Chips.gg Casino - La cuenta del jugador ha sido bloqueada.

Hi there,

I created my account at Chips.gg because the casino looked reputable. I've never had any problems either. Payouts were always instant (regardless of the amount) and deposits were credited quickly.

Now I registered there (already 1-2 years ago) when I was still a minor. When I turned 18 on March 2nd this year, I uploaded my documents there and was verified.

When I deposited $10000 in $CAKE cryptocurrency a few days ago and then rolled it up to $12000-$13000, I was only able to withdraw $10000 due to the daily withdrawal limit. I wanted to pay off the rest the next day.

The next morning I went to Chips.gg on my phone and was redirected to the "under maintenance" page.

I switched browsers and was able to open the page (with the browser I was NOT logged into Chips.gg in) with no problems.

When I tried to log in there, the message "Account is banned" came up.

I wrote to the live support, they either don't answer at all at some point and the e-mail support.... Which e-mail support? I don't get any replies there.

In a nutshell: I still have $2000-3000 in my account that I can't withdraw because I can't log in because my account got blocked out of nowhere (even though it was verified)

Hallo,

ich habe mein Konto bei Chips.gg erstellt, da das Casino seriös aussah. Ich hatte auch nie Probleme. Auszahlungen waren (egal welche Höhe) immer instant und Einzahlungen wurden schnell gutgeschrieben.

Nun habe ich mich dort registriert (schon 1-2 Jahre her) als ich noch minderjährig war. Als ich am 02. März diesen Jahres 18 Jahre alt wurde, habe ich meine Dokumente dort hochgeladen und wurde verifiziert.

Als ich vor ein paar Tagen 10000 $ in der Kryptowährung $CAKE eingezahlt habe und diese dann auf 12000 $ - 13000 $ hochgespielt hatte, konnte ich wegen des täglichen Auszahlungslimits nur 10000 $ auszahlen. Den Rest wollte ich am nächsten Tag auszahlen.

Am nächsten Morgen ging ich mit meinem Handy auf die Seite Chips.gg und wurde zur "under Maintenance" Seite weitergeleitet.

Ich wechselte den Browser und konnte die Seite (mit dem Browser in dem ich NICHT auf Chips.gg eingeloggt war) ohne Probleme öffnen.

Als ich mich dort anmelden wollte, kam die Nachricht "Account is banned" auf.

Ich schrieb dem Live-Support, dieser antwortet entweder irgendwann gar nicht mehr und der E-Mail-Support.... Welcher E-Mail Support? Dort erhalte ich gar keine Antworten.

Kurz und knapp: Ich habe noch 2000-3000 $ auf meinem Account, die ich nicht abheben kann, weil ich mich nicht einloggen kann, da mein Account aus dem Nichts gesperrt wurde (obwohl er verifiziert war)

Dear NielsGambling,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you made many successful withdrawals before you verified your account?

Have you received any explanation from the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I have emailed you.

I have also seen your header for this complaint: "The player from Germany has been blocked after requesting a withdrawal." which is not correct in this case.

On that evening, I have made a withdrawal of $10000 worth of $CAKE which I also received. I could not make an additional withdrawal until my daily remaining withdrawal balance resets. I do not have any open withdrawals at the casino, but I have a high balance, which I am unable to cashout because of the blocked account.

To your question above: YES! I was able to make more than $50000 (accumulated) in withdrawals before I was verified.

Also, i have not received any E-Mail from the Casino regarding this matter. I have written to a support moderator on Discord and an Admin on Telegram, they both told me that they could do nothing and that i needed to write an email and wait for a response (they also told me a response could take up to 30 days).

Thank you very much for your emails, NielsGambling. I see that the casino accused you of lying when creating an account. Could you please clarify what happened?

As I said earlier, I have created the account when I was underaged.

I do not remember if I was in need to clarify my date of birth in this crypto casino upon registration.

As I turned 18 on the 02.March this year, I have uploaded my documents and my account got verified.

I checked what details are required to create an account and pretty much there is nothing else that a player could lie about during the registration other than their date of birth.

So I decided to test it out and create an account as an underaged person and I wasn't able to complete the registration. Please, see here:

Unfortunately, we cannot support you further in this case under these circumstances. The player should always provide correct and current information. It is clear that the casino blocks players younger than 18 from creating an account, and if you manipulated your details to register, there is not much more we could do here.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Hello. Thanks for your reply.

The Casino is very young and I was one of the first players on that site. As far as I remember (and I can also be wrong here) I only had to give a Username, Email and Password.

i believe that I did not need to enter an date of birth because, when I wanted to verify myself as I turned 18, they asked me for that on their verification page and then I could use my real date of birth and got verified without any problem.

And the account got verified by them. With my real details.

and I still have high sums of money in that account.

I am sorry, but the second reason for blocking you that the casino mentioned is that you breached the T&Cs by registering as an underaged person. The casino clearly blocks such players and you also agreed with the T&Cs before you created an account. We believe that the casino should perform the KYC as soon as possible, however, there are no universal rules that should be applied when it comes to verification and it is up to each casino when they ask for documents.

Unfortunately, we are not able to help further under these circumstances. After gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino and we will try our best to help.