BlueChip Casino - プレイヤーのアカウントがブロックされ、出金が遅延されました。

I am submitting this formal complaint regarding the unprofessional and unfair actions taken by [Casino Name], which resulted in my account being blocked and my withdrawal delayed without justification.

Initially, I was unable to set my withdrawal request, and the casino made me wait three days to "investigate" the issue. After this delay, I was informed that my deposit had to be wagered three times before withdrawal — information that was never clearly communicated beforehand. It took three full days for their so-called professional and "leading" casino team to determine this simple fact.

After meeting the wagering requirement, I successfully set a withdrawal request. Part of the funds were released, while I left a portion of my balance to continue playing. However, when I tried to log back into my account, I received a message stating that I was blocked under rule 9.1.1. I have reviewed this rule and fail to see any connection to my actions or account activity.

Moreover, the customer support team’s behavior was extremely unprofessional. Their responses were dismissive and mocking — when I asked them to provide the cashier username so I could report the issue properly, they sarcastically repeated my own name, as if I did not know it myself. I have kept all screenshots as evidence of these exchanges.

Given the above, I respectfully request that your office review this case and take appropriate action against this casino. Their behavior shows a complete lack of professionalism, transparency, and respect for players. In my opinion, this operator does not deserve the high rating it currently holds — my experience was truly unacceptable. I firmly believe its rating should not exceed 3 out of 10.

Please find attached all relevant screenshots and correspondence for your review.

Thank you for your attention. I trust this matter will be reviewed thoroughly and that proper measures will be taken to ensure fairness and accountability.

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Dear ucha,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards

Petra

I had already completed the full verification process.

I was playing sports bets — I placed around 5–6 bets in total, and the last three were basketball games from top leagues, all of which won.

This was my first withdrawal, and immediately after that, they started acting like scammers — problems began right with the first payout.

I was playing without any bonuses, using only my own deposited funds.

Thank you for your reply. Please understand that if you only placed bets on sports betting and your account has been blocked, 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. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that 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. We will try our best to help.

Best Regards

Petra