26 000 EUR stuck and no communication for 4 months

Casino: ChiliStakes (https://chilistakes.com/)

Complaint Summary:
I am filing a formal complaint regarding unresolved access issues, an unusable service after a confirmed deposit (0.00029765btc~270nok), and a withdrawal request that has remained unresolved for an extended period. Despite multiple attempts to resolve this directly with the casino, no meaningful progress or solution has been provided.

Full Description:
I made a cryptocurrency deposit to my ChiliStakes account which was confirmed as successfully credited. Shortly after the deposit, I became unable to access or play any slot games. The platform repeatedly failed to load games, and the entire website has since been unavailable for extended periods and currently displays a maintenance notice.

Despite the platform being non-functional, deposits continued to be accepted. I contacted support several times via email and live chat and clearly explained that I could neither use the service I paid for nor withdraw my funds. I requested either:

1. Full restoration of access so I could use the deposited balance according to their terms, or
2. A complete withdrawal/refund.

I was informed that the issue would be investigated, but weeks have passed without resolution. A withdrawal request was submitted and remains pending without updates. Communication has largely consisted of delays and requests to “wait”, without any clear timeline or solution.

Given that the casino accepted deposits while the service appeared to be non-operational, I believe this situation breaches fair gaming and licensing obligations.

Current Situation:
The website now shows “under maintenance”, making it impossible to verify account status, access games, or manage funds.

Actions Taken:

* Multiple emails sent to ChiliStakes support explaining the issue.
* LiveChat communication and follow-ups.
* Formal notice sent requesting resolution within a reasonable timeframe.
* Supporting documentation, correspondence, and deposit confirmation (payment confirmation and statement from revolut and deposit confirmation email from the casino) will be attached to this complaint.

Requested Resolution:
I am requesting either:

* Immediate restoration of full platform access allowing me to use my deposited funds normally, OR
* Processing of my withdrawal/refund without further delay.

Additional Notes:
I have attempted to resolve this directly with the casino in good faith before filing this complaint. All correspondence and evidence will be provided to assist moderators in reviewing the case.

What happened:
27 Sep 2025: After depositing and wagering for a few months, I requested a full BTC withdrawal (13.4mbtc). Customer Support and a VIP manager claimed a "manual review" from sportsbook risk team.

7 October: VIP manager advised to cancel and try smaller amounts. I withdrew 2mbtc twice on 7 and 10 October.

15 October: I was told "...from our end the verification is over and the account is processed. We have warned the sportsbook risk management again so they have maximum 48h to respond why they made this action for sportsbook- if there is no other actions or questions you withdrawals will be processed immediately."

Nothing progressed and I was ignored for days in between.

22 October: VIP manager said they were no longer part of the brand and management had changed. A new colleague was supposed to contact me. Didn't happen. I continue to ask Customer Support and the former VIP manager, but it is just 30 days of back-and-forth promises.

Bitcointalk Profile Link: Chilistakes BTT official account: https://bitcointalk.org/index.php?action=profile;u=3710357
Official Thread Link: https://bitcointalk.org/index.php?topic=5547555.msg65891544#msg65891544
Amount Witheld: 9.4 mBTC and 2051 USDT
PM/Chat Logs: Exported as 2 files on Mega: https://mega.nz/folder/XlQk3ApL#WM2EFbn1YxqOWv4_L0XPRQ
Additional Notes:
- They only allow 1 withdrawal at a time. They have no accusations of wrongdoing against me.
- Their official thread on Bitcointalk is locked. Account has logged in today.
- I am a VIP player they invited over in June 2025. They waived Verification requirements, but I'm happy to do so if required.

I am writing this complaint because my experience with Chilistakes has been extremely disappointing and frustrating.

Here is a full timeline of my issue:

KYC Verification:

I submitted my KYC documents as required and waited 3 full weeks for verification to be approved.

This was already a red flag because most casinos complete this process within a few days.

Withdrawal Request:

Once my KYC was finally approved, I submitted a withdrawal request.

It has now been nearly 2 months in total since I first tried to access my funds, and this withdrawal is still pending.

Broken Promises from Support:

I contacted customer support multiple times regarding this issue.

On September 4th, 2025, I was explicitly told that I would receive an email update the following day about my withdrawal.

That email never came, and my withdrawal remains unprocessed.

When I contacted them again, I only received vague responses such as, “Your request is under review,” or “Please be patient, we have forwarded your ticket.”

These responses do not explain the delay, and there has been no transparency or accountability.

Overall Waiting Time:

At this point, I have been waiting almost two months just to withdraw my own funds.

This includes a long and stressful KYC process and a withdrawal request that seems to be stuck indefinitely.

This level of service is unacceptable and unprofessional. I have been extremely patient, but it is clear that my issue is not being prioritized.

I am filing this complaint to warn other players about these delays and to hopefully get Askgamblers assistance in resolving this issue.

I kindly request that Chilistakes:

Immediately process my withdrawal or provide a clear and guaranteed timeline.


Thank you for your help in resolving this matter.