BlueChip Casino - A conta do jogador foi encerrada sem motivo aparente.

I have a account on this site with kyc verified but one day I play the game and I won it and when I go withdraw that said they you need to deposit first for withdraw so I deposited that and when I go to withdraw again they unverified my kyc and asked again for kyc so I give again my kyc but they rejected it and block my account without any explanation

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 Raj0172,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason of blocking your account?
• Do you still have active acess to your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have played the slots game and live casino only they don't give exact any reason why they blocked it and I don't have any access to my account now they blocked me permanently

Dear Raj0172,

Thank you for your reply.

Could you please share any evidence related to your blocked account? In particular, it would be very helpful if you could provide:

• A screenshot showing that your account has been permanently blocked
• Any previous login screenshots or messages confirming the block
• Screenshots of your communication with customer support (live chat or e-mails) regarding this issue

These documents will help us better assess your case.

Thank you in advance for your cooperation.

Karla M.

Dear Raj0172,

Thank you for providing the additional information.

From the casino's communication, I understand that they referred to Rule 10.1 and mentioned several possible violations. I would therefore like to clarify a few additional points:

• Is there anyone else in your household or using the same internet connection/IP address who has or previously had an account with BlueChip Casino?
• Have you ever used a payment method that was not registered in your own name?
• Did you use any bonuses before your account was closed, and if so, which bonus?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have only one account which was this and it was also verified i have used my own payment method which was registered on my name and I have used the bonus which the site self give to me and said after wager 35or 40 x i can't remember exactly then you can withdraw it and when I completed the wager in the slot game they said you need to deposit and when I deposited it and play with that money after that I try to withdraw then they blocked my account

Dear Raj0172,

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 K., (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,

Karla Mayfly

Hello Raj0172,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I 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.

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.