Queen Casino - O jogador acredita que o seu pagamento foi atrasado.

I submitted a withdrawal request at 4:34:14 AM on June 25th, but the withdrawal was not completed. I contacted casino support, but they replied that it was under review. At 11:45 AM, I received an email to my registered email address stating that the withdrawal was canceled due to inappropriate gambling in violation of the terms of service, and subsequently the funds were confiscated.

I sent an email requesting details of the fraudulent use and objecting to the return of funds, but I haven't been given any details about the fraudulent use, nor have I received my funds back. I'm in a difficult situation.

6月25日の4時34分14秒に出金申請を行ない、出金完了がなかったのでカジノのサポートに問い合わせを行ったが審査中との回答。11時45分に登録しているメールアドレス宛に利用規約に違反する不適切な遊戯として出金キャンセルのちに資金没収されました。

メールで不正利用の詳細と資金返還の異議申し立てを行ないましたが不正利用の詳細も教えてもらえず資金返還もない状態で困ってます。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dku.17,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I don't think you've fully understood what I'm trying to say. KYC verification is complete, and I'm not waiting for a withdrawal to be processed. My winnings were forfeited without any explanation, so I'm requesting their return. I believe I attached screenshots of my communication with QUEEN Casino when I first filed my complaint; have you reviewed those?

私の伝えたい事がうまく理解できてないように思います。KYC認証も完了しており、出金処理待ちではないです。詳細な理由も教えてもらえず勝利金を破棄されたのでそちらの返還を求めています。最初に苦情提出した際にQUEENカジノとやり取りしたスクリーンショットを添付してると思うのですがそちら確認してもらえましたか？

I'm sending you screenshots of the emails I exchanged with QUEEN Casino's support center again. Please let me know once you've reviewed them.

QUEENカジノのサポートセンターとやり取りしたメールのスクリーンショットを再度送ります。確認出来たら教えてほしいです。

Dear Dku.17,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The problem hasn't been solved at all.

The winnings remain forfeited.

問題はなにも解決してません。

勝利金は没収されたままです。

Dear Dku.17,

Thank you for your update.

I understand that the issue has not been resolved. However, I have encountered a problem with the screenshots you previously attached. Unfortunately, they are unreadable on my end, so I am unable to review their contents.

Could you please resend:

• Your communication with the casino regarding your case, including the emails explaining why your winnings were confiscated and your subsequent correspondence with their support.
• Screenshots from your casino account showing the canceled withdrawal and the confiscation of your winnings.
• Any other relevant screenshots that may help us understand what happened.

You can either attach them directly to this complaint thread or send them to karla.m@casino.guru.

Thank you very much for your cooperation. I look forward to your reply.

Karla

I sent screenshots of my correspondence with QUEEN Casino directly to their email address.

Please check.

メールアドレスに直接、QUEENカジノとのやりとりしたスクリーンショットを送りました。

確認お願いします。

Dear Dku.17,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Queen Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Queen Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Karla M.