Chipstars Support and Complaints Thread

Hello everybody! I am Bojan from Chipstars, and I will be Chipstars representative in LCB community. If you have any trouble, any feedback, or any question about Chipstars, please feel free to ask. I am here to help you!

Chipstars is an online poker, casino, and sports book platform! We like to say that we are "hybrid casino" because we have standard and crypto players. We also have our own token Chips which will be integrated deeply in the platform in the future. Behind Chipstars are a young team that tends to bring the trust into poker, casino, and sports-book betting gameplay closer to you through the user experience. Chipstars is one of a kind place where you can jump from sports-book to casino and back to poker, or try your luck with eSports, it has never been easy like this! The biggest perk and supreme goal of our company is to present safe and innovative methods in the iGaming environment.

Our mission is to give a safe and secure iGaming environment but at the same time to give users 200% of the user experience. Chipstars is created by users for users, and as a gaming provider, our biggest mission is to give advantage to all the tips and inputs you as players have for us! We are building a community-based on mutual trust because trust and your experience are only 2 aspects we truly care about.

Welcome to the LCB forum, Bojan! Thank you for being available to assist our members! 

Welcome to the best forum Bojan. Thanks for signing up. 

Welcome Bojane! 

Thank you on your welcome guys&girls :)

Hi Bojan! Welcome to LCB Forum 

Welcome to our forum! 

Hi Bojan,

Welcome to LCB 

Welcome to the LCB forum, Bojan! Hope you'll have a great time with us and our members! 

Hi Bojan,

Welcome to our community! 

Welcome to the best forum Bojan 

Welcome to the LCB forum 

Welcome on board, Bojan! 

Hello Bojan

Despite numerous attempts to discuss matters with you privately you have failed to reply and leave me no option but to ask the questions publicly.

You have said in a separate online forum the following "Generally, we don't block UK players." Would you explain what that exactly means? Do you block SOME UK customers and if so how do you decide which UK customers to block and which customers to accept? Or Do you not block any UK customers?

I will also like to point out that chipstars.bet does NOT hold a UK Gambling Commission License which means the following

It is a criminal offence under section 33 of the Gambling Act to offer gambling to GB consumers without a licence.

Why are you falsely advertising your casino to UK customers and saying that you accept them when it is clearly illegal to do so? You also have a false contact number in the UK which doesn't exist and say you are based in London which is also a complete lie.

I'm sure if you are a "genuine" site then you will have no problem supplying a few answers.

Where are you based?

Approximately how many staff does chipstars employ?

What company supplies your sportsbook platform? ( I have asked this on numerous occasions but no-one from chipstars seems to be able to answer it)

Why do you accept UK customers without the required legal UK Gambling License?

Why do you ignore KYC and AML rules which allows you to illegally accept deposits from the UK of over EUR27,000 in less than a month on an UNVERIFED account?

Why do you ignore the customer when they point out ALL of your T&C breaches?

I look forward to your reply as the chipstars casino representative.

Hello lufcelland1, 

Could you please provide us with your Chipstars Casino username via private message inbox and we will contact Casino Rep for assistance. Thanks. 

PM sent, thanks

Hello lufcelland1, 

We received your username via private message and have contacted Casino Rep. Keep you posted on this forum thread. 

Hello KingNemo

I have just checked the lcb review of Chipstars Casino and you say the following

ACCEPTED
PLAYERS FROM UNITED KINGDOM ARE ACCEPTED AT THIS CASINO

Can you confirm that this is in fact true as on their registration page (Sign up) there is no United Kingdom option on the drop down country box.

Thanks

Hello lufcelland1,

We received a response from Chipstars Casino Rep and were informed that you have received a response directly from their compliance team. 

UK is now restricted for Chipstars Casino on our website. 

Thank you. 

Hi King Nemo.

Sc can you confirm that chipstars no longer accept UK players?

I assume that they have confirmed the change to you as up until very recently they were accepting UK customers. Could you confirm the date they have told you they stopped accepting UK players please. Thank you

Dear KingNemo

I can confirm that the so-called compliance team at chipstars casino are about as real as the UK contact telephone number they list on their website. This is the same false telephone number that you quote in your review of them. Try calling it and let me know how you get on. So as their compliance team is fake and unresponsive what do you suggest I do now if I have an issue with them?

