Chips.gg Casino - Hráč si nemůže vybrat své výhry.

Hello,

I had opened an account on chips.gg a month ago and had been a regular player. I had deposited funds multiple times (30K+) and withdrew as well without any issue.

However, since 1-6 of November I have some large sum of deposit and withdrawal as I won good amount of slots and lost as well.

On 05th and 6th of Nov I won some bigger prizes. Initially I withdrew 10K from my winning and still kept 100$ in the account and later that day I deposited 2900$.

Later that night I won 6900$ and when I tried to withdraw the funds, I was getting an error saying that my withdrawal limit reached (even though their max withdrawal allowed per day is 50K$).

I waited out for next 24 hours since my last withdrawal and tried again and received same error message.

I went through their terms of service about withdrawal limit and it mentioned at certain cases they might request for KYC, so I went ahead and submitted my KYC as well.

Still there was no change. I also noticed that i was restricted from chatting in public chat on their website as well.

Finally I received response from one of their support team stating that my account has been restricted as their system flagged my account for multi account usage. I was surprised on this as I was only playing with my account. I said the same to them but they insisted that I was using multi accounts.

I later remembered that few days ago, I had forgotten password to my account and had ended up creating another account. But that was only for few hours and never used it again as I was able to retrieve my password from saved password log from my other device.

I have been playing with my actual account and never used that alternative account after that day, that is why I did not even recall it instantly when they pointed out about multi account flag.

What is interesting is that my temporary account I used was weeks ago and they never raised that concern or notified me about it earlier. Only when I won certain funds they went ahead and restricted my account. The didn't even restrict me from depositing the funds all through this time.

They said they are still investigating my case and have not given any final verdict but all this time my account remains restricted with very slow response from their team.

I would appreciate, if you can look into this and guide in resolving this concern.

Dear jrb760353,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. First, I would like to emphasize that creating more than one account is prohibited by the vast majority of online casinos no matter what was the reason behind it.

Nonetheless, please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you made successful withdrawals before?

Could you please clarify how long was the second account active? Have you activated any bonuses on both accounts?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you Kristina for assisting with the case.

An hour after submitting the complaint yesterday, the team responded stating that they are banning my account permanently and all my funds will be withheld by them. Now I don't have any access to my account.

With regards to your question.

1. Yes, I have been able to make successful withdrawal before this. Even a day before this incident was I was able to withdraw the funds.
2. The second account that I opened was active for not more than couple of hours, as I was able to retrieve the password to my main account from the saved passwords on another device.
3. My actual account that I have submitted the details with you in my complaint is level 74 account as I was active every day playing various games. My total wager in a month's time was more than 300K. Due to this, I had received some bonuses. However, the temporary account I opened was only for a few hours as I mentioned earlier, hence, I do not recall having any bonuses on that account.

Additionally, the final amount that am disputing (6932$), was won on various slot games that are provided by third party on their platform. Hence, them withholding those funds is totally unfair and illegal.

Finally, I would like to point out again that during the period when my account was restricted (which I was not aware at that instance of being restricted) I had made multiple deposits of around 2900$.

Appreciate you looking into this.

Let me know, if you need any further information.

Regards,

Thank you very much for your reply, jrb760353. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much jrb760353 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi jrb760353,

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 Chips.gg Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

In this case our security system picked up this player for being in breach of the TOS by having multiple accounts.

During our conversations with the player, he eventually admitted to us that he did indeed have multiple accounts and unfortunately his documents did not pass our internal verification. Having multiple accounts is a breach of our terms of service and due to this, the player was informed that his account was closed.

Please let me know if we can assist any further and I will be happy to help

Thank you

Dear Chips.gg Casino team,

We always try to look at the overall fairness of the situation and try to find out if the player gained any unfair advantage. Let me ask you some additional questions:

1. Did the player make the disputed winnings on the account that was created first?
2. Did the player take any bonuses on the second account?
3. Were both accounts active (in sense of placing bets) at the same time?
4. What unfair advantage did the player gain?

Hello Peter,

Of course here is the information we can provide without breaching the privacy and security of the player or our platform:

1) The disputed winnings were won on the account he created first.

2) We do not offer traditional bonuses, however all players earn our native casino token when placing bets on the platform which entitles them to our quarterly cash payout from the vault, he was also active in multiple promotions with both accounts he had although was only able to win a cash prize in one of the 2 promotions and on only one account.

3) They were not placing bets simultaneously, however bets were place on both accounts on the same day. Following on from each other.

4) He was unable to gain any substantial advantage in the short amount of time that both accounts were created before being flagged and restricted by our system.

We also have a forgotten password function which should remove the need for players to create a new account should they forget their login details. Importantly, after completion of the players account verification the documents provided did not appear legitimate. After further investigating we found that the documents did not match with our internal cross check. As per our terms of service this breach on top of multiple accounts left us with no choice but to close his accounts permanently.

We have sent you an email Peter containing documents regarding our answers here. Thank you for your time in this case. We are here to resolve this, so please do advise on what you deem to be the best course of action going forward and we will take this into consideration.

Thank you Chips.gg Casino team for your email. I sent you some additional questions.

Thank you Chips.gg Casino team for the explanation.

Dear jrb760353,

According to the casino, except for the multi-accounting, there are other issues regarding your account. The casino stated that your verification failed and that you refused to provide all requested documents. Please note that the chances of making a withdrawal in most casinos without finishing the verification process are close to zero (unless it's a very low amount).

Thank you Peter for your time and support on this case.

With regards to the documents required on the chips.gg account verification page, i submitted all the documents that were mentioned in there. The team only responded stating that they could not verify my documents and my account was banned after that. They did not mention what was the issue with the document or which document had an issue. At no point in time did I refuse to provide any documents that were requested by the Casino, they did not even mention what was the issue with my document. I can submit all requested documents and any other details that are needed by casino.

Furthermore, I would like to mention that the documents that I submitted were official documents (Residence ID, Bank Statement, Utility bill) that have used for my residency, bank account as well as utility services. Hence, I do not understand, what was the issue with the documents.

This case has been on-going for more than a month now and I am more than happy to provide any details required from my side to see this to a positive closure. I had good time playing on this casino until this unfortunate incident and hence I would like to see a positive closure to this.

Dear jrb760353,

I've looked at the documents you sent and to be honest I don't wonder why you didn't pass the verification. The casino stated that you refused to provide your passport. Could you explain why?

Dear Peter,

This is not true. At no point in time Casino requested specifically for my passport copy. On their verification page, the document listed was either passport, residence id or driving license. As Residence ID was handy with me at that moment, i submitted the same.

Also during the conversation with the casino support team, I was never requested to share passport copy. I have already shared that chat history with Kristina and you, wherein you can verify that the casino never requested for my passport copy.

I have no issue in sharing my passport copy, even though they themselves have listed multiple document option to be submitted on their verification page and not specifically limited to only passport copy.

Hi jrb760353,

I sent you an email. The requested information could help us to make some progress.

Hello Peter,

Thank you for your support as always. I have responded to your email with the requested information.

Regards,

Thank you  jrb760353.

Dear Chips.gg Casino team,

I sent you an email with some additional questions and information. Looking forward to your reply.

Hello Peter,

I have sent you an email with the required information.

Thank you

Dear Peter,

Is there any progress on the case or any details needed from my side?

I await your decision and guidance on this case.

Thank you Chips.gg Casino team for the additional information.

Dear jrb760353,

I'm afraid I won't be able to help you with this one. The casino's arguments are very strong and backed by evidence. There are way too many inconsistencies regarding your two accounts. Unfortunately, your complaint will be rejected. If you disagree with our decision, I suggest contacting the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter