BlueChip Casino - Hráč se domnívá, že jeho výběr je opožděn.

Dear Balidm,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Balidm,

Have you received your withdrawal from the casino yet?

Dear Balidm,

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.

Dear Balidm,

Thank you for bringing your concerns to our attention. We understand your frustration and would like to explain your withdrawal delay issue.

Upon receiving your withdrawal request, we initiated the verification process as part of our standard security procedures. During this verification, we requested specific documents, including deposit confirmations made to your account. Unfortunately, the verification process revealed that the payment methods used for depositing were not owned by you, which is in violation of our rule 5.1.8.

5.1.8 The credit/debit card or any other payment method that you use to top up your account   balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

As stated in our terms and conditions, rule 5.1.8 clearly outlines that all payment methods used to top up your account must belong to you, be legitimately acquired, and not involve any fraudulent activities. As a responsible gaming establishment, we take these matters seriously to ensure the safety and integrity of our platform for all players.

Regrettably, due to the violation of our terms, we had to enforce rule 5.1.8, resulting in the confiscation of your winnings. We understand that this outcome may be disappointing, but we must uphold our policies to maintain a fair and secure environment for all our players.

If you have any further questions or concerns regarding this issue, please feel free to contact our support team. We are here to assist you and provide any necessary clarification.

Thank you for your understanding and cooperation.

Best regards,

BlueChip Customer Care Manager

These guys first let me deposite lacs of amount without showing any policies. But when I won good amount you guys suddenly realised your policies and confiscated my winning .

Hello everyone,

Thank you both for your replies.

Balidm, could you please advise whose payment method you used?

I used my husband’s payment to deposit but that was only once . Post that I have been using only my account. I even requested them to put some penalty and not to confiscate entire amount

Dear Balidm,

We completely understand the frustration that can arise from seeing your winnings deducted. We are firm advocates for fair play and have established rules to ensure a level playing field for all participants. It's essential that every player has an equal chance to enjoy our games without any unfair advantages.

Please know that we genuinely celebrate our players and take pride in transparently distributing winnings. I'm genuinely sorry that you've found yourself in this situation. It's important to note that our commitment to following the rules consistently is what allows us to maintain a trustworthy and reputable casino environment.

Thank you for taking the time to voice your concerns. Your feedback is invaluable as it helps us continuously improve. If you have any further questions or require clarification, please don't hesitate to reach out to our customer care team. Wishing you the best of luck in all your future gaming endeavors and victories.

Warm regards,

BlueChip Customer Care Manager

Hello everyone,

Balidm, I have checked the terms and conditions, and I found the term the BlueChip Casino referred to:

"5.1.8 The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. The company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty."

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear Balidm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.