Chipstars Ondersteuning en klachtenthread

Hi dervaa,

The casino rep sent us the proof identifying a duplicate account. As stated in their Terms & Conditions, this is considered a violation, and for that reason, they decided not to proceed with the payment.

Unfortunately, there’s nothing further we can do, and we will have to consider complaint #3187 RESOLVED.

I registered at Chipstars and deposited about €22. For over 3 months, I placed only live sports bets and gradually grew my balance to €1,150. When I tried to withdraw, the casino initiated full KYC verification. I fully complied and submitted all required documents — including a notarised copy of my passport at my own expense. After that, support went silent. Over 6 months have passed, and I’ve received no resolution. Then they blocked my account, claiming I was a “professional player” — a term that’s completely undefined in their T&Cs and clearly used to avoid paying legitimate winnings. I’ve never broken any rules. I have one account, didn’t claim bonuses or do arbitrage. Just honest live betting. They systematically accepted all my bets. Now they refuse to pay and provide no evidence or explanation. I’ve filed complaints on other sites too. No action from the casino. I request LCB’s help to recover my balance of €1,150 and hold Chipstars accountable for this unethical behavior. In October 2024, I received an official response from Chipstars stating that my account would be permanently closed due to an alleged violation of their Terms and Conditions — specifically "Section 3, Clause 3.5" — claiming I used a “professional style of play.” However, this explanation is completely vague, undefined in their rules, and seems to be used as a pretext to avoid paying out my legitimate winnings of €1,150. They provided no specific evidence, no examples of rule-breaking, and did not explain what “professional play” actually means in their system. This is a typical tactic used by rogue operators to disqualify successful players without justification. Shortly after this message, my account was fully blocked, and I lost access to it. I am fully willing to cooperate and can provide additional evidence upon request. I have also prepared screenshots of my full correspondence with Chipstars support, including proof of my KYC submission, balance, and their final message.

Betwiste bedrag: 1150€

Casino: Chipstars Casino

Zaaknr.: 3382

Hi Antonymas,

Thank you for taking the time to share your experience with the LCB members, and we’re sorry to hear about your negative experience. We received your complaint and notified the casino rep about it.

However, this does constitute a direct violation of their Terms, as it is clearly stated that professional betting is prohibited. We reviewed the screenshot of the email they sent you, where they explicitly mentioned that you broke this rule and noted that they offered you a refund of your deposit.

We will further investigate how they came to that conclusion. In the meantime, please let us know if you received the refund.

Hi Antonymas,

We received a response from the casino rep, and as they already explained to you, your account was closed based on their review of all relevant data, including an official notification from their provider.

In line with fair treatment, they offered to refund your deposits and asked you to provide a cryptocurrency address for the refund, but you reject their offer.

Hi Antonymas,

Any updates? Did you provide the casino with a cryptocurrency address for the refund?

Hi Antonymas,

As more than 48 hours have passed without a response from the member, we will mark case #3382 as RESOLVED, given that we have received a reply from the casino rep.

Hello, I wonder if you can help me... I have had a withdrawal pending at this casino since 31 July, but all they say is that my withdrawal is in the queue and that they are improving to make withdrawals faster, but the fact is that they have had my money for 12 days now. They tell me to send a message to the finance department, but if they're 12 days late paying, I don't think they have time to respond to emails. The fact is, my patience has run out!!! I want to see if you can mediate because it's SHAMEFUL! Not to mention that they advertise that withdrawals take less than 24 hours.

DON'T BELIEVE ANYTHING, THEY ARE SCAMMERS AND LIARS.

Thank you for your help.

T

Dear laurin1980,

Thank you for bringing this to our attention.

Could you please let us know what amount you're trying to withdraw and what payment method you used?

Also, please send us your casino username via private message so we can contact the casino representative and request more details regarding your withdrawal.

Thank you.

Hello laurin1980,

Could you please let us know if you need assistance?

Thank you.