Hello lufcelland1, 

Yesterday we got an update from Casino Rep that UK is a restricted country and we removed the UK telephone number.

Casino Rep told us that you used VPN during your registration with Chipstars Casino. There is no UK in dropdown menu when you want to register from the UK IP address.

We advise you don't play in a casino that doesn't have a UK license in the first place because when you do, issues like this will arise. 

Hello KingNemo

Thank you for the reply.

I can confirm that yet again Bojan, the Chipstars casino is lying.

I did not, never have and don't possess a VPN and Bojan is fully aware that my account was opened from the UK .Until I attempted to contact him recently UK was available in the dropdown menu for new accounts with chipstars and was certaily there when I opened up my account from the UK.

Furthermore I can also confirm that I sent in my UK passport to Chipstars and also my UK bank statement as proof of UK address. I also have confirmation that they received them.

I have received more than  20 personal emails from Bojan direct to my uk email address, the first of which to to make me a VIP.

I will send you a private PM with yet more proof of the continued lies from Chipstars casino and their rep Bojan.

Hello lufcelland1,

Can you specify what your complaint is about?  Do you have a pending withdrawal?

Hello Anchi

I have sent KingNemo a PM. Thanks

Hello lufcelland1,

We read your PM, but we still don't understand what is your complaint about. If they used to accept players from the UK, now they don't.  There is no UK in the dropdown menu when you want to register from the UK IP address. If the problem is that they didn't have a UK license and they accepted UK players, unfortunately, we can't do anything about it.  In the future, choose casinos that have a UK license to avoid any problems. 

I have sent you proof that quite clearly they are STILL accepting UK play. Furthermore their Rep Bojan has blatantly lied by informing you that I used a VPN when opening my account from the UK.

Why would their rep feel the need to lie to you? These are hardly the actions of a trustworthy casino are they?

if you don't wish to condone their behaviour then that just says as much about you as one of their affiliates as it does about the lying casino.

Hello lufcelland1,

The casino rep told us that your account has been closed because the UK is banned and that you don't have any pending withdrawal. 

There is no UK in the dropdown menu when you want to register from the UK IP address. 

Please have a look at the attached.

Unfortunately, we can't do anything about it.  In the future, choose casinos that have a UK license to avoid any problems. 

Dear Anchi

How could my UK account be closed if the casino NEVER accepted UK customers?

How could it have EVER been opened if their is no UK country in the drop down country box.

I'm sure Bojan, the Chipstars rep will tell you some more lies that you will again post here, even after I have sent you more than enough solid evidence that proves his lies. 

If the UK is banned and an illegal country as far as Chipstars are concerned then I'm sure Chipstars will be returning ALL of the illegal deposits they have taken from the UK.

It would be very helpful if you can ask Bojan when these illegal deposit returns will be processed and post the answer on this forum when he gets back to you.

as you can see UK was clearly available in the drop down box of countries while I was on live chat with Chipstars. If the writing is too small for you to read on the live chat here is the conversation.

SO YOU ONLY HAVE A CURACAO GAMBLING LICENSE?

yes that is correct

So you DO NOT hold a UK gambling license then?Can you explain why, if you don't hold a UK Gambling License are you taking bets from UK customers. It is a criminal offence as an online casino to transact with the UK if you Do Not hold a license.

Hello lufcelland1,

 How did you open an account when there is no UK on the registration when you come from a UK IP address?

The only way is to use VPN. The UK appears on the registration only if you come from non-uk IP address. 

Transcript from their live chat?  Where they first tell you that the UK is allowed and after 8 minutes it is not?  

John (19:48:46): Chipstars is under the Curacao license that strictly forbids it in your country.

Their legal team has advised them not to speak to you until your case is resolved. 

We still don't understand what your complaint is about. You made a deposit and they paid your winnings, even if you were using VPN because registration from the UK is not possible. 

I sent you a screenshot. 

Hello Anchi

You are well aware what the complaint is but I will explain it in simple terms once again.

Account opened at end of April 2022 from the UK with NO VPN. UK was available on the country drop down box at registration. ALL UK details were given, phone number, email address, house address etc. etc.

At this time it would appear that the majority of affiliate websites including yourselves,lcb.org clearly stated on their sites that chipstars.bet accepted customers from the UK.

As chipstars.bet only has a Curacao gambling license this prevents them from legally accepting UK customers.

