The player from Japan closed his account, but the casino hasn’t returned his balance yet. The complaint was resolved after the player received his refund.
Queen Casino - Player’s asking for a refund.
Amount: $1,000
Queen Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.7
Queen Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
If you close your account according to the casino rules, you will be refunded the funds for your account, but it will not be refunded.
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4 years ago
Dear Kazuya,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you provide more information and details so we can understand fully what happened? What was the reason for closing the account? Did you pass the KYC before closing it?
Also, have you tried talking about your issue with the casino directly? Please, forward any relevant communication between you and the casino to my email address kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
I received a 100% bonus offer, so I deposited $ 1000 on holidays. However, even after waiting for 24 hours, no bonus was offered.
Then, I applied for withdrawal of 1000 dollars, but the withdrawal was refused, saying "If you do not bet 1000 dollars, you cannot withdraw."
When I read the terms of use, I wrote that I would get a refund if I closed my account, so I emailed him that I would close my account.
I closed the account myself because an email from the casino told me that I would set unlimited login restrictions myself.
I then emailed the casino that I had closed my account and asked for a $ 1000 refund, but the casino didn't contact me at all. I haven't heard from the casino for 4 days today.
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4 years ago
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Did you pass the KYC before closing it?
Yes, I have completed all the documents and passed.
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4 years ago
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Even if you contact Queen Casino by email,
There is no reply.
Perhaps Queen Casino is ignoring emails from me.
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4 years ago
Thank you very much, Kazuya for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
I would like to ask Queen Casino to join us and help us resolve the player's issue.
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4 years ago
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Yesterday, Queen Casino contacted me saying "I want to respond by LINE phone".
I returned my LINE ID to Queen Casino.
However, after that, there was no contact from Queen Casino.
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4 years ago
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Today, from the person in charge of Queen Casino
I was contacted by LINE phone and told me that I would refund the funds for my account.
In addition, if you actually get a refund, we will contact you again. Thank you for your cooperation.
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4 years ago
Dear Kazuya,
Did they specify when should you receive your refund? Please inform us if you will receive your money or any news from the casino.
