Queen Casