ShinQueen Casino - Denegación de retiros debido a una infracción de las reglas no divulgada.

After making several deposits and playing normally, I suddenly received an email from the casino claiming I had breached their terms of service, and they subsequently refused to process my regular withdrawals. Additionally, when I further inquired about this issue, the casino merely responded with "you've violated our rules," without giving me any details.

数回の入金を経て通常に遊戯をしていた所、突然カジノ側から規約違反の連絡のメールあり、通常の出金処理も拒否されました。カジノ側に問い合わせするもあなたが違反した。詳細は伝えられないのみの回答

Hello yonesan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ShinQueen Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you have any real money balance on your casino account when it got blocked? When was the last time you spoke to the casino and what was it about? Did they or could you specify what kind of "tool" have you been using in the casino to play the games?

Looking forward to your answer.

Regards,

Nick

Thank you Nick.

As for the casino account, all verification was completed on October 7, 2023, and I have made several deposits and withdrawals via bank transfer. For some reason, even after the withdrawal was rejected, the account was not blocked and the balance other than the withdrawal amount remained.

I have been communicating with the casino since January 10th, and on the night of the 10th, I received an ultimatum that they would no longer respond to my request.

Sorry for the inconvenience, but thank you for your understanding!

ニックさんありがとうございます。

カジノのアカウントについては、2023年10月7日に全ての認証が終わっており、銀行振込にて何度か入金と出金を行っております。出金拒否後もなぜかアカウントはブロックされずに、出金額以外は残高残っていました。

カジノとは1月10日からやりとりをしており、10日夜にもう対応しませんと最後の通告がきました。

忙しい中すみませんが宜しくお願いします！

Thank you yonesan for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, yonesan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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.

Hello,

Thank you for contacting us.

As per checking the player account qcd2vz7o this player had too many betting records a day.

We suspect this is the system betting according to his betting logs.

We have asked him to be aware that we detected betting which is violating terms and conditions, but in fact his withdrawal had already proceeded after we confirmed the player read our email.

Moreover, he requested another 3 withdrawals after his rejection but every withdrawal transaction has proceeded already.

Best regards,

Queen Casino

Thank you, Queen Casino! Do I understand correctly, that you mean system betting in sports?

Hello Guru,

No, mainly slot games.

Thank you

Thank you! It is important to mention that we do not consider all of irregular playing patterns unfair. There should be a sound reason reason for confiscating players' winnings. Please, explain what the system betting is and how the player abused it. Also, we would require proofs of player's wrongdoing (game and/or transaction logs). Please, send the explanation and the evidence to my e-mail: pavel.k@casino.guru. Note, that we do not share received evidence neither with any 3rd parties nor with players, unless we have a permission from the casino.

Hello Guru,

I sent an email to pavel.k@casino.guru.

Could you please check it?

Thank you,

Queen Casino

Hello, yonesan!

Can you confirm that you have been able to withdraw your balance?

Dear yonesan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.