Furthermore the following is taken from a separate affiliate forum

Mar 2022

"Seems they accept UK players as the sign-up form has UK and live chat (Lucus) confirmed it was okay."

Bojan the chipsatrs rep replied in April with the following

"Generally, we don't block UK players. Some providers do that and we hide them for the UK players."

So yet again their own Rep, Bojan admitting at the beginning of April 2022 that they accept UK customers. The sign up form clearly had UK listed on the country drop down box then and live chat confirmed this.

I contacted Chipstars.bet at the beginning of June to point out the following which is taken from the UK Gambling Commission

"It is illegal to transact with, or advertise to, consumers in Great Britain without a licence

It is a criminal offence under section 33 of the Gambling Act to offer gambling to GB consumers without a licence."

I have asked for ALL transactions on my account to be voided as they were all illegal/unlicensed and unregulated due to not holding the required UK Gambling Commission license to accept UK customers.

Their so-called legal team finally sent what would appear to be a standard copy and past answer declining my request.

I have, since receiving their reply sent their legal team a further dozen emails and have not received one reply. 

It is therefore very strange that they have told you the following

"Their legal team has advised them not to speak to you until your case is resolved."

They have NO intention, nor ever have had of resolving my case"

They have repeatedly lied to both myself and affiliate websites. I have not, never have and don't even know how to use a VPN and I didn't need to as they were clearly accepting UK customers up until a few weeks ago.

A few weeks AFTER I raised my complaint they have finally gotten around to removing UK from their drop down box and telling everyone that they can't accept UK customers as they aren't allowed to due to the fact that they only hols a Curacao Gambling License.

This is the ONLY license that they held when my UK account was operational with them so they are basically admitting to the fact that my account was opened illegally by them.

They have also confirmed to me that they received both a copy of my UK passport and a copy of my UK bank account so they were well aware where I was based. Furthermore despite this my account was NEVER verified, which again is a sever breach of their own T&C's, not that they apply to UK illegal accounts anyway.

As you stated in your reply the following (from a live chat on 24 June 2022 with Chipstars)

"John (19:48:46): Chipstars is under the Curacao license that strictly forbids it in your country."

Here is the rest of the conversation in which "John" confirms that they DO accept UK customers and it was just an earlier "problem" that has now been resolved.

lufcelland1 (19:54:58): is it Okay to have an account open with you from the UK?
John (19:56:42): There was a problem earlier but now it's resolved now.
 lufcelland1 (19:57:04): what has been resolved?
John (19:57:55): The Registration issue has been resolved.
lufcelland1  (19:57:58): are you telling me that the earlier problem was you accepting UK customers but it's now been resolved and you can't accept them anymore?
John (19:58:15): Yes, we accept
lufcelland1  (19:58:34): you accept what exactly?
John (19:58:42): We accept customers from the UK.
lufcelland1  (19:59:56): So since I started this conversation 20 minutes you have gone from not being able to accept customers from the UK but now 20 minutes later you can?
John (20:00:07): There was a problem earlier but now it's resolved now.
lufcelland1  (20:01:16): but you told me the following when I asked about UK customers "Chipstars is under the Curacao license that strictly forbids it in your country."
lufcelland1  (20:01:44): have you now got a new license in the past 20 minutes that allows you to accept UK customers?
John (20:02:07): As I told you, there was a problem earlier.
lufcelland1  (20:02:21): have you now got a new license in the past 20 minutes that allows you to accept UK customers?
lufcelland1  (20:02:27): yes or no?
John (20:02:51): Yes.

So if their legal team won't speak with me to resolve the case and they say that Bojan, their Rep isn't to speak with me until the case is resolved how do they EVER expect the case to get resolved?

Perhaps you could ask them on my behalf how they intent of ever resolving it. Maybe you could act as a go-between to help reach a resolution?

Thanks

There are two options here, the first is that you used a VPN or the second is that they subsequently removed the UK from the registration when they actually banned it.  In any case, the casino sticks to their story and unfortunately we can't do anything about it.  Your account is closed, because they don't accept UK, you don't have pending withdrawal and they don't owe you money. In your case, the casino will not change its mind. We advised them to add the UK as a restricted country in their t&c.

Did you even read the above?

What are the two 'options' you are talking about?

i did not use a VPN and the clearly gave now blocked the UK AFTER opening accounts from the UK that they knew were illegal as they didn't have a UK license.

