BlueChip Casino - Ο λογαριασμός του παίκτη στο BlueChip Casino έχει κλείσει.

Dear Sir/Madam,

I am experiencing an issue with BlueChip Casino. As a new player, I registered, made two deposits of 70 Euros and 600 Euros (using cryptocurrency), and after a few days, I requested a withdrawal of 941 Euros. I received an email asking me to verify my account. I began the verification process and was able to upload my ID, but then encountered a problem where the "Next" button on the verification page would not respond. I tried clicking and waiting for several minutes, but nothing happened, and the page did not react. I attempted the verification from two different computers (using different browsers) and through my phone, but still, the problem persisted. This issue must be on the casino’s end as it couldn’t be on mine. I contacted the casino support via email, and their verification system was reset multiple times without solving the problem. A few days later, I received an email which included the following:

"Unfortunately, we must inform you that your account has been suspended due to a violation of our Terms and Conditions. Specifically, you have been found to be participating in fraudulent, illegal, or improper activities, which is a direct violation of our rule 9.6. For more details, you can check our Terms and Conditions by following the link: https://bluechip.io/in-en/general-terms-conditions.

As a result, we have suspended your access to our website's services and blocked your account without prior notice. Please be aware that in such cases, the company does not have any responsibility for returning or compensating the funds that remain in your account balance.

We take these violations very seriously and have strict measures in place to prevent such activities. Our priority is to ensure the safety and security of our platform and our users. We have zero tolerance for fraudulent behavior, and we regret that we had to take this action against your account."

As far as I understand, the casino is stating that my account has been blocked and that they are under no obligation to return my account balance. They cite Rule 9.6 of their Terms and Conditions and allege involvement in "illegal activities" without providing any further details. Accusing someone of "illegal activities" is a serious allegation. I have a friend who is studying law. While he is not a lawyer, he helped me gather some information. In the Czech Republic, where I am a citizen, there is no ban on playing online games in online casinos. There is also no ban on paying with cryptocurrencies, which is how I deposited money into the casino. The only thing I am supposedly required to watch out for is any potential tax on winnings over 1,000,000 CZK, which is approximately 30,000 Euros. My winnings in this casino amounted to 271 Euros, since I deposited a total of 670 Euros. However, the casino wouldn’t accuse me of tax violations. The issue with the casino would possibly arise if I was cheating during the game or provided false personal information. I have not violated any of these rules. In my opinion, someone was unable to fix the technical error with the verification system and instead of trying to resolve the problem, they marked me as not passing the verification and thus playing illegally. This is just my opinion as the casino has provided no further details. When I asked if the casino could provide more information about why my account was blocked and what I had done illegally, I received the following response:

"Your account has been blocked due to violation of our terms and conditions. Account will be blocked, and there is no option to unblock it. We understand that you are upset, but, we take our rules and policies seriously and apply them equally to all users to ensure a fair and safe gaming experience for everyone."

However, this response does not give any specific information about what I violated or what exactly was illegal.

While my aforementioned friend told me that I should have read the terms (which, by the way, are very lengthy) before registering at the casino and that Rule 9.6. is written in such a way that the casino can select any player and confiscate their money and close their account without providing a reason (which is indeed very unfair and sounds like a scam, but it is in the casino’s rules), he also found out that the casino is registered on a small island in the Caribbean and the chances of getting my money back are almost zero. However, I read the information on your Casino Guru site, and I see that you rate this casino quite positively, which surprises me. From personal experience, I know that one employee can "tarnish the reputation of a good company", so I still hope that it was more of a "laziness of one employee to solve a technical problem and therefore used Rule 9.6." rather than the casino deliberately closing the account and confiscating the amount. Therefore, I am submitting this complaint and kindly ask if it is possible to help resolve or clarify this issue. If the casino really believes something is illegal, I will provide any confirmation it may require (I can send it by email if the verification still does not work on the casino’s website). However, if the casino does not respond, I recommend warning other players not to lose their money in the same way I did.

Thank you and best regards,

Mirek

Dobrý den,

mám problém s kasínem BlueChip Casino. Zaregistroval jsem se jako nový hráč, provedl 2 vklady ve výši 70 Euro a 600 Euro (placeno kryptoměnou) a po několika dnech jsem požádal o výběr 941 Euro. Přišel mi email, abych provedl ověření účtu. Verifikaci jsem začal, bylo možné nahrát můj průkaz totožnosti, ale poté nebylo na stránce, kde probíhá ověření, možné kliknout na tlačítko "Next". Když jsem klikl a čekal, třeba několik minut, tak se nic nedělo a stránka nereagovala. Ověření jsem zkoušel provézt přes 2 různé počítače (s různými prohlížeči) i přes telefon, ale nic se nedělo, tj. problém nemohl být na mé straně, ale musel být na straně kasína. Toto jsem řešil s podporou kasína po emailu. Ověřovací systém byl několikrát resetován aniž by byl problém vyřešen. Po několika dnech přišel email, ve kterém bylo mimo jiné psáno toto:

"Unfortunately, we must inform you that your account has been suspended due to a violation of our Terms and Conditions. Specifically, you have been found to be participating in fraudulent, illegal, or improper activities, which is a direct violation of our rule 9.6. For more details, you can check our Terms and Conditions by following the link: https://bluechip.io/in-en/general-terms-conditions

As a result, we have suspended your access to our website's services and blocked your account without prior notice. Please be aware that in such cases, the company does not have any responsibility for returning or compensating the funds that remain in your account balance.

