QueenVegas Casino DE - El jugador no puede retirarse.

I deposited €100 at Queenvegas on February 6th, 2023, now my account balance is:

Real money: €400.36

Bonus money: €152.57

Now I would like to withdraw my real money and have tried to verify myself and uploaded my data/files.

When I emailed three times when I could expect a payout and confirmation of verification, I got absolutely no response.

I can't withdraw anything from my player account at the moment due to allegedly missing verification.

Ich habe am 06.02.2023 bei Queenvegas 100,-€ eingezahlt, jetzt ist mein Kontostand :

Echtgeld: 400,36€

Bonusgeld: 152,57€

Nun möchte ich gern mein Echtgeld abheben und habe mich versucht zu verifizieren und meine Daten/Dateien hochgeladen.

Auf dreifache Anfrage per E-Mail wann ich mit einer Auszahlung und der Bestätigung der Verifizierung rechnen kann kommt absolut keine Antwort.

Von meinem Spielerkonto kann ich im Moment wegen angeblich fehlender Verifizierung nichts abheben.

Dear Ricardito66,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. I reviewed the casino's terms and conditions and I found this https://www.queenvegas.de/bonus-policy/:

"An active bonus does not prevent you from making a withdrawal. However, you must void all of your bonus balance if you wish to make a withdrawal. This includes any winnings you have accumulated while the bonus was active. If you reverse a withdrawal, the Bonus that was canceled due to your withdrawal request will not be re-added. You can cancel your bonus at any time via customer service."

I would recommend asking casino support to cancel your bonus balance in order to be allowed to withdraw the rest of your funds.

Please let me know if that helped. I'll look forward to your reply.

Best regards,

tomas

Dear Ricardito66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I reviewed the casino’s terms and conditions and I found this https://www.queenvegas.de/bonus-policy/:

"Ein aktiver Bonus hindert Sie nicht an einer Auszahlung. Sie müssen jedoch Ihr gesamtes Bonusguthaben stornieren, wenn Sie eine Auszahlung wünschen. Dazu gehören alle Gewinne, die Sie angesammelt haben, während der Bonus aktiv war. Wenn Sie eine Auszahlung rückgängig machen, wird der Bonus, der aufgrund Ihrer Auszahlungsanfrage storniert wurde, nicht erneut hinzugefügt. Sie können Ihren Bonus jederzeit über den Kundendienst stornieren."

I would recommend asking casino support to cancel your bonus balance in order to be allowed to withdraw the rest of your funds.

Please let me know if that helped. I'll look forward to your reply.

Best regards,

Tomas

Hello Tomas,

I have now sent an email to Queen Vegas Support asking them to cancel my bonuses and withdraw the €400.36.

This is not possible on the website although I have received written confirmation of my verified documents in the meantime.

Best regards

Alexander

Hallo Tomas,

ich habe jetzt eine E-Mail an den Support von Queen Vegas gesendet mit der Bitte meine Boni zu stornieren und die 400,36€ auszuzahlen.

Dies ist auf der Webseite nicht möglich obwohl ich eine Bestätigung meiner verifizierten Dokumente zwischenzeitlich schriftlich erhalten habe.

Beste Grüße

Alexander

Ricardito66,

Did you receive any reply from the casino? Was your bonus balance canceled? Did you manage to request a payout? Please let me know about any news.

Hello Tomas,

I have not received a reply to my several emails to support, nor can I withdraw any amount.

But my account should be verified. The casino also does not respond to telephone callback requests.

The bonus was not canceled either.

Hallo Tomas,

ich habe weder auf meine mehreren E-Mails an den Support eine Antwort erhalten, noch kann ich mir einen Betrag auszahlen lassen.

Mein Konto sollte aber verifiziert sein. Auf telefonisches Rückrufersuchen reagiert das Casino auch nicht.

Der Bonus wurde ebenfalls nicht storniert.

Thank you very much, Ricardito66, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Ricardito66,

I've just reviewed your case and fully understand your concerns. I will contact the casino to help you with your complaint.

I'd like to invite a representative from QueenVegas Casino to join the conversation and participate in the resolution of the complaint. Can you please confirm if you have received a request for the bonus cancellation from the player?

Thank you.

Kind regards,

Tomas

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.

Dear Ricardito66,

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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the MGA Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas