Chips.gg Casino - O jogador está tendo problemas com a verificação da conta.

When I attempted to make a withdrawal, I was asked to complete the KYC process. Since I didn't have my ID card with me at the time, I completed the parts of the process that I could without it, like taking photos. I planned to register my ID card the next day, but when I tried, the KYC section showed as "requested," and I couldn't register my ID card.

This situation has persisted, and even after a week, there has been no change.

I have contacted customer support several times through chat, but I received the same response: "We are waiting for contact, we will notify you if there is a response."

Without the ability to withdraw, I feel as though I'm experiencing a withdrawal rejection.

I am having trouble withdrawing funds and completing the KYC process.

出金しようとしたところ、KYCを求められたため、KYCを行いました。その時、IDカードが手元に無かったため、写真撮影など、IDカードが無くてもできる範囲を行いました。翌日改めてIDカードの登録を行おうと思いましたが、KYCを行うところがrequestedとなっていて、IDカードの登録が出来ませんでした。

その状態が今も続いており、1週間経っても変化が無いままです。

カスタマーサポートにチャットで何度か聞きましたが、「連絡を待っています、返答があればお知らせします」と同じことを言われました。

このままでは出金が出来ず、出金拒否されたのと同じだと考えています。

出金もKYCも出来ず困っています。

Dear aya.123, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Am I correct in understanding that you only submitted your selfie to this casino for verification purposes, and that you did not have any ID in hand, nor did you send copies of your ID to the casino?

Have you sent any other documents for verification?

Have your selfies been approved during KYC?

Have you tried contacting customer support via email to inquire about the status of your verification? If so, when was the last time you communicated with customer support?

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

Best regards, 

Veronika

Thank you for your reply. I will answer some of your questions.

Am I correct in understanding that you only submitted a selfie to this casino for verification purposes, and that you did not have any ID on hand, nor did you send a copy of your ID to the casino?

→ I sent a selfie. I first uploaded my driver's license to the page to register my ID, but it was not accepted and I was asked to upload another ID. However, I did not have my ID card on hand at the time, so I thought I would send it later, but I have not been able to send it until now.

Have you sent any other documents for verification?

→Not sent. I can't open the KYC screen, so I can't send it.

Was your selfie approved during KYC?

→Selfie photo approved.

Have you tried contacting customer support via email to inquire about the status of your confirmation? If so, when was the last time you had contact with customer support?

→ I have inquired three times. The last time was on 1/22.

thank you.

返信ありがとうございます。いくつかの質問にお答えします。

あなたがこのカジノに自撮り写真を提出したのは確認のためだけで、手元に身分証明書はなく、カジノに身分証明書のコピーも送っていないと理解してよろしいでしょうか?

→自撮り写真は送りました。身分証明書を登録するページに、まずは運転免許証をアップロードしたのですが、承認されず別の身分証明書をアップロードするように表示されました。しかしその時はIDカードが手元に無かったため、後で送ろうと思いましたが、現在まで送ることはできていません。

確認のために他の書類を送りましたか?

→送っていません。KYC画面を開くことが出来ないので、送ることができません。

あなたの自撮り写真はKYC中に承認されましたか?

→自撮り写真は承認されました。

確認のステータスについて問い合わせるために、電子メールでカスタマー サポートに連絡してみましたか? もしそうなら、最後にカスタマー サポートと連絡を取ったのはいつですか?

→3回問い合わせました。最後は1/22です。

よろしくお願いします。

I contacted customer support again today via chat, but I only got the same response as before and there was no progress at all.

There is no other way than to rely on casino guru.

thank you.

本日も再度カスタマーサポートにチャットで問い合わせしましたが、以前と同様の返事のみであり、全く進展がありませんでした。

casino guruさんに頼る以外に方法がありません。

よろしくお願いします。

Thank you very much, aya.123, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you.

It's been two weeks today, but nothing has changed. I still can't withdraw my money.

Thank you. Casino Guru is my only hope. Best regards.

ありがとうございます。

今日で2週間が経ちますが、何も状況は変わっていません。今も出金は出来ていません。

ありがとうございます。casino guruさんが唯一の希望です。よろしくお願いします。

Dear aya.123,

I'm Kubo, 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.gg Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Chips.gg Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification?

Thank you in advance for your response!

Best Regards,

Kubo

Thank you very much, Mr. Kubo.

It is a very encouraging presence for me right now, and I am grateful for it.

I contacted live support again today (2/4), but there has been no progress. It has been 20 days since I requested the withdrawal, but the money has still not been withdrawn and KYC has not been completed.

I would like to know if there is something wrong with me, but I have not received any response from live support.

I am not suspected of any wrongdoing, so I am able to answer any questions requested and provide any documents requested.

I am truly grateful for your assistance in this matter. I look forward to working with you in the future.

久保様、よろしくお願いします。

今の自分にとって、大変心強い存在であり、有り難く思っています。

本日(2/4)も再度ライブサポートに問い合わせましたが、何も進展がありません。出金申請から20日が経ちますが、未だに出金されず、KYCも完了しません。

何か私に原因があるのであれば教えて頂きたいのですが、ライブサポートに聞いても、何も返答がありません。

不正行為等、何も疑われることはしておりませんので、要求されたどんな質問にも答えることは出来ますし、どんな資料を提出することも出来ます。

仲介して頂いて本当に有り難く思っています。これからもよろしくお願いします。

Thank you, Kubo-san.

Shortly after Mr. Kubo's intervention, I received a message from live support informing me that withdrawals were now possible, and I was able to withdraw the full amount.

Thank you very much.

Was the delay in withdrawals a clerical issue, or was there something intentional on the part of the casino?

Chips.gg was an easy-to-use site, so if it was just an administrative problem, I would deposit money again and play in the future, but if the casino is not happy with my use of the site, I will refrain from using it in the future.

Please let me know what you think so I can avoid this happening again.

thank you.

久保様、ありがとうございます。

久保様に介入して頂いてから間もなく、ライブサポートから出金が可能になったと連絡があり、全額を出金することができました。

本当にありがとうございます。

出金が滞ったのは、事務的なトラブルだったのでしょうか？それともカジノ側の意図的な理由があったのでしょうか？

Chips.ggは使いやすいサイトだったので、事務的なトラブルなのであれば、今後再度入金して遊ぼうと思いますが、カジノ側が私の利用を快く思わないのであれば、今後の利用は控えたいと思います。

再度トラブルになることを避けるため、分かる範囲で考えを教えてください。

よろしくお願いします。

Hello,

The player was required to follow the standard onboarding process. The players funds were released without issue after completion.

Thanks,

Chips

Dear aya.123,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

In response to your question about whether the delay in your verification was due to a clerical issue or intentional on the casino's part, I believe it was simply part of the standard onboarding process, as the casino mentioned in their latest communication. KYC is a crucial procedure for most online casinos, and processing times can vary depending on the casino and several factors, such as the workload of the relevant departments or the level of cooperation from the player.

Since the casino has approved and successfully processed your verification, I believe you are now fully cleared to use their platform, and they will be happy to have you as a customer.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo