BlueChip Casino - Hráčský účet byl uzavřen.

Here's a draft of a complaint you can send to Casino Guru regarding your issue with BlueChip Casino:

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**Subject**: Complaint Regarding Unjust Account Blockage by BlueChip Casino

**Dear Casino Guru Support Team,**

I am writing to seek your assistance with a serious issue I am facing with BlueChip Casino. My account has been unjustly blocked, and I have not received any clear explanation or resolution from their support team.

**Details of the Issue:**

- **Username:** [hidden by Casino Guru]

- **Casino:** BlueChip Casino

- **Amount Withdrawn:** ₹12,000+

- **Issue:** Account Blocked Without Clear Explanation

On 04/09/2024, I placed a withdrawal request for approximately ₹12,000 from my BlueChip Casino account. After around 7 hours, I contacted their customer support to inquire about the status of my withdrawal. They informed me that I needed to complete the KYC process. I promptly submitted my ID, a selfie, and my bank statement as requested.

However, within 2 minutes, my bank statement was rejected. I contacted customer support again, and they told me that they would forward my concern to the relevant department. After approximately 2 hours, I received an email stating that my account had been blocked due to suspected fraudulent activity, citing clauses 9.6 and 10.1 of their Terms & Conditions.

The email also mentioned that they would not return or compensate any funds remaining in my account balance. Despite my efforts to obtain more information, the casino team has not provided any specific details regarding the alleged fraudulent activity.

I believe this action is unjustified, and I am seeking your help in resolving this matter. I have always acted in good faith and have not engaged in any fraudulent activities as outlined in their terms.

**Supporting Documents:**

- Screenshots of my transactions

- Emails from the casino

- Communication with customer support

I would greatly appreciate it if you could investigate this matter on my behalf or guide me on the steps I can take to resolve this issue.

Thank you for your time and assistance.

**Best regards,**  

RUDRA  

[email address hidden by Casino Guru]

You can customize this email with your personal details and any additional information you feel is relevant.

Dear Rudra2310,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Do I understand correctly that your account was blocked right after you sent your identity documents for verification? Please forward me the documents you sent to the casino at veronika.l@casino.guru.

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

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

Best regards

Veronika

Thanks mam,i sent you all document that i provided in bluechip;

and i also clarifying you my winning i in real balance,not any bonus money, i played slots and some baccarat game

Thank you very much, Rudra2310, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Rudra2310 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BlueChip Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear all,

This player is on the blocklist of the SumSub verification system.That is why the user was blocked in accordance with our rules.

9.6 The Company reserves the right to suspend your access to the Website's services or block your account without prior notice in the event that you are suspected of participating in a fraudulent, illegal, or improper activity. In that case, the Company does not have any responsibility for returning or compensating the funds that remain in your account balance.

10.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. The Company considers the following actions as fraudulent including, but not limited to:

participating in any type of collusion with other players;

development and use of strategies aimed at unfaithful bonus abuse;

fraudulent actions against other online casinos or payment providers;

provision of counterfeit documents;

use of stolen cards;

creating more than one account in order to get advantage from the Company’s promotions;

provision of incorrect registration data;

provision of counterfeit documents.

Best regards,

BlueChip Customer Care Manager.

Dear BlueChip Casino representative, would it be possible to provide me with the Sumsub report? You can forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

also forward me

Any reply @peter

Dear Peter,

Of course! We will send you all the documents related to this case.

Dear Rudra2310,

Unfortunately, we cannot provide you with this data, but we will present everything to the representatives of Guru Casino, and they will make a fair decision.

Best regards,

BlueChip Customer Care Manager.

Thank you for the response BlueChip Casino representative, however, I have not yet received any email with the report. There are currently two complaints with the same issue ongoing so it might've been mixed up. Please resend the report to my email so we can continue with the resolution of the complaint. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

Thank you for your patience.

We have sent you the letter.

Best regards,

BlueChip Customer Care Manager.

Thank you for providing me with the evidence BlueChip Casino representative.

Dear Rudra2310, the casino has provided me with evidence of forged documents. I highly advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken are justified and subsequently we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter