BlueChip Casino - La cuenta del jugador ha sido cerrada y el saldo confiscado.

"I am filing a complaint against BlueChip Casino for abruptly locking my account and confiscating my entire balance without providing any valid reason, explanation, or evidence.

I have played fully in accordance with the rules. However, when I noticed my balance was missing, I contacted their VIP Live Chat support. The agent, Ami, told me that my funds were confiscated under 'Rule 9.5'. When I demanded an explanation or proof of what this rule meant or how I allegedly breached it, she completely refused to disclose any details, claiming security confidentiality.

Shortly after I insisted on a clear explanation and requested an escalation to senior management, the agent informed me that my account was permanently suspended and restricted under 'Rule 9.6', and that my remaining funds are completely ineligible for a refund.

The casino is hiding behind vague terms (Rule 9.5 and Rule 9.6) to unjustly seize my legitimate funds and stonewall my inquiries. I have attached the full chat screenshots as absolute proof of their refusal to cooperate or provide transparent answers. I request Casino Guru to mediate this issue, look into their internal logs, and help me recover my confiscated balance."

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play at this casino? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

I played aviator, slot at the casino.

Regarding the winnings: I accumulated my winnings approx 11750 and I deposited 12200 and withdra only 11750

and with a bonus I played aviator and win approximately 5600

Regarding the household/IP address: "No, there is no chance that anyone else

I hope this helps you move forward with my complaint. Please let me know if you need any further information.

Best regards,

[name hidden by Casino Guru]

Hello Suraj3112,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was away from the office.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification? If you sent any documents to the casino, kindly forward them to me as well at veronika.f@casino.guru.

Subject: Regarding KYC Verification Issue - Complaint Update

Hi Veronika,

Thank you for your response.

Regarding your question, yes, I have already submitted my identity documents for the full KYC verification on the casino platform. In fact, I have tried submitting my Passport and official Bank Statement more than 10 times, but the casino keeps rejecting them without any valid reason.

As requested, I am forwarding the exact same documents (Passport and Bank Statement) to you in the attachment of this email so you can review them and assist me with this issue.

Please help me understand why the casino is repeatedly rejecting these official documents and help me get this resolved.

Best regards,

S. K. V.

I have not received any emails from you yet. Could you please specify which email address you used to contact me?

Dear Suraj3112,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru