ShinQueen Casino - El intento de retirada del jugador ha sido rechazado.

I've been playing using only cash (not including bonuses) at the new Queen Casino.

I was able to make $13,000 from playing various games such as slots and baccarat.

I assure you, I have not been playing games in an unfair or illegal manner.

However, when I attempted to withdraw $10,000,

I was refused the withdrawal, with the $10,000 I attempted to withdraw and the remaining $3,000, totaling $13,000, locked.

Furthermore, my account has been locked, and I am unable to play any games.

I am still able to log into my account,

and have already completed my KYC verification.

I have reached out to support, and was told that they are currently reviewing my withdrawal request and to await an email.

新クイーンカジノにて、ボーナスは含まない

キャッシュのプレイのみ（スロット、バカラ）などで13000ドルになりました。

ゲームプレイにあたり不正な賭け方なども行っていません。

10000ドル出金しようとしたら

出金拒否され出金しようとした10000ドルと

残高3000ドル合わせて130000ドルかロックされました。

またアカウントロック状態になり、ゲームもプレイできません。

アカウントにはログインは行えており

kyc認証も済んでいます。

サポートに問い合わせた所、出金審査を行っている、メールを待ってくださいと言われております。

Dear hati1029,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you attempt to withdraw these winnings?
• Have you made any successful withdrawals before?
• Could you please clarify when exactly was your account restricted?

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

Best regards,

Kristina

Thank you for your response.

First, let me explain in detail.

Registered at New Queen Casino on January 26th

KYC authentication has also been completed.

Then repeat deposits and withdrawals.

$1900 on February 11th

$3000 on February 16th

$1700 on February 17th

Withdrawal has been completed.

The problem was

I made a withdrawal of $10,000 on February 22nd.

Normally, I could have just withdrawn the money, but I was asked to take a selfie photo, a photo to prove my identity, and a piece of paper with the date and time written on it.

When I immediately took a selfie and contacted support, my photo was accepted and I was told to wait for a further withdrawal review.

after that

February 22nd at 7:13pm

Withdrawal has been cancelled.

Also, the $3,000 that was in the balance at this time

The management replied that it was locked and under review.

And on the next day, February 23rd, due to violation of terms and conditions.

Withdrawal of $10,000 + balance of $3,000

It was confiscated by the new Queen Casino management.

After that, I emailed support and asked for a detailed explanation, but it was a violation of the terms and conditions.

I received an email asking me to read the terms and conditions and that this decision cannot be undone.

At the very least, I don't remember making any bets that violate the rules, and when I asked support to tell me the game ID that violates the rules, I was told that they couldn't give me any game IDs or anything like that.

Just like when you were able to withdraw money up until now, there are no illegal bets, and since it is a cash play, there are no bonus-related terms and conditions.

I am very suspicious of this as it just sounds like an excuse for not wanting to withdraw a large amount of money.

Please take action.

If necessary, you can also communicate with the management and send the contents of emails.

対応に感謝致します。

まず詳細にお話させてください。

1月26日に新クイーンカジノに登録

kyc認証も完了しました。

その後に入金や出金を繰り返し

2月11日に1900ドル

2月16日に3000ドル

2月17日に1700ドル

出金が完了しました。

トラブルになったのは

2月22日に10000ドル出金です。

普段ならそのまま出金できたのに自撮りの写真と身分を証明する写真＋日時の書いた紙を写したセルフィー写真を撮るように言われました。

そしてすぐに自撮り写真を撮り、サポートに連絡すると、写真が採用され、出金審査をさらに待つように言われました。

その後

2月22日の19時13分に

出金キャンセルになりました。

またこの際残高にあった3000ドルも

ロックされ審査中と運営から回答がありました。

そして翌日の2月23日に規約違反の為

出金10000ドル＋残高の3000ドルが

新クイーンカジノ運営により没収されました。

その後サポートにメールにて詳しい説明を求めましたが、規約違反の為です。

規約を一読ください、また今回の決定に取り消しはできませんなどのメールが届きました。

少なくとも違反するようなBetなどした記憶がなく、違反するゲームIDを教えてとサポートに言うとゲームIDなどは一切お答えできないと言われました。

今まで出金できてた時と変わらず不正な賭け方もせず、キャッシュプレイなのでボーナス関係の規約も関係ありません。

大金を出金させたくない言い訳にしか聞こえずとても不信感があります。

どうか対応をお願いします。

必要ならば運営とのやり取りやメールの内容を送る事もできます。

hello christina

Please let me resolve this issue.

I read the terms of use of New Queen Casino again, and my gambling activity may have violated the terms of use.

Therefore, please delete this complaint.

こんにちはクリスティーナ

今回の件ですが、解決とさせて下さい。

改めて新クイーンカジノの利用規約を読みましたが、私の賭け行為で利用規約違反があったかもしれません。

なので、今回のクレームの削除をお願いします。

I understand. I will now close this complaint as per your request. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.