Chipstars Casino - La cuenta del jugador ha sido bloqueada.

The casino accuses me of having acted fraudulently. But they don't present any evidence because there was nothing I did wrong. Also, my account just got banned.

Das Casino wirft mir vor betrügerisch gehandelt zu haben. Sie legen aber keine Beweise vor, denn es gab nichts was ich falsch gemacht habe. Des Weiteren wurde mein Konto einfach so gesperrt.

Dear hochg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

I registered about 2 months ago. Was also able to verify my account and make a withdrawal. I played slots and sports betting. I played slots with a bonus and I played sports betting without a bonus.

Ich habe mich ungefähr vor 2 Monaten registriert. Habe auch mein Konto verifizieren können und eine Auszahlung tätigen können. Ich habe Slots und Sportwetten gespielt. Slots habe ich mit einem Bonus gespielt und Sportwetten habe ich ohne einen Bonus gespielt.

Thank you, hochg, for the clarification. As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since you played both, sports betting and slots, we will try to help you. However, I'd like to warn you that if the reason to block your account will become sports betting related, we will be forced to reject your complaint in the end.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll proceed to contact the casino, please?

ok, I understood

ok, habe ich verstanden

Is there any relevant communication that you wish to forward to me, please?

no

nein

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

Hi hochg,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Chipstars Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Dear Tomas,

Yes, we would like to provide some information on this matter, there are some details which should remain private due to privacy regulations of all parties involved, I have sent an email with more details via email.

Our sportsbook provider has flagged several bets of the player as fraudulent, constituting a breach of our TCs https://chipstars.bet/en/legal/terms-and-conditions 12.5.3.1 , 12.5.3.4 and a few more. Thus, the affected bets have been cancelled, even a single such breach is enough for a ban, due to the potential severity of such breaches.

These are severe breaches and the risk team has decided to not offer the service to the player any more and too keep the account permanently locked.

We have informed the player that all his deposits will be refunded, to which the player has not constructivelly replied so far. We would like to pay out 50 Euro, then the players deposits would all have been refunded, we have requested the desired payment method, but to my best knowledge not received an answer yet.

We regret that there has not been any alternative way to resolve this and wish the player all the best.

Dear hochg,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue so I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding, and also thanks to Chipstars Casino for providing the information.

Kind regards,

Tomas