar thing happened about six months ago, but casino guru mediated the issue and it was resolved.

I was able to withdraw money many times after that, but my withdrawal request on July 6th was rejected.

I have contacted live support several times and every time they reply "I will contact the relevant team", but the situation has not changed to this day.

I would appreciate your help this time too.

thank you.

KYCが完了していないとのことで、出金ができなくなりました。

半年くらい前にも同じようなことがあり、その時はcasino guruさんに仲介して頂き、問題は解決されました。

その後は何度も出金できていましたが、7月6日の出金申請は却下されました。

ライブサポートにも何度か相談し、毎回「担当のチームに連絡します」と返事されるのですが、現在まで状況は変わりません。

今回も助けて頂けると有り難いです。

よろしくお願いします。

Hello,

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

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

• Is your account accessible to you? Can you log in?
• Which documents did the casino request? When have you provided them?
• When was the last time you were in contact with casino support? Could you please share any recent communication between you and the casino discussing the issue? Send it to my email at tomas@casino.guru
• Have you achieved your winnings with the help of a 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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

thank you.

Can you access your account? Can you log in?

→ You can access the site. You can log in. You can play as usual.

What documents did the casino ask for? When did you submit them?

→There are no requirements from the casino.

When I told live support that I wanted to do KYC but couldn't, they replied that they would contact the relevant team, but I haven't heard anything back since.

When was the last time you contacted the casino support? Can you let me know if you have had any recent discussions with them about this issue? Please send them to my email address.

→ 5 days ago. I will send a screenshot of the chat to the email address above.

Did you win any money using the bonus?

→Not in use.

thank you.

よろしくお願いします。

・あなたのアカウントにアクセスできますか？ログインできますか？

→アクセスできます。ログインできます。プレイも通常通りできます。

・カジノはどのような書類を要求しましたか？いつ提出しましたか？

→カジノからの要求はありません。

僕がライブサポートに、KYCを行いたいが出来ないことを伝えると、担当のチームに連絡しますと返答があるものの、その後は何の連絡もありません。

・最後にカジノのサポートに連絡を取ったのはいつですか？カジノ側と最近、この問題について話し合った内容があれば教えていただけますか？私のメールアドレスまでお送りください。 tomas@casino.guru

→5日前です。チャットのスクリーンショットを上のメールまで送ります。

・ボーナスを利用して賞金を獲得しましたか?

→利用していません。

よろしくお願いします。

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Chips Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Chips Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello.

We have reopened this case as per the casino's request.

Dear Chips.gg Casino,

Could you update us regarding this case, please?

Thank you.

Respectfully,

Romi

Hey,

the player was paid in full back then.

Dear user,

Could you please confirm that?

Thank you in advance.

Respectfully,

Romi

Yes, I received a call from the casino shortly afterwards and they withdrew the full amount.

I'm sorry for the late reply.

This is all thanks to Casino Guru for their cooperation. Thank you very much.

はい、その後しばらくしてカジノから連絡があり、全額出金されました。

連絡が遅くなり申し訳ありません。

Casino guruさんのご協力のおかげです．ありがとうございました。

I checked my records and the withdrawal was made on August 27th.

Thank you for your help.

記録を調べたところ、8月27日に出金されました。

助けて頂き、ありがとうございました。

I logged into my account for the first time in a while and saw that I still had a $50 bonus balance.

Today I requested a withdrawal of that $50.

I will comment here as soon as I confirm the withdrawal.

thank you.

久しぶりにアカウントにログインして確認したら、50ドルのボーナス残高が残っていました。

本日、その50ドルを出金申請しました。

出金が確認できたら、すぐにここにコメントします。

よろしくお願いします。

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please surely let us know if you experience any issues with your last withdrawal, though.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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: https://www.trustpilot.com/evaluate/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, 

Romi

Casino.Guru