BlueChip Casino - La cuenta del jugador está cerrada por presuntas infracciones.

Hello..I register in this casino and I make a deposit without bonus..I play in slots and sports..I win and I verify my account ...I ask withdrawal and after that my account block..I contact in live chat and they answer me that" Your account has been blocked due to a violation of our Terms and Conditions. Please find the detailed explanation below."

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear souflis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you better and understand the situation, could you please provide more information by answering the following questions?

• What specific violation of the Terms and Conditions were you informed about?
• Have you received any communication from the casino regarding the reason for your account block?
• Which documents did you submit to the casino for verification? Has your account been successfully verified before the casino blocked you?

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

Best regards,

Veronika

Yes they send me this e mail

We regret to inform you that your account has been suspended due to a violation of our anti-fraud policy (T&C 10.1 and 9.1.1), which includes actions such as colluding with other players or using forged documents. You can find more information about this rule by visiting the following link:https://bluechip.io/general-terms-conditions

I have send my passport and my first page of my wallet (binance)to see that wallet is mine..my account it is foul verify ..I send you screenshot Thank you

Thank you very much, souflis, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

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.

Hello there,

Thank you souflis for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BlueChip Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear Souflis,

Thank you for waiting.

After reviewing your case, we can confirm that your account was blocked in accordance with our Terms and Conditions, specifically clauses 9.1.1 and 10.1:

10.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. The Company considers the following actions as fraudulent, including but not limited to:

• participating in any type of collusion with other players;
• development and use of strategies aimed at unfaithful bonus abuse;
• fraudulent actions against other online casinos or payment providers;
• provision of counterfeit documents;
• use of stolen cards;
• creating more than one account in order to gain an advantage from the Company’s promotions;
• provision of incorrect registration data.

9.1 The Company retains the right, at its sole discretion:

• 9.1.1 To deny registration to any customer who has submitted a registration request on the website, for any reason and without the need to provide an explanation.

We understand that this decision may be disappointing, and we truly appreciate your patience and understanding regarding this matter. Please know that these measures are in place to ensure a fair and secure gaming environment for all our players.

Best regards,

BlueChip Customer Care Manager

Thank you for the update BlueChip Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We have provided you with all the necessary information via email, please check the details.

Looking forward to your reply.

Kind regards,

BlueChip Customer Care Manager

I have all screenshot of my winning in slots...I do not have other account with this casino and I do not take never bonus. Also I uploaded my passport and my first page of binance wallet as they ask me in live chat...I have all documents for you if need it...

Thank you for providing me with the information BlueChip Casino representative.

Dear souflis, would it be possible to provide me with a picture of your passport for review so I can cross-reference it with the information provided to me by the casino? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello mr Peter..I send you my passport in your e mail and one selfie with passport...I am here to send you all necessary to ask me..thank you

Thank you for your cooperation souflis. I am in contact with the casino representative. I will keep you updated about any new developments. Thank you for your patience during this time!

Hello mr Peter..I send you video to ask me in your e mail.if need anything else please inform me.Thank you

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 Peter,

We sent you a response to your email on November 14 with confirmations supporting our statements. Could you please let us know if you received it?

Best regards,

BlueChip Customer Care Manager

Thank you for the update BlueChip Casino representative. It seems I have accidentally set up the timer for the casino instead of the player. I have requested that the player send me a video posing with their passport to dispel any suspicion that the document has been tampered with.

Dear souflis, I have not received any new emails from your side. Could you please make sure you have sent it, or alternatively, send it again to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

I have send it mr Peter.. please check your e mail..I have send it in 14/11/2025 but I think that you do not receive it..I send it again now please check..I always here for what ever you need.. Thank you

Hello Mr.Peter..please confirm if receive my video with my passport to asked me..Also inform me please if need anything else. Thank you for support

Dear souflis, I have provided the video to the casino representative for review. I will update you once there are any new developments. Thank you for your patience during this time!

Dear Peter,

Thank you very much for the details you provided.

Dear souflis,

We have cross-checked all the information and would like to inform you that we have unblocked the account so you can complete the verification once more. Please note that you have 24 hours to finish the process. We look forward to receiving your newly submitted documents.

Best regards,

BlueChip Customer Care Manager

Hello bluechip casino.. I upload my documents as you ask me and my account is again verify..I ask my withdrawal again..

Dear souflis, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

My withdrawal is painding Mr Peter..Thank you for support..I will inform you when withdrawal complete..Once again Thank you

Hello mr.Peter...again I can not login in my account..they unblocked it is login and I ask my winnings...after some hours my account again is block!!!I think they are not serious...I have tired with them...thay ask me again verification as I do it ..ask my passport again and live video as I can and my account it is again verified as I tell you before...Now again my account is blocked with 2.500e open withdrawal...

Dimitrios, as I can see, your account has been blocked in accordance with Rule 9.1.1 of our Terms and Conditions, which grants the Company the right to deny registration or access at its sole discretion and without the need to provide an explanation.

Also, your account is no longer accessible and has been blocked under rules 9.7 and 9.8, as access to the website may be suspended or restricted if there are concerns regarding prohibited activities.

Moreover, your account has been restricted under Rule 10.1, as the company maintains a strict policy against activities that violate fair play.

This includes, but is not limited to, multiple account creation, inaccurate registration details, or misuse of promotions.

Dimitrios, more information regarding the rule can be found on our site:

Dear souflis,

Thank you very much for your patience.

The required documents were not received within the 24-hour time frame. Our team has already contacted you via email with instructions for completing the verification process. Please review the details provided.

We look forward to receiving your documents.

Best regards,

BlueChip Customer Care Manager

You are not serious of course..I upload the decouments after 3 hours to receive your answer..I upload my documents, verify again my account .i ask withdrawal again and you block and rejected again my withdrawal..so I will inform my lawyer to start all legal methods against you..

Bluechip please check again your e mail ..I upload this to ask me as replay to your e mail ...Of course I can not upload in your sait because again block my account after to ask my winnings..

Dear souflis,

Thank you very much for your understanding.

We would like to highlight that, since we did not receive all the required documents within the 24-hour time frame, the system automatically locked your account.

We understand your frustration and are doing our best to complete all the necessary steps. The documents you provided are already being reviewed by the relevant team. Please be assured that we are doing everything possible to process them as quickly as we can.

Best regards,

BlueChip Customer Care Manager

Dear souflis,

Thank you very much for your cooperation and for providing the requested documents.

We would like to inform you that your account has now been unblocked.

We kindly ask you to create withdrawal request.

Best regards,

BlueChip Customer Care Manager

Thank you very much for the update BlueChip Casino representative.

Dear souflis, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

My account is reopen and money paid and account close again..Anyway I receive my winnings

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear souflis,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter