Queen Casino - Pelaajan kotiutus viivästyy tiliongelmien vuoksi.

They refused to withdraw money without even listening to my request because I have multiple accounts. This is the 4th or 5th time, and I want them to stop.

複数アカウントを所持していると言う理由でこちらの内容も聞かずに一方的に出金を拒否されました。　これで4,5回目ですが、いい加減にして欲しいです。

Dear odlbo331,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you made any successful withdrawals from this casino before?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

[Q1] Is it possible that your family or someone using the same IP address has created an account at this casino?

[A1] Yes. The house I live in now has a Wi-Fi environment, and I can use the same internet connection to play at the same casino.

I play with my friends, each with their own account. Games are more fun when played together, and you can share more sympathy with them.

[Q2] Could you please let me know if you have passed KYC authentication?

[A2] Everyone's account has been KYC verified.

[Q3] Have you ever successfully withdrawn money from this casino?

[A3] All of our members have successfully made withdrawals from their accounts many times.

【Q4】Have you accumulated winnings with or without an active bonus?

[A4] I'm not sure if I accumulated any winnings. I don't think I did.

【Q1】あなたの家族や同じ IP アドレスを使用している誰かがこのカジノにアカウントを作成している可能性はありますか?

【A1】あります。　私が今住んでいる家は無線LANが使える環境でその中で同じインターネットを利用して同カジノでいつも

友人達と皆が自分自身のアカウントで遊戯したりします。やはりゲームはみんなで遊ぶ方か、より共感なども得るので楽しい為です。

【Q2】KYC 認証に合格したかどうかを教えてください。

【A2】全員各自アカウントKYC認証済みです。

【Q3】これまでにこのカジノから出金に成功したことはありますか?

【A3】全員各自アカウントみな出金に成功した事は何度もございます。

【Q4】有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

【A4】 賞金を蓄積したかはよくわかりません。したつもりはありませんが。

Have you and the other people from your household played the same games at this casino?

Have you or your friends used the same device (such as a shared computer or mobile phone) to access your respective casino accounts?

Did each of you use your own individual payment methods to make deposits into the casino?

[Q1] Have you and others in your family played the same games at this casino?

[A1] Yes. We sometimes play the same games.

[Q2] Have you or your friends ever used the same device (such as a shared computer or mobile phone) to access your respective casino accounts?

[A2] Yes. Sometimes the loading stops when I use my mobile phone's Wi-Fi, so in those cases I log in on a computer with a wired LAN connection and play.

[Q3] Did you each use your own payment method when depositing into the casino?

[A3] We all use the same deposit method. We deposit money using an app called Change Now.

When transferring from a domestic exchange to a private wallet, I purchase POL (MATIC), which has the lowest fees, and then swap it on change Now to deposit it into the casino.

Since Queen Casino does not handle POL (MATIC), deposits are made by swapping POL for USDT, DAI, etc.

I do the same when withdrawing money.

【Q1】あなたとあなたの家族の他の人たちは、このカジノで同じゲームをプレイしたことがありますか?

【A1】はい。同じゲームをする時もあります。

【Q2】あなたやあなたの友人は、同じデバイス（共有のコンピューターや携帯電話など）を使用して、それぞれのカジノ アカウントにアクセスしたことがありますか?

【A2】 あります。携帯電話でのWI-FIで読み込みがたまに止まる事がある為、その時は有線LANでのパソコンでログインして遊んだりすることもあります。

【Q3】皆さんはカジノに入金する際に、それぞれ独自の支払い方法を使用しましたか?

【A3】みな同じ入金方法を利用しています。　change Now と言うアプリを利用して入金しています。

国内取引所からプライベートウォレットに移す際に1番手数料の安い POL（MATIC）を購入して、それをchange Now にてスワップしてカジノヘ入金しています。

Queen casinoではPOL（MATIC）を取り扱っていない為,POL➡︎USDT や　DAI などにスワップして入金しています。

出金する際も同じようにしています。

Dear odlbo331,

Thank you for providing the additional information and for your cooperation throughout the complaint process.

After carefully reviewing all the details you shared, including your admission that multiple people were accessing different casino accounts from the same household, using the same internet connection, sometimes even the same device, and all using the same deposit method, we must conclude that the casino had valid grounds to link these accounts together.

Unfortunately, based on the evidence, it is not possible to prove that these accounts belonged to entirely separate individuals and were not simply controlled by a single person. This kind of setup poses a high risk of bonus abuse or manipulation, which most casinos explicitly prohibit in their terms and conditions.

Due to this, we must respectfully reject your complaint. While we understand your point of view, we also recognize the casino's responsibility to protect itself against potential misuse and maintain the integrity of its platform.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team