Chipstars Casino - Выплата игроку была задержана.

It is with a heavy heart that I write this complaint. The casino has not paid out 3000 CHF for 17 days. I am a VIP player. This is a casino with which I have had excellent experiences so far; in April, I created a profile based on their "highest security rating" at the time from Casino Guru. Everything was great. Excellent communication with the staff, express payouts within a few hours, all of which led me to write the best reviews about them everywhere. But one problem arose. This casino has started delaying payouts, and the reason is that this casino doesn't like players who are in profit.

I will refrain from further writing. I kindly ask Casino Guru to invite them here to get involved in the case and pay out the money.

My account is verified, I played with real money, and I have been an active player with them for 6 months.

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Let me know if you need any changes or further details!

Dear vladan4053,

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. 

• Have you made any successful withdrawals before? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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

I used to make withdrawals earlier. The withdrawals were fast, too fast. Mostly the next day immediately.

Even if I contacted them through chat, they would process the withdrawal within an hour, which is why I say it with a heavy heart as I write this complaint.

The withdrawal status is 'pending,' it’s been approved but is waiting for their 'financial department' to release the funds. Their support team on chat says they can't do anything about it.

- Of course, this is just diplomatic language, the real reason for all of this is that the casino doesn't like players who are in profit.

Please, Kristina, invite them to join this discussion and address the issue.

I kindly ask the Casino Guru team to expedite this case.

This is clearly a dirty tactic by the Casino, hoping that by delaying the payment, I will cancel the withdrawal and gamble away my winnings.

I played with real money, and withdrawals were processed within 24 hours. However, whenever I asked for expedited processing via chat, the withdrawal would be completed within 60-90 minutes at the latest.

Unfortunately, they are now creating issues over 3000 CHF and have been delaying the payment for more than 20 days.

When I contact them via live chat, I get a response that everything is fine and that the money will likely be paid out tomorrow. After that, they say the payment is with the "financial department," and as live chat agents, they can't help. Of course, these are obvious excuses.

I’ll also mention that they no longer respond to my messages on Telegram—in fact, they've blocked me. Previously, they went out of their way to contact me to encourage me to play with them.

I suspect fraud.

Casino Guru bears part of the responsibility, as I recall that in April, they gave Chipatars Casino the HIGHEST SECURITY RATING, raising suspicion that this was a SPONSORED ADVERTISEMENT.

They refuse to help through customer support, redirecting everything to the 'financial department.'

Of course, this is not true.

Past experiences with them show that their customer service agents can process payments immediately upon intervention.

I even suggested that, if the issue is with their current liquidity, they could split the payment of 3000 CHF into two or three parts.

It's rude on their part

Chipstars Casino.  

They have been giving the SAME RESPONSE for 25 days.  

They won’t even bother to reply to my emails. They are holding my money for 25 days without providing any justification. I have mentioned several times that they used to have quick payouts in the past; this resembles an attempt at THEFT.  

Part of the responsibility also lies with Casinoguru. It makes no sense to give such a casino the highest security rating in April; this casino has definitely not justified that.  

The complaint also concerns the Casino Guru team, whom I greatly appreciate, but it is unacceptable to advertise this casino and put us players in such a situation.  

If I hadn’t read the HIGHEST SECURITY RATING from your side, I would never have played at Chipstars Casino. Moreover, logical reasoning: the license is not from Malta/Cyprus, employees from the former Yugoslavia with Spanish/English pseudonyms, lack of casino history—these are all indicators that this casino barely deserves a passing grade, certainly not the HIGHEST SECURITY RATING. And they are the best at making mistakes, so I hope you will lower their rating to what they truly deserve.

Still waiting! Their customer support has no response and is shifting the blame to the waiting for the "financial department."

In the past, they processed payments within a few hours... And now we are entering the second month.

Thank you very much, vladan4053, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.  

Thank you. I hope Kubo will get involved in solving this problem soon.

Hello again, dear vladan4053,

I will be taking over this complaint from now on. If there have been any updates regarding this case since the last communication, please let me know.

I would also like to invite representatives from Chipstars Casino to join this discussion and share any information that could assist in resolving this issue.

Dear Chipstars Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

It’s still the same... On live chat, the Chipstars agents give the same answers and shift responsibility to the "financial department."

Of course, it’s just a way to buy time...

A month of waiting is too much...

I’m sorry to say this once again because this Chipstars casino was honest at the beginning, and I had excellent communication with them...

Everything is still the same… Current live chat…

The operator shifts responsibility to the 'finance department,' and I send him a screenshot of our previous conversation where he, Lucas (the agent's name), informed me that I would receive an email soon, etc., which was 20 days ago.

"This is an attempt at legalized THEFT."

I have repeatedly asked to be contacted by a manager since the support team on live chat cannot help. No response.

They do not reply to emails.

They blocked me on Telegram.

On WhatsApp, they also do not respond

Hello dear Vladan,

We want to keep you informed that the game provider has initiated a thorough gameplay check on your account, which is why we’re currently unable to process your payout. This review is a standard procedure (which happens in some rare cases), and the provider has a deadline of up to 30 days to complete it.

We understand that waiting can be frustrating, and we are actively working to expedite this process. Rest assured, if their specialists confirm everything is in order, your payout will be processed immediately.

Our team is dedicated to resolving this for you as quickly as possible, and we appreciate your patience and understanding. We’ll keep you updated on any developments, and please feel free to reach out if you have any questions in the meantime.

Best regards,

Chipstars

I would like to thank the Casino Guru team for directing me to play at this casino, giving it the HIGHEST SECURITY RATING in April. This casino, in my case, shows what can happen to you in the event of a win.

This is the first time I’ve experienced a casino holding my needed money (No bonus was used) for over a month... 40 days.

This is outrageous and deserves every condemnation

Dear vladan4053,

Please note that the withdrawal processing time does not directly impact the casino's "security rating" (safety index). Processing times can vary depending on the specifics of each case. The casino has already provided a detailed explanation regarding the delay in your withdrawal and has outlined why they are currently unable to expedite the process. As mentioned by the casino, occasional gameplay checks conducted by the game providers are a standard procedure and, unfortunately, cannot be bypassed.

It’s also important to remember that you are not the only player involved, and these processes take time in order to ensure everything is handled properly and fairly.

Thank you for your patience and understanding.

There is a high probability of further delaying the case, all to eventually legalize a pure robbery and an attempt to steal my money.

Casino Guru, you are an accomplice in all of this. I respect the work of Casino Guru, but if this Chipstars casino hadn’t had the highest security rating, I would NEVER have played at Chipstars.

As evident from the correspondence, Chipstars dictates the deadlines but fails to honor them. I have now been waiting for my money for two months.

In hindsight, I would have been better off keeping my funds in cryptocurrency rather than 'earning' them at this casino.

This situation is deeply frustrating, and I urge immediate resolution. Failure to address this matter promptly will only further damage your reputation."

Dear Chipstars Casino,

I am writing to kindly inquire about the status of the game provider's check. Has the process been completed, or are there any updates regarding its progress?

Thank you for your assistance. I look forward to your response.

Dear Kubo,

We are happy to inform you that the verification was completed and players withdrawal was payed out yesterday.

Thank you for your assistance on this matter.

The Chipstars Team

Dear Chipstars Casino,

Thank you for your continued cooperation and the updates provided throughout this case. Your assistance is much appreciated.

Dear vladan4053,

Could you kindly confirm whether you have received the withdrawal as stated by the casino?

Dear Kubo,

I have a pending withdrawal of 2800 CHF.  

It should be paid out within 24 hours.

As soon as it is processed, I will confirm it here.

They don't pay out money on weekends.

I'll update you on Monday.

Today, I am supposed to receive the payment.

I am still waiting.

I will inform you once the payment has been made.

New day, same story.

Dear Chipstars Casino,

In your recent post (5 days ago) you claimed that the player's withdrawal was processed and paid out. However, it appears this is not the case. Could you please provide an update on the status of the withdrawal and expedite the process? I kindly ask that you refrain from further delays or excuses.

Thank you.

Same story

Dear Casinoguru and vladan4053,

We need to inform you about several things:

1. This opened complaint is not connected with player cashout which was subject of provider's check. This cashout was approved and processed on 13.11.2024.
2. Player deposited again, continued to play, and asked for new withdrawal on 15.11.2024.
3. Problem with this withdraw was that the player got his bonus reward two times (system error) and player confirmed it.

To summarize everything, the current withdraw is not the subject of this complaint, anyway, the reason for not approving it was the double bonus adding(error which is now solved).

Dear Chipstars Casino,

Thank you for providing clarification regarding the matter.

Dear vladan4053,

Could you please confirm if the casino’s claim is accurate? Have you already received the disputed amount related to this complaint?

I will check the Wallet. As soon as I see it has arrived, I will post it here.

Please transfer the remaining funds from my account. As a VIP player, you used to process withdrawals within 24 hours, but now you are delaying the payment and canceling it, citing "your errors," and so on. Kindly transfer my remaining funds. Thank you.

Dear vladan4053,

I would like to clarify a simple question: Has the disputed amount related to this complaint been paid out?

The casino representatives have sent multiple messages stating that your withdrawal has already been processed and paid. Furthermore, there is clear proof from the casino's live chat records indicating that you confirmed receiving the funds. Please confirm this so that I can close this complaint as resolved.

I must also remind you that this complaint thread is not intended as a space for raising every concern or issue you may have with the casino. I am not your personal VIP manager or a direct liaison with the casino, and this thread should remain focused solely on resolving the specific complaint at hand.

If you experience any other problems with the casino, you are welcome to submit a new complaint, and it will be reviewed accordingly.

Thank you for your understanding, and I look forward to your prompt confirmation.

The money has been paid out! Thank you to the Casino Guru team for their help!

Dear vladan4053,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo