BlueChip Casino - Hráčův účet byl zablokován.

Dear Casino Guru,

The casino suddenly closed my account, stating that I broke terms and conditions by being a "fraudulent" player according to the bullet points defined below.

• 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.

There are two problems with this one:

1. I never broke any of these points, I am a legitimate player. I am willing to prove my innocence over video-chat, or any verification method that can be used to verify my trustworthiness, but the casino struggles to reply.
2. The bigger problem is, however, that the CHAT agent said that my deposited funds will be returned to me. I would be all ok with that and not go through the hassle of re-enabling my account if you give my original funds back. However, in the email later, they stated that my funds will NOT be paid back.

As you can obviously see, the casino is not only blocking my account unfairly, without any evidence, but it is also contradicting its own statements, by the fact of the chat support, and the email support saying different things about the return of the original balance.

I attach two pictures for start: The email, and the chat support communication. I can provide you with the full chat transcript and of course, any additional documents or procedures to verify my innocence.

The goal of this complaint is a single thing: Return my original 410 euros to my Skrill account, and we can be done with it.

Thank you for your help in advance.

Dear pacek_nemzetkozi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BlueChip Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Registered on: 2023 June 14th

Blocked on: 2023 June 18th

I could not log in, reset password, still could not, contacted support through chat, I got the answer, then the email.

I placed bets on live football.

Without an active bonus.

pacek_nemzetkozi,

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. 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 this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry 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 issues with any online casino and we will try our best to help.