Hi laurin1980 and Jovana,

Without the exact username used on our casino, we cannot precisely identify the player. We tried to find the exact or similar username but couldn't find any, so we invite the player to send us email or username in the private message, for further investigation.

In any case, we don't have any pending cashouts.

Thank you in advance and enjoy the weekend ahead!

Chipstars team

Hello... Thank you for your attention. I wanted to explain that when I posted my complaint here without giving my username at the casino, they mysteriously paid me first thing the next morning... Although I am happy to have got my money, I am very upset because they held my money for more than 12 days, and that is UNACCEPTABLE!!!

I just wanted to thank you for your attention, @Jovana V, and thank the LCB.ORG team because you do commendable work... THANK YOU FOR YOUR HELP!!

Sincerely, Laurin

Thank you for letting us know, laurin1980! We are glad to hear that and you are most welcome! 

We will now mark this case as resolved.

Hi Laurin, Thank you for your cooperation :) Sometimes circumstances can cause delays even when everything is in order, but we always aim to reduce these as much as possible. We appreciate your patience.

Hello, I am contacting you to see if you can help me... On September 16, a promotion appeared on other site:

“🔥New promotion at Chipstars: 200% bonus + up to 100 free spins on Big Bass Bonanza 1000!” This promotion did not specify a time limit for redeeming it, so I decided to use it, but today I noticed that it had disappeared from my bonuses for no reason. I contacted customer service and they told me that the promotion ended today... I asked them to show me where that information appears and they didn't provide it. I sent them photos showing that there is no time limit to redeem it and they refuse to give me the bonus back... If you can help me, I would appreciate it. I can provide you with photos of the promotions and the conversation with Ms. Ana, who at no point provided me with any evidence of what she is saying... If you need me to send you the documentation, please let me know, and I thank you in advance for your help.

Hello... Here I am attaching the same promotion on two platforms, and you can see that it does not specify any time limit for placing bets. I am also attaching a promotion that has recently been released so that you can clearly see the difference... Thank you for your attention.

Best regards

Hi laurin1980,

Since your complaint and the bonus you mentioned are related to that particular platform, we cannot provide assistance in this matter.

You will need to contact the site where you originally claimed the bonus, as they are solely responsible for resolving such issues.

Hi Laurin, sorry for the late reply. We will check now and get back to you directly.

Hallo

Eine Frage

Wie lang bzw. Kommt es irgendwann zu einer Auszahlung

Ich habe mehrfach beim Support nachgefragt und auch Antwort bekommen das meine Auszahlung morgen früh bearbeitet wird sobald die Finanzabteilung ihr Arbeit aufnimmt...

Allerdings nun schon das 3te mal. 

Jetzt ist wieder ein Tag vestrichen und nix ist passiert.

Verdammt ärgerlich.

Hello

A question

How long or will there be a payout at some point

I've contacted support several times and received a response that my payout will be processed tomorrow morning as soon as the finance department starts working...

But now for the third time.

Now another day has passed and nothing has happened.

Damn annoying.

Hi Heiko Pfützenreuter,

Thank you for reaching out to us. Please send us your casino username via private message, so we can contact the casino rep to check your account.

Could you please let us know if your account has been verified, whether your withdrawal was approved, and the exact amount?

Please note that the pending time for this casino is up to 96 hours. As you can see on our ChipStars Casino review page, the withdrawal time depends on the payment method you selected.

E-wallets: Instant, Crypto: up to 20 minutes, Credit Cards/Bank Transfer: up to 24 hours

Hallo Leute

Heute ist nun der 6te Tag an dem ich auf meine Auszahlung warte.

Das positive ist der E-Mail Verkehr mit dem Support.

Jeden Tag Frage ich nach, die Antworten auch schnell mit immer hoffnungsvolleren Antworten:

""Lieber Heiko,

Ich möchte Ihnen ein ausführlicheres Update zu Ihrer Auszahlung geben. Ihr Vorgang wird derzeit mit höchster Priorität von unserer Finanzabteilung bearbeitet, und es tut sich deutlich etwas. Wir haben den Prozess noch einmal überprüft und können bestätigen, dass alles in die richtige Richtung läuft, sodass der Abschluss in greifbare Nähe rückt.

