Chipstars Casino - 複数アカウントの使用により、プレイヤーの出金はキャンセルされました。

Hello,

I sent all the documents on 04 14, the same day as they asked.

Before I deposited and withdrew without issues (probably because I was losing big amounts each day).

Withdrawal 5K EUR was created on 12. 04. 2025 07:55 still didn't get it.

Customer service each time tells you that you will receive an update today or the latest tomorrow, but it never happens. Vip service told me that my withdrawal is in the final stage and soon I will get it, but I heard it, and from the chat customer service, it was a week ago.

Withdraw process, as stated on their policy, is about 24 hours, I am waiting 3 weeks and they never reply to any email

I have plenty of screenshots and videos with chat reply, deposit history and etc.

Thank you for your help!

Dear trulikas,

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?
• Are you able to log in to your account?
• Could you please share a screenshot of your account's verification status if available?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Please check this case here also:

https://www.askgamblers.com/casino-complaints/chipstars-casino-no-processing-withdrawal-for-two-weeks

Chipstars told that I have account before, which I dont remember and I never done any live verification. On this acc I never used any of their bonus, deposited 40K per month without ANY ISSUES and on 5K withdraw circus started. They asked doc which I provided within a few min and from that moment no reply.

Theu closed my account an hour ago, as you see and askgamblers closed my case. 5k withdraw they stole ! All deposits they never refunded back, if I violated their terms, how they can accept deposits non stop ? I have plenty acc on so many casino, so if I opened seconds acc how they allow to deposit ?? I am so chocked from all this, playing so many years in so many casino but never never seen such scam.

Thank you

Dear trulikas,

Thanks for your reply.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Is it possible you created the account in this online casino in the past but later forgot?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus?

Looking forward to your reply.

Hello! Thank you for your reply.

I used ip from my work place, so other people can also create account. I really dont remember if I ever had an account on their site..I am sure that on first deposit they should ask KYC, but I deposited many times and withdraw money maybe 3 times. Then I lost a big amount, tried to withdraw then 5K and circus begun. They asked KYC, I provided everything and from that moment zero communication.

I played live roulette and on slots, very rarely live BJ.

No I didnt used their bonus, even it was $1400 in bonus that I can take but I never took this money.

VIP chat on WhatsApp told many times your withdraw is on final stage and you will get it soon. They told that they had issues with provider and for this reason they didnt send my money yet.

One day without any explanation they closed my acc and they didnt send 5K withdraw. I lost so much in their site and their never had any warning and zero issues. Also some withdraw before was successfully. Finally on 5K withdraw they closed account.

I am playing online so many years but never never seen such scam.

Thank you very much, trulikas, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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.

Hi trulikas,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Chipstars Casino to the conversation to participate in the resolution of this complaint.

Thanks a lot for your help. Chipstars Casino communicated with me on WhatsApp and customer service on chat replied each day that your issue will be resolved. Unfortunately their another department decided after a long time just close account without any notice and didnt send and a withdraw. Why they accept all my deposits then. They didnt told that something was wrong, I deposited so many times and all of them was instant. Have also and some withdraw, it was slow process but I got my money. Finally then I have 5K withdraw this circus with them and began. Why they didnt refund my deposits ? Also who keep this 5K withdraw now ?? Of course that guy who was responsible for it he just take this money. I am playing in so many sites, but never no one casino never closed account with money. I thought that Chipstars Casino has a great reputation, but they are simply scammers.

Thanks Tomas and Peter for your help. Nice that are still good people like You.

Dear Peter,

Thank you for your assistance. Could you please let us know the appropriate email address or Teams contact where we can communicate privately and share the necessary information? We have some restrictions on how much data and information we can share on public forums.

We look forward to your guidance.

Best regards,

Casino Representative

Dear Chipstars Casino team,

Thank you for your reply. My email address is: [email protected]

Dear Peter,

Thank you for providing your email address. We have sent you an email with all the necessary information.

Best regards

Thank you, Chipstars Casino team, for the evidence provided.

Dear trulikas,

We've reviewed the evidence provided by the casino and I'm afraid it suggests that you opened eight accounts in the casino in total, two of which even went through the KYC process. Unfortunately, if this is the case, we won't be able to help you.

No its not true. Accounts were opened not for myself. If I went through the KYC process how they allow to deposit me again 40K per month ? Its not their fault ??? Before first deposit they MUST to check this information, now you can deposit how much you want, also I made some withdraw and now on 5K they closed account. Peter how they can allow to deposit then ?? Why they dont refund my deposits then ?? Also this 5K they just stole... They do everything against casino policy! You dont think so ? Thanks

Dear trulikas,

Thank you for your reply.

We understand your concerns, however, after thoroughly reviewing the case and the evidence provided by the casino, it is clear that multiple accounts were created in violation of the casino’s T&Cs. Regardless of who the accounts were created for, using multiple accounts and playing with bonuses on all of them is a serious breach of standard casino policies, which are in place to prevent abuse.

The responsibility to adhere to these rules lies with the player. While it may be frustrating that deposits were accepted, this does not override the casino's right to take action once a violation is discovered.

Given this breach, we regret to inform you that we won’t be able to assist you further in this case, and your complaint will be rejected. Thank you for your understanding. If you disagree with our decision, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/curacao-license). I wish I could be of more help.

Kind regards,

Peter