We take these violations very seriously and have strict measures in place to prevent such activities. Our priority is to ensure the safety and security of our platform and our users. We have zero tolerance for fraudulent behavior, and we regret that we had to take this action against your account."

Pokud tomu dobře rozumím, kasíno píše, že mi účet byl zablokován a že nemají povinnost vrátit mi můj zůstatek na účtu. Jako důvod uvádí pravidlo 9.6. jejich podmínek a provádění "nelegálních aktivit". Neuvádí ale žádné bližší informace. Obvinit někoho z "nelegálních aktivit" je velmi silné obvinění. Mám kamaráda, který studuje práva. Není to sice právník, ale pomohl mi k tomu vyhledat informace. V České Republice, kde jsem občanem, neplatí zákaz hraní online her v online kasínech. Není tu aní zákaz platit v kryptoměnách, kterými jsem peníze do kasína vložil. Jediné, na co si ´´udajně mám dávat pozor, je případná daň, která se týká výher nad 1.000.000 Kč, což je přibližně 30.000 EUR. Má výhra v tomto kasínu činila 271 Euro, protože jsem celkem 670 Euro vložil. Kasíno by mě však prý ohledně daní neobviňovalo. Problém u kasína údajně může nastat, pokud podvádím při hře nebo pokud uvedu falešné osobní informace. Nic z toho jsem ale neporušil. Můj osobní názor je, že někdo nedokázal opravit technickou chybu s ověřovacím systémem a místo snahy problém opravit mě označili, že jsem neprošel ověřením a že tedy hraji nelegálně. Je to ale jen můj názor, protože kasíno mi neposkytlo více informací. Na dotaz, zda by mi kasíno poskytlo více informací, proč byl můj účet zablokován a co jsem udělal nelegálního, jsem dostal odpověď:

"Your account has been blocked due to violation of our terms and conditions. Account will be blocked, and there is no option to unblock it. We understand that you are upset, but, we take our rules and policies seriously and apply them equally to all users to ensure a fair and safe gaming experience for everyone."

V této odpovědi se však nevyskytuje žádná informace, která by lépe vysvětlila důvod, co jsem porušil nebo co přesně bylo nelegální.

Zatímco výše zmíněný kamarád mi řekl, že jsem si měl přečíst ty podmínky (které mají mimochodem mnoho stran) ještě před registrací v kasínu a že právě pravidlo 9.6. je psané tak, že kasíno může vybrat jakéhokoliv hráče a bez udání důvodu mu zabavit peníze a uzavřít účet (což je sice velmi nespravedlivé a zní to podvodně, ale je to v pravidlech kasína) a také zjistil, že kasíno je registrované na malém ostrově v Karibiku a šance na získání peněz zpět je téměř nulová, přečetl jsem si na Vašich stránkách Casino Guru informace a vidím, že zrovna toto kasíno hodnotíte celkem pozitivně, což mě překvapuje. Z vlastní zkušenosti ale vím, že jeden zaměstnanec dokáže "pošpinit jméno dobré firmy" a tak stále alespoň trochu doufám, že se spíše jednalo o "lenost jednoho zaměstnance vyřešit technický problém, a tak raději použil pravidlo 9.6.", než že by kasíno záměrně uzavřelo účet a zabavilo částku. Proto zde podávám tuto stížnost a mám prosbu, zda by bylo možné pomoci toto nějak vyřešit nebo objasnit. Pokud kasíno opravdu věří, že je něco nelegálního, zašlu jakékoliv potvrzení, které bude vyžadovat (mohu přes email pokud ověření stále na webu kasína stále nefunguje). Pokud však kasíno neodpoví, doporučuji varovat ostatní hráče, aby nepřišli o peníze stejným způsobem, jako jsem přišel já.

Děkuji a s pozdravem,

Mirek

Hello mprovod,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Blue Chip Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register and when did the casino close your account? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thank you for answer.

Regarding the questions, I registered with the casino on July 14, 2024 and I received the account closure email on August 1. I accumulated winnings with real money. So it was USDT, which is a cryptocurrency. In the casino, however, the balance was displayed in Euros. I also used the bonus. The casino gave a welcome bonus. But I lost this bonus, there was a condition to play slot machines I think 40 times. I last spoke to the casino on August 2nd. The casino answered my question about why my account was blocked quite quickly, but the answer did not include any explanation at all, they copy it into this text:

"Dear Miroslav,

We are writing to provide you with an update at your request.

Your account has been blocked due to violation of our terms and conditions. The account will be blocked, and there is no option to unblock it. We understand that you are upset, but, we take our rules and policies seriously and apply them equally to all users to ensure a fair and safe gaming experience for everyone.

We value your feedback and strive to provide you with the best possible gaming experience. If you have any further suggestions or feedback, please do not hesitate to contact our customer support team. We are available 24/7 to assist you and provide you with further information.

Thank you for choosing our platform and for being a part of our community.

Best regards,

Blue Chip Team

"

If you need any additional information, please let me know.

Thank you very much for trying to help and best regards,

Miroslav

Ahoj Nicku,

děkuji za odpověď.

Co se týče otázek, tak v kasínu jsem se zaregistroval 14. července 2024 a email o uzavření účtu jsem dostal 1. srpna. Výhry jsem akumuloval se skutečnými penězi. Byly to teda USDT, což je kryptoměna. V kasínu se zůstatek ale zobrazoval v Eurech. Bonus jsem také použil. Kasíno dávalo uvítací bonus. Tento bonus jsem ale prohrál, byla tam podmínká hrát hrací automaty tuším 40x. S kasínem jsem mluvil naposledy 2. srpna. Kasíno na můj dotaz, proč byl můj účet zablokován, odpovědělo sice celkem rychle, ale odpověd nezahrnovala vůbec žadné vysvětlení, zkopírují jí do tohoto textu:

"Dear Miroslav,

We are writing to provide you with an update on your request.

Your account has been blocked due to violation of our terms and conditions. Account will be blocked, and there is no option to unblock it. We understand that you are upset, but, we take our rules and policies seriously and apply them equally to all users to ensure a fair and safe gaming experience for everyone.

We value your feedback and strive to provide you with the best possible gaming experience. If you have any further suggestions or feedback, please do not hesitate to contact our customer support team. We are available 24/7 to assist you and provide you with further information.

Thank you for choosing our platform and for being a part of our community.

Best regards,

BlueChip Team

"

Pokud budete potřebovat nějaké další informace, tak dejte vědět.

Děkuji moc za snahu o pomoc a s pozdravem,

Miroslav

Thank you mprovod for all the information provided. As we will require further details from the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you mprovod 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 Mprovod and Peter,

The player contacted us and reported having issues with verification. Our staff refreshed the page, informed the player about it, and the player was then able to continue the verification process. We can provide all the evidence.

The player proceeded with the verification, but unfortunately, his documents were rejected, and he did not successfully complete the verification process. This is the reason why his account was blocked, along with all the associated consequences.

Best regards,

BlueChip Customer Care Manager.

Thank you for the update BlueChip Casino representative. I would appreciate it if you could provide the aforementioned evidence to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter and Mprovod ,

We have sent all the documents to your email.

Best regards,

BlueChip Customer Care Manager.

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

Dear mprovod, the casino has provided me with a report that you have been found on a PEP watchlist (politically exposed person). Due to that reason, the casino has blocked your account according to their terms and conditions. I will discuss this issue further with my team and update you about any new developments. Thank you in advance for your patience!

Dear Mr Peter,

thank you for your reply and help with the Blue Chip casino issue. I'm not really a PEP (politically exposed person) :-) I've never had any role in politics or any organization that qualifies as a PEP. If necessary, I will obtain any necessary evidence that this is not the case. I have played at about five different casinos in the past and have always been verified without a similar problem. According to BlueChip casino reviews, I don't think this claim is on purpose to get my deposit money, but there must have been an error somewhere, either in the casino itself or in some database. When you know how to proceed in my case, please write.

Thank you and best regards,

Miroslav

Vážený pane Peter,

děkuji za odpověď a za pomoc s řešením problému s kasínem Blue Chip. PEP (politicky exponovaná osoba) opravdu nejsem :-) Nikdy jsem neměl žádnou roli v politice ani žádné organizaci, která by splňovala podmínky PEP. Pokud bude třeba, seženu jakékoliv potřebné důkazy, že tomu tak není. V minulosti jsem hrál asi v pěti různých kasínech a vždy jsem byl bez podobného problému ověřen. Podle recenzí kasína BlueChip si nemyslím, že by toto tvrdilo záměrně, aby získalo mé peníze z vkladu, ale někde musela nastat chyba, ať již přímo v kasínu nebo v nějaké databázi. Až budete vědět, jak v mém případě dále postupovat, tak prosím napište.

Děkuji a s pozdravem,

Miroslav

Dear mprovod,

I have sent you an email with a few questions regarding the complaint. I would appreciate if you could respond at your convenience. Thank you in advance for your cooperation!

Dear mprovod,

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.