Bitte seien Sie versichert, dass wir jeden Schritt genau verfolgen, um sicherzustellen, dass Ihre Auszahlung schnell und reibungslos durchgeführt wird. Wir wissen, wie wichtig es für Sie ist, und setzen alles daran, dass Sie Ihr Geld vollständig und ohne weitere Verzögerungen erhalten.
Sobald die Auszahlung abgeschlossen ist, erhalten Sie umgehend eine Benachrichtigung.

Bis dahin danken wir Ihnen herzlich für Ihre Geduld und Ihr Vertrauen – Ihr Anliegen ist für uns von höchster Priorität.

Mit freundlichen Grüßen,
Lena Olin
SUPPORT AGENT

Email: support@chipstars.bet""

Das klingt doch so, als könnte es doch diesen Monat noch zur Auszahlung kommen...lol

Es bleibt  weiterhin spannend! 😜 

Ich halte euch auf dem laufenden...

Bis dann

HighContent

Hello folks

Today is the 6th day I've been waiting for my payout.

The positive thing is the email communication with support.

Every day I ask, and the answers are quick and ever more hopeful:

""Dear Heiko,

I'd like to give you a more detailed update on your payout. Your case is currently being processed with the highest priority by our finance department, and things are clearly moving forward. We've reviewed the process again and can confirm that everything is moving in the right direction, so completion is within reach.

Please rest assured that we are closely monitoring every step to ensure your withdrawal is processed quickly and smoothly. We know how important it is to you and will do everything we can to ensure you receive your money in full and without further delay.
You will receive immediate notification as soon as the payout is completed.

Until then, we thank you for your patience and trust – your concerns are of the highest priority to us.

Best regards,
Lena Olin
SUPPORT AGENT

Email: support@chipstars.bet""

That sounds like it could still be paid out this month...lol

It remains exciting! 😜

I'll keep you updated...

See you then

High Content

Hi Heiko Pfützenreuter,

Thank you for sharing the update with us.

As we mentioned above, if you would like, you can send us your casino username via private message, so we can contact the casino rep to check your account.

Keep us posted.

So ihr lieben ich hab wieder gute Laune. Denn es kam 12.29 Uhr völlig unerwartet das Geld.

Was lange währt wie endlich gut.

Bin ja sonst überhaupt nicht so geduldig. Leider.

Ich ziehe viel zu oft die Auszahlung zurück.

Diesmal aber nicht.

Vielleicht ist  das ja im geheimen die Taktik von chipstars.

Denn das Geld kann die ganze Zeit zurückgenommen werden.

Aber wer weiß vielleicht haben die doch so viel zu tun in der Finanzabteilung...zwinker zwinker..

Bis später

HighContent 

Well, my dears, I'm in a good mood again. Because the money arrived completely unexpectedly at 12:29 p.m.

All good things come to those who wait.

I'm not usually that patient. Unfortunately.

I withdraw my withdrawal far too often.

But not this time.

Maybe that’s Chipstars’ secret tactic.

Because the money can be withdrawn at any time.

But who knows, maybe they have a lot to do in the finance department...wink wink..

See you later

High Content

Hi Heiko Pfützenreuter,

Thanks for letting us know, glad to hear all is ok. Enjoy!

We’ll now mark this complaint as resolved.

Hi everyone, just a quick message from the Chipstars team, we’re always doing our best to handle all withdrawals, verifications and promotions as quickly and fairly as possible. We truly appreciate your feedback and patience as we keep improving every part of the experience. Thanks for being part of the community and... Happy Halloween from all of us at Chipstars!

Das Casino erzählt mir nun jeden Tag meine Auszahlung wird spätestens am nächsten Tag bearbeitet. Das höre ich nun seit 4 Tagen so. Und es passiert nichts. Das Casino macht dauernd falsche Versprechungen hält nichts davon ein. Der WhatsApp VIP Service erzählt ebenso nur Quatsch. Und die Lügen ohne Ende. Es fing an das ich jemanden beworben haben mit den Affiliate Link wo man ein Bonus bekommt von 10€. Ich fragte den Chat ausführlich ob es Umsatzbedingungen und ein Max Gewinn gebe. Die meinten Nein keine Umsatzbedingungen und kein Max Gewinn. Als es zum Tag der Auszahlung kam wurde meine Auszahlung sofort storniert und man sagte mir. Der Bonus habe eine Max Gewinn von 50€. Und ich soll noch 75€ umsetzen. Darauf hin bin ich wieder zum Support und der meinte der angebliche VIP WhatsApp Support war nicht ausreichend geschult über diese Aktion. Man könne daran nichts ändern. Dann habe ich nach einen Balken gesucht der mir den Fortschritt meines Umsatzes anzeigt für den Bonus . Ich habe kein gefunden und habe das den Support mitgeteilt. Der Support sagt: Ja es gibt noch keinen ich soll mich doch ständig nach dem Umsatz bei den Support melden. Dann habe ich meinen Ärger freien Lauf gelassen und gesagt ich werde garantiert nicht jedes mal mein Spiel Unterbrechen um mich mit dem Support zu verbinden. Daraufhin hat mir der Support gesagt es sei nun alles in Ordnung ich brauche nichts mehr umsetzen das würde mir den Teams besprochen und ich kann die Auszahlung beantragen. Die wird spätestens in 24 Stunden bearbeitet. Heute haben wir Tag 4 und ich erhielt wieder eine E-Mail dass spätestens morgen meine Auszahlung bearbeitet wird.

Betwiste bedrag: 52$

Casino: Chipstars Casino

Zaaknr.: 3683

The casino tells me every day that my withdrawal will be processed by the next day at the latest. I've been hearing this for four days now, and nothing happens. The casino constantly makes false promises and doesn't keep any of them. The WhatsApp VIP service is just spouting nonsense as well. And they lie endlessly. It started when I referred someone using their affiliate link, which offered a €10 bonus. I asked the chat support in detail if there were any wagering requirements or a maximum win limit. They said no, no wagering requirements and no maximum win limit. When the day of the withdrawal arrived, my withdrawal was immediately canceled, and I was told that the bonus had a maximum win limit of €50 and that I still had to wager €75. So I went back to support, and they said the supposed VIP WhatsApp support wasn't adequately trained on this promotion. They said there was nothing they could do about it. Then I looked for a progress bar showing my wagering progress towards the bonus. I couldn't find one and told support. Support said: Yes, there isn't one yet, and I should keep checking in with support about my wagering progress. Then I let my frustration out and said I certainly wasn't going to interrupt my game every time I had to contact support. Support then told me everything was fine, I didn't need to do anything else, the teams had already discussed it with me, and I could request a withdrawal. It would be processed within 24 hours at the latest. Today is day four, and I received another email saying my withdrawal would be processed by tomorrow at the latest.

Hi Eve22,

Thank you for taking the time to share your experience with the LCB members, and we’re sorry to hear about your negative experience.

Since this was a referral reward, we couldn't find whether the wagering requirement was required. We completely understand your confusion and frustration regarding the situation.

However, we will wait, and if the withdrawal is not processed by the end of the day, we will contact the casino rep to request clarification and ensure your case is properly reviewed.

The withdraw was now successful. I get the full amount. But 5 days is to long. 

Hello Eve22,

Thank you for the update.

We’re happy everything has been sorted out. 

We will mark case #3683 as RESOLVED.

Hi everybody, happy Tuesday! Thank you for your feedback. Each case is reviewed individually and handled according to our procedures. We are working continuously to process all verifications, withdrawals, and promotions as quickly and fairly as possible, and we appreciate your patience and cooperation.
Have a lovely rest of the week :)
Chipstars team