What do you want for advising  them to add the UK to their T&Cs  , a gold star? They should NEVER have accepted any UK accounts but I guess as long as you get your affiliate payment from them everything they have done before now doesn't concern you. 
One final question why has their so-called legal team told the Rep not to talk to me until the matter is resolved. According to you there is nothing to be resolved as they've done nothing wrong as far as you're concerned.

Finally would you explain why you don't advise ALL of your affiliated casinos to add UK to their restricted countries if they don't have the legally required UK Gambling Commission issued license? By adding 'UK customers accepted' to casinos that you know don't have a UK license clearly makes you complicit in their illegal behaviour, doesn't it?

Hello lufcelland1,

My question to you is, why did you play in a casino where you knew they didn't have a UK license? It's your responsibility.

Yes, I read, but you don't like our answer. Yes, two options, we can't take anyone's word for it, can we?  Yours that you didn't use a VPN, or theirs that said you did.  We asked them for proof that you used VPN, but it was not provided to us.  What we've been told, we passed on to you.

We are an affiliate, guided by the information on the casino's website and their t&c. We are not a regulatory body, we only try to mediate and don't get paid for it by either party. Thank you for reaching out to us and understanding that our mediation service is free of charge and offered in good faith and that we always do our best to help. 

 I understand that this situation must be very frustrating for you, but the casino sticks to their story and we can't do anything about it. As far as we are concerned, your complaint is closed because unfortunately we cannot help you.

Hello Anchi

This will be my last post on the subject which I'm sure you'll be happy about :-)

You said the following

"Yes, I read, but you don't like our answer. Yes, two options, we can't take anyone's word for it, can we?  Yours that you didn't use a VPN, or theirs that said you did.  We asked them for proof that you used VPN, but it was not provided to us.  What we've been told, we passed on to you."

You have said I don't like your answer. What I don't like is people who refuse to call out either party for their blatent lies.

I totally understand you can't take anyone's word for and I wouldn't expect you to. I would , however expect you to admit that the casino rep, Bojan has clearly been lying by saying I used a VPN.

I have provided you with a lot of evidence (in private emails) that not only proves I didn't use a VPN but also I wouldn't have needed to at the time I opined my account as chipstars as they openly accepting UK customers at the time. Furthermore, you have also confirmed that you have asked the casino to provide evidence that I DID use a VPN but they couldn't provide anything as they know they are lying.

So the bottom line is you have given and continue to give a platform to a casino and their casino rep that are clearly very comfortable with lying.

I guess money comes before morals?

Bye

Hello lufcelland1,

You didn't answer my question.  Why did you play in a casino where you knew they didn't have a UK license?
It seems to us that you understand quite a bit about UK regulations, so we find it hard to believe that you missed that they don't have a UK license. 

Once again, your money and where you will make the deposit is your responsibility.

As we said, we can't take anyone's word for it, neither yours nor theirs.  We asked them for proof that you used VPN, but it was not provided to us. Because of that, we wrote this part: "or the second is that they subsequently removed the UK from the registration when they actually banned it". We cannot confirm anything, because we don't have evidence for it.
 

Honor the platform that gave you the opportunity to be heard. Don't bite the hand that is trying to help.

Your complaint is officially closed.

Hello Anchi

Just to correct you for the final time as it's getting a bit tedious.

"We cannot confirm anything, because we don't have evidence for it."

You were emailed numerous screenshots that clearly evidenced that no VPN was ever used nor ever needed at the time in question.

You were also provided privately with my username AND password for chipstars casino privately via email to allow you to check that everything I said was truthful. 

If you haven't read/looked at the evidence then that isn't my problem but don't come back and lie and say you can't confirm anything as we "don't have evidence for it."

It just makes you look as complicit as the casino in trying to cover up their illegal behaviors.

Again it is clear that your stance is "money before morals". Do not attempt to deflect from this by saying that you were trying to help me as that is just rubbish. You gave me the opportunity to be heard and that's all.

Keep taking chipstars.bet affiliate money while you can :-) 

You "forgot" to copy this part from the chat, this is your sentence:

"20:13 would you also explain why on your registration page to open a new account there is NO Country drop down link for the UK"

Don't waste our time by posting false accusations. Anyone trying to abuse our complaint service in order to force casinos to pay them will be banned.

You are banned until further notice.  

Your complaint is closed. Have a nice day.