our bro is still in angry correspondence with the casino... teach them a lesson ?? ??

Can the casino tell us who is in charge of determining RTP fairness?

You sir, it's like you were in a movie theater, and you're just thrilled with the design and the games. Have you had any withdrawals recently?

Casino remain silent about this topic???

After reading some of the experiences in this discussion thread, I think its time for me to discuss my current experience with my first and recent withdrawal.

I signed up to Chipstars in late 2023 to bet on NBA on their sportsbook. Since then I have deposited approximately $7300USD across 5 deposits. I started betting NBA again in late 2024 and in January of this year (2025) I finally had a winning streak and decided to withdraw just over half my balance ~$5800USD. I made this withdrawal on the 24th of January. At this point I hadn't verified my account so they prompted me to verify and I submitted all my documents and my account was verified, Great! On the 31st of January I received an email informing me my withdrawal is being processed within the next 24 hours, perfect! But nothing came in after 3 days so I sent them a follow up email to make sure everyting was fine. Then another representative asks me to verify myself even further with even more sensitive information. At this point I am a little frustrated and disappointed because I have just been told my account is verified AND the withdrawal will be processed within 24 hours. However I sent everything through on the 6th of February. Its now the 17th of February and I still haven't received any communication. 

Since its been a long time, my doubts have crept in so I decided to read this forum and it appears that this is a common occurrence for players on this site. Now I understand that there can be delays but 3 to 4 week delays for withdrawals is starting to fall under the unreasonable category. I will continue to update this forum on how this situation unfolds so that others can understand what they are getting themselves into with this site. If my matter is not resolved in the next few days I will open up a complain with casino guru.

The most important thing is that you don’t cancel your withdrawal request yourself. That’s their goal. This casino is very dangerous!!!

Hello,

I just want to say that when sports betting get's involved, I would not consider this forum or Safety Ratings to be the best call. This whole website is exclusively dedicated to reviewing casinos only. There may be plenty of reasons involved in additional verification and if any of those have something to do with sports betting activities, we won't be able to accept your complaint.

Hi Radka,

Appreciate the response. I am a little confused as to why the sportsbetting is an issue? Chipstar casino, on the home landing page has "Sportsbetting" as one of their primary offers? I understand that this site reviews casinos but if a casino offers sporsbetting as one of their primary offers then it is part of the casino?

I also understand that sometimes sites have third party sportsbooks but ultimately the payouts are administered by the hosting site? The casino should be taking accountability and if their sportsbook partner is the issue,they should be discouraged to continue working with them.

It is a problem mainly because we are not focusing on this area. This means that we don't have experts in it to help you, also our reviews mention maybe sports betting but only as a secondary part and therefore players who want to bet on sports can do so in the casino. Anyway, so far we do not solve anything more and we are not able to solve such cases.

So even though I understand what you are talking about and I understand your logic, there is nothing we can do from our side.

I'm sorry. ??

Hi Jaro,

Thank you for the clarification. Do you know anyone that can help me? I still haven't received any communication from the official team and the VIP contact I have keeps telling me that I need to be patient and there will be an update.

I understand that there might not be anyone specialised in dealing with the sportsbetting department but I think you should consider updating the safety index to account for third party providers that a casino offers.

For example if a shop sells fish and a customer gets food poisoning. The shop can obviously blame its suppliers but there is also a duty for the shop to ensure the supply is good quality. The customer doesn't care about the supplier, the shop that sold it directly to the customer should take responsibility.

Hope this makes sense.

Would also appreciate if a Chipstars representative stepped in to communicate the inner workings of their partnership with this sportsbook provider?

Thanks

I would try to find a post that a casino wrote in this thread and use the "reply" button to tell them about your situation. I'll be notified and hopefully they'll reply. That's one option. 

I would also try to recommend some links where they could look into your case.

You can find them here: 

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I can't think of any more yet, but if I come across something that might help you, I'll be sure to let you know. 

Thanks Jaro,

I will be writing a review of my experience on all platforms. I've started with one on this site and will continue to do so on all of these. It would be much appreciated if you and your team could discuss a way to warn others that the Sportsbook side of Chipstars is not considered under your safety index. Personally I think they should be responsible for this but totally understand if it doesn't fit your framework. It just sets a bad precedent for other sites if they can just hide behind the idea that the sportsbook is "outsourced" and its not their issue.

Yes, I understand what you mean, I would say that the best thing is when players write on the forum about their experiences and this way they also let others know how it is in the casino. I always remind players that we don't take the sportsbook into consideration and it is important to remember that. Sports betting is only minimally mentioned in our review and that's when you are looking for casinos that also have this section if you don't like to play slots, etc. 

But maybe one day we will come to the fact that we will also deal with sports betting. 

Thanks for understanding how it works.

I have some updates with regards to my experience on Chipstars.

After writing a few negative reviews on sites like TrustPilot and some of the sites Jaro had prepared (thanks Jaro), I finally received a response from support on the 28th of February. I am not sure if its coincidence or the reviews had prompted them to take action.

I would also like to note my review on Casino Guru was rejected because it "focused too much on sportsbetting" which I think is completely unreasonable. I don't understand why it feels like there is a conspiracy to censor any negative experience with regards to Chipstars when it comes to their sportsbetting. Ultimately at this point this isn't about sportsbetting, its about the site not paying out a withdrawal so if the Casino Guru Mods could appreciate that and approve my review, that would be amazing!

Nevertheless, I will continue here, they are now asking for a notarized identity document which is the first time in my life that I have been requested this. I have KYCed at least 20 times with global institutions and not once have I been requested this. Generally speaking a passport with a supporting document would suffice. Additionally, they are now contradicting their own Terms. Notarized identity check is only required when the withdrawal is more than $20,000USD (you can find this information under their "Accounts and Payouts" section).

I have essentially told them that a notarized identity document is an extremely unreasonable request and that I am not comfortable sending them that, particularly as it increases the chance of identity fraud committed against me. I have already provided my driver's license, passport, utility bill and answered source of wealth questions.

I will wait back to hear from them and will continue to update my experience. If there are any other people who are experiencing the same difficulties please message. Its important we publicize unprofessional companies and call out this behaviour.

I'm glad that it has some traction and you managed to move forward at least a little bit. According to what you write, did you also send the casino a notarized document or you don't want to go into it? I ask mainly because it can put the whole case on ice since you can't withdraw without verification. 

As far as user review is concerned, if the whole point is sports betting, we don't take user reviews as complaints so we don't take user reviews to make it fair. If you describe other things that are negative for you in this casino and the point is not sports betting, then I have no problem with approving it. 

Still, I hope this will be resolved and I will be glad if you will continue to keep us as well as the players informed. ??

Hi Jaro,

Sorry for the late response, been terribly busy this week. I have not sent a notarized document because they have failed on multiple occasions to provide me a sufficient reason as to why they need to go against their own account payout terms and ask for more than level 1 of identity. I have sought legal advice and they have suggested not sending it since it will put me further at an identity fraud risk. I have been nothing but extremely co operative with them. The fact that I have deposited and frequently bet with this site since 2023 makes this even more frustrating because no notarized documents were ever required when I deposited close to 10KUSD (across multiple deposits).

As for my review, I do mention sportsbetting as it was my primary form of gambling on the site but the main issue is a withdrawal issue which, I believe, is directly relevant to casino guru. So if you can review my review and see if we can get it approved, that would be much appreciated. I can remove the sportsbetting elements and focus the review on my experience for the withdrawal?

Hello there.

May I firstly ask, please, if any of the sites Jaro has suggested provided any help to you?

Unfortunately, as we don't have any department dealing with sports betting, we have no experience whatsoever on this field. Therefore, also when it comes to your user review, even though, as you said, it is about the withdrawal, we are unable to know what exactly has happened there, as your winnings were accumulated exactly from sports. And that is why we didn't approve your user review, because it could not be fair for the casino, even though from your side it is a whole different story, and I understand it.

I hope that everything will end in the most positive way possible for you and will wait for another update.

At the moment none of the sites have reached out but I think public awareness of how Chipstars handles their withdrawal (unprofessionally) is important to other users.

After a long back and fourth with regards to why sending a notarised identity document is unreasonable they have now caved and pivoted to source of wealth and funds (which was always going to be their next move if I provided the notarised identity document). So now its extremely clear that this is no longer about meeting their regulatory duties but more so a way to stall or more likely, not payout my account balance in full.

They are now asking for 3 Months Full Transaction History of my bank statement, Proof of my business ownership including business registration certificate and shareholder agreement, tax returns and proof of crypto deposits and exchange statements.

This is literally the most ridiculous request I have ever been asked. I have verifyied myself internationally for more important matters, like opening up a international bank account, and that required less documentation for this.

I have also received legal advice on this matter and given they are essentially an unregulated site that I should stop providing any more documentation given the risk of identity fraud.

The withdrawal amount is $5,500USD. This is like a drop in the ocean for most online gambling sites and I have withdrawn far more from both unregulated and regulated sites for way less documentation.

I am in communication with Curacao Gaming Board with regards to Chipstars withdrawal policy and will continue to update this thread.

Once again I plead with the Casino Guru staff that even though my primary activity on the site was through sportsbetting, this is NOT a sportsbetting issue, this is a withdrawal issue directly related to Chipstars the Casino. I deposited approximately $7400 since 2023 and I am trying to withdraw $5,500. This needs to be considered in the safety index because withdrawals are processed by Chipstars Casino, not anyone else.

Unfortunately, we are unable to intervene in your case even if it is a withdrawal issue.

Please understand that your winnings were accumulated from sports betting, and we wouldn't be able to investigate this matter to see and know that it was all according to the terms of sports betting.

We wouldn't have a clue, to tell it straightforward.

That is why we are not able to handle any sports-related complaints.

I'm really sorry we can't be of any help here, but we surely are hoping for the best result for you.

Update for those that care or want to know how to resolve their own issues. I have now escalated it to be a legal matter and working with a Curacao based law firm that specialises in these types of claims and disputes. Chipstars has now blocked my account from logging in. Will continue to update. Going to do everything I can to recover the funds out of principal. They have tried bullying me into unreasnoable KYC and documentation requests, this is not the type of online casino you want to be playing on!