Queen Casino - Os ganhos do jogador foram confiscados e a conta bloqueada.

Hello! This casino left me with mixed feelings! I played in this casino for about a year and a half. I have VIP level 45 status in this casino! I really liked this casino! Very cool bonuses, lots of slots and plus 3 more bookmakers! Everything was fine until about April of this year. I had about $5,000 in different currencies on my account. And I noticed that I was missing $1,000 on my account! I immediately wrote to the support service. They replied that they confiscated part of my balance because I was breaking the rules and playing according to some dishonest schemes in the slots. I did not understand anything. I started to get nervous and freak out and went to the slots again. And then I almost won back the entire amount that they confiscated from the slots. I won about $850! After which I successfully withdrew part of the balance and continued to play since there were no restrictions. And one fine day when I deposited about $3,000 into my account, I lost half of that amount and wanted to withdraw at least some of the money that was left, they confiscated my balance completely! After which they simply blocked me in the chat and began to ignore me by mail. I don’t know how to react to this. The casino used to be very nice. They gave very large bonuses and paid out winnings within 10 minutes. What happened to them later, I don’t know!

Здравствуйте! У меня это казино оставило двоякое впечатление! Я играл в этом казино примерно полтора года. У меня в этом казино статус ВИП 45 левел! Мне это казино очень нравилось! Очень классные бонусы, множество слотов и плюс еще 3 букмекера! Все было хорошо где то до апреля месяца этого года. У меня на счету было что то около 5000$ в разных валютах. И я заметил что на счету не хватает 1000$! Я сразу же написал это в службу поддержки. Они ответили что конфисковали часть моего баланса за то что я нарушаю правила и играю по каким то нечестным схемам в слоты. Я ничего не понял. Я начал нервничать и психовать и зашел в слоты снова. И тут же я почти отыгрываю всю сумму которую они конфисковали в слоты. Выиграл примерно 850$! После чего я успешно вывел часть баланса и продолжил играть так как ограничений никаких не было. И в один прекрасный день когда я внес на счет примерно 3000$ половину этой суммы проиграл и хотел вывести хоть часть денег которые остались они конфисковали полностью мой баланс! После чего меня просто заблокировали в чате и начали игнорировать по почте. Я не знаю как на это реагировать. Казино было очень приятным раньше. Очень большие бонусы давали и выигрыши выплачивали в течении 10 минут. Что с ними потом произошло я не знаю!

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the casino specified the reason why your balance was confiscated? Please forward me the communication between you and the casino customer support regarding the confiscation of your balance at veronika.f@casino.guru.

Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link.

What types of games did you play?

When was the last time you communicated with the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

They indicated the reason that I do not play fairly. They told me this in the chat. Unfortunately, there is no correspondence. Now the chat is blocked. When I took bonuses, I successfully played them back. There were never any problems with bonuses. I played slots in different games, different providers. More than 10 different slots. The last time I talked to support in the chat was around June 16 or 17.

Они указали причину что я не честно играю. Это они мне сказали в чате. К сожалению переписки никакой нет. Сейчас чат заблокирован. Когда я брал бонусы то я успешно их отыгрывал. С бонусами никаких проблем никогда не было. В слоты я играл в разные игры, разных провайдеров. Больше 10 разных слотов. Последний раз я общался с саппортом в чате примерно 16 или 17 июня.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you yatsik13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Queen Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Tobbique Gaming Commission and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter