Queen Casino - Player’s account suspended with pending withdrawal.

Suddenly, my casino account was suspended,

and all communication and chat stopped completely.

I am certain I had $1042 and I should have submitted a withdrawal request for $1002, but it hasn't been withdrawn and I've received no communication about it.

Dear homura,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Queen Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

I will reply.

How long have you been a casino player and when exactly was your account blocked?

→ I don't remember the official block date, but I think it was within the last week.

I played at Queen Casino for about two years.

How did I find out my account was blocked?

What games did you play to build up your current casino balance? (slots, live games, multiplayer)

→ When I tried to log in to the site, a message suddenly appeared saying that login restrictions were in effect, and I was unable to send messages or chat with support. The main game is a live streaming of Japanese pachinko called PokePachi from provider gogoamigo.

Was the current balance achieved with or without an active bonus?

→ Queen Casino has strict wagering requirements for bonuses, so I don't accept any bonuses.

Cash balances are pure real money.

Since my last complaint, the casino's response has gotten worse and worse, but I still put up with it and played the game.

I don't understand the meaning of this response, and it even causes me emotional pain.

Could you please send me the correspondence from the casino? Send any relevant emails, or screenshots to my email at tomas@casino.guru

There is no contact.

I have not received any emails other than promotional emails.

I still can't log in and have not received any response from support.

How did the casino respond to the previous complaint?

I started it in a separate thread and was told that I couldn't get any help.

I was able to make a little contact today.

We are sending you an email.

The reason is unknown, and the withdrawal is also unknown.

I hope for an early resolution.

Thank you for your messages.

First, let me emphasize that complaints material should be in a language format that will enable us to translate the content. Specifically, some of the text you sent is in 'phonetic' Japanese which cannot be translated using conventional translators - namely your email addressed to Curacao Gambling Authority at <complaints@gaminglicences.com> from July 15th, 2023.

Please, in the future, provide us with text/screenshots that are either translated into English or are in Japanese alphabet so it can be translated.

Second, please understand the evidence regarding your previous complaint that we can only consider a gaming history detailing your bets. Unless this is provided and we conclude balance was lost unfairly, we cannot confront the casino regarding this issue. Your current complaint was separately published to address your issue with a blocked account and withheld balance.

Thirdly,

• Could you please provide a screenshot from your account confirming you had an active balance on your casino account or a confirmation your withdrawal request for an amount was accepted?

Send the information to my email tomas@casino.guru

Sorry, I don't have access to your casino account, so I have no way of proving your balance.

Could Casino Guru please confirm this?

Thank you very much, homura, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello homura,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Queen Casino to join the conversation and participate in the resolution of this complaint.

Dear Queen Casino,

Can you please explain what has happened to warrant the blocking of the player's account?

Kind regards,

Adam

Please answer properly and don't run away.

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.

Queen Casino is a casino that doesn't care about ratings.

Please don't let it go unresolved

please

Dear homura,

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 Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

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

Best regards,

Adam