The player from the United Kingdom is facing issues with withdrawing his winnings at Queen Win Casino, where his withdrawal request is denied despite being initially told he could withdraw. He reports that the casino requests documents, but later admits it was their mistake.
Queenwin Casino - Player is facing a delayed withdrawal request.
Opened
Current status
Waiting for Casino Guru to reply
4d 23h 40m 38s
Queenwin Casino
Safety Index:LowCase summary
Discussion
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3 days ago
Queen win casino is refusing to pay out my winnings. I was told they need documents. Only to then be told by Grace via chat that it's there mistake and that I'm able to withdraw. Only for my withdrawal to be rejected. I've sent you evidence of this.
Kind regards.
K Choudhury
Public
Public
2 days ago
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.
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Stay safe.
Public
Public
2 days ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please list which documents you submitted to the casino during the verification process?
- Have you accumulated your winnings with the help of a bonus?
- Which payment method have you opted for when requesting a payout? Is it still possible for you to make new payout requests?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
