BlueChip Casino - Акаунтът на играча беше блокиран.

I am regularly play on bluechip casino from long time. Today I deposit my money with promociones and after as per casino rules complete my wager and withdraw my money and after few hours I try to login my account but I couldn't. After I talk with customer support of casino they told me that I breach there rules and regulations, but I didn't do anything as they say. Aand they block my account and forfeit my all money. I ask again and told them to recheck my account because I never breach any rule. Kindly help me for recover my money and my account also.

Dear rvkumarmali,

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. Did the casino specify which rule you breached according to them?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Really I didn't make any breach of rules,

They unnecessary block my account and forfeit my real money not winning or bonus money.

Thank you for your reply, rvkumarmali. I checked the General T&Cs and these are the rules the casino claims you breached:

9.5 We reserve the right from time to time to conduct a game play review/review the customer`s gaming activity. If upon such a review it appears that the customer violates the Company's Anti-Fraud Policy (paragraph 10 of the present Terms&Conditions), we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to suspend the account.

ANTI-FRAUD POLICY

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.

I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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 rvkumarmali,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BlueChip Casino to join the conversation and contribute to the resolution of this complaint.

Thanks sir.

I want to say that sir, I have not violated any of the above conditions and rules.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok sir.

Ok sir.

Dear rvkumarmali and Peter,

We sincerely apologize for the delay in our response. 

We acknowledge your concerns, and after a thorough review, it has come to our attention that your account was indeed suspended on our platform due to violations of rules 9.5 and 10.1. We want to assure you that an additional investigation is currently underway to provide you with a comprehensive report.

We understand the importance of resolving this matter promptly, and we appreciate your patience during this process. Rest assured, we are committed to delivering a detailed and transparent account of the situation. Once again, we apologize for any inconvenience caused by the delay, and we will return with additional details shortly.

Thank you for your understanding.

Best regards,

BlueChip Customer Care Manager

Dear BlueChip Casino team,

Thank you for your reply. Please send the supporting evidence to my email address (peter.m@casino.guru).

Dear Peter, 

We have provided all the necessary evidence via email. 

Please let us know if any other documents are needed. 

Kind regards, 

BlueChip Customer Care Manager

Thank you,

I responded to your email and sent you some additional questions.

Thank you BlueChip Casino team for the explanation.

Dear rvkumarmali,

I'm afraid I won't be able to help you. We reviewed your player history and the data suggests money laundering practices. As we don't wish to support such activities, your complaint will be rejected. If you disagree with our decision, please turn to the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3). I wish I could be of more help.

Best regards,

Peter