Chips.gg Casino - El retiro del jugador se retrasa debido a la verificación KYC.

I was asked to provide KYC when I tried to withdraw money, so I submitted it. I was told that the verification would be completed in 5-7 days, but it has been about 15 days and the verification is still not completed, so I am not allowed to withdraw money.

出金時にKYCを求められたので提出しました。確認は5-7日間で終わると言われましたが、15日ほどたった今でも確認が終わらず、出金させてもらえません。

Hello,

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.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

thank you.

I will answer below.

Can you tell me what documents you have already submitted?

→We have been informed that identification has been submitted and KYC has already been completed.

Have you submitted all the required documents as soon as possible and in the correct format?

→ I submitted it immediately and they confirmed that KYC was completed.

ありがとうございます。

下記に回答します。

すでに提出済みの書類を教えていただけますか?

→身分証を提出済みで、既にKYCは済んでいると報告いただいております。

必要な書類はすべてできるだけ早く正しい形式で提出しましたか?

→すぐに提出して、KYCについては終えていると確認いただいております。

I received the following message, my withdrawal was refused, and my account was frozen.

I had no idea what to do and was just betting normally.

Following a comprehensive review of your recent activity on Chips.gg, our team has identified patterns that fall outside the intended recreational use of our platform, specifically within the Sportsbook section. This activity has been reviewed in the context of our Terms of Service and internal risk controls.

As a result, your account will be permanently closed, and access to all Chips.gg features will be disabled.

Section 13.1 of our Terms and Conditions, Chips.gg reserves the right to suspend or close accounts and, where applicable, adjust balances if there are reasonable grounds to believe that the platform has not been used in line with our guidelines.

Section 3.13 , our Sportsbook platform may take such actions without prior notice. Please note that the creation of any future accounts is not permitted and will result in immediate restriction. This action is taken to preserve the integrity and long-term sustainability of the Chips.gg community.

This decision is final and has been made to protect the integrity, security, and long-term sustainability of the Chips.gg community. We regret any inconvenience caused and appreciate your understanding.

下記のメッセージがきて、出金拒否、アカウント凍結されました。

全く心当たりがなく、普通にベットしていただけです。

Following a comprehensive review of your recent activity on Chips.gg, our team has identified patterns that fall outside the intended recreational use of our platform, specifically within the Sportsbook section. This activity has been reviewed in the context of our Terms of Service and internal risk controls.

As a result, your account will be permanently closed, and access to all Chips.gg features will be disabled.

Section 13.1 of our Terms and Conditions, Chips.gg reserves the right to suspend or close accounts and, where applicable, adjust balances if there are reasonable grounds to believe that the platform has not been used in line with our guidelines.

Section 3.13, our Sportsbook platform may take such actions without prior notice. Please note that the creation of any future accounts is not permitted and will result in immediate restriction. This action is taken to preserve the integrity and long-term sustainability of the Chips.gg community.

This decision is final and has been made to protect the integrity, security, and long-term sustainability of the Chips.gg community. We regret any inconvenience caused and appreciate your understanding.

Thank you for your reply. Do I understand correctly that you focused on sports betting?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent a screenshot of the exchange.

I was playing sports bets and slots. I have never cheated.

The freezing also occurred when I first withdrew a small amount and then tried to withdraw my entire balance.

I hadn't made any additional bets during that time, so the withdrawal was refused for an obviously absurd reason.

やり取りのスクリーンショットを送りました。

スポーツベットとスロットをプレイしておりました。全く不正に当たることはしておりません。

また、凍結のタイミングも一度少額を出金してから、その後に残高全てを出金しようとしたタイミングで起こりました。

その間に特に追加のベットもしておらず、明らかなデタラメな理由での出金拒否です。

Thank you for your email. I apologize, but if your account has been blocked due to your sports betting activity, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. I understand this situation is frustrating, and we would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. 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 this or any other casino, and we will try our best to help.