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

Hello,

I've been playing in this casino for a few weeks. At first everything was fine, I made a deposit and even managed to make a few withdrawals. One day they asked me to do KYC. I had no problem. I did. I sent all the documents. They didn't reply to my email. There was only a bot on the chat. It kept ignoring me. One day I got a message that my account was blocked. That's all. This is my only account. I have no contact with them. Can you help me?

Witam,

grałem w tym kasynie od kilku tygodni. Na początku było wszystko dobrze robiłem depozyt nawet udało mi się zrobić kilka wypłat. Pewnego dnia poprosili o zrobienie KYC. Nie miałem problemu. Zrobiłem. Wysłałem wszystkie dokumenty. Nie odpisywali mi na email. na chacie był tylko bot. Ciągle mnie ignorował. Pewnego dnia dostałem informację, że moje konto jest zablokowane. Tylko tyle. Jest to moje jedyne konto. Nie mam żadnego kontaktu z nimi. Czy możesz mi pomóc?

Dear Lodzia93,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any reason for the account block?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hello,

Yes, I did KYC. KYC was accepted because I have made withdrawals before and there was no problem.

I did not use the bonus.

I did not receive any response in the chat.

I'm sorry, but I have no communication with the chat. They don't answer me on chat or email.

Regards

Michael

Witam,

Tak, zrobiłem KYC. KYC zostało zaakceptowane, ponieważ zlecałem już wcześniej wypłaty i nie było problemu.

Nie korzystałem z bonusu.

Nie uzyskałem żadnej odpowiedzi na chacie.

Przykro mi, ale nie mam komunikacji z chatem. Nie odpisują mi ani na chat ani na email. 

Pozdrawiam

Michał

Dear Lodzia93, have you received any email from the casino explaining why your account was closed or why your funds were seized?

Did you play casino games or did you bet on sports?

Did you use a payment method registered in your name, and did you play only with your own money?

Hello,

this is how I played casino and sports betting.

I did KYC.

I played with my own money.

Witam,

tak grałem kasyno oraz zakłady sportowe.

Zrobiłem KYC.

Grałem za swoje pieniadze.

Dear Lodzia93, did you use a VPN?

Have you received any email from the casino explaining why your account was closed or why your funds were seized?

To move forward with your complaint, I kindly ask you to check once more and provide any communication you may have received from the casino. Please also check your spam or junk folder, just in case the message was filtered. Even if it's just one message or a short response, it could help us better understand the situation and support your case more effectively.

Hello,

yes I used VPN sometimes but the casino allows it.

I didn't get any email, they don't reply to my emails. Interesting fact!! They keep sending me some emails with promotions.

Please contact them

Witam,

tak używałem czasami VPN ale kasyno pozwala na używanie.

Nie dostałem żadnego email nie odpisują na moje email. Ciekawostka!! Wysyłają ciągle do mnie jakieś emaile z promocjami.

Proszę o kontakt z nimi

Dear Lodzia93, how do you know that the use of a VPN is allowed?

Why did you use a VPN, and how did you use it (which countries did you switch to, and for what reasons)?

Because I asked at the cottage.

I don't remember which ones. I value my privacy.

VPN usage is not a subject of complaint. Why are you interested?

Bo się pytałem na chacie.

Nie pamiętam jakich. Cenie swoją prywatność.

Korzystanie z VPN nie jest przedmiotem skargi. Po co się tym interesujesz?

Thank you very much, Lodzia93, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Lodzia93,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Chips.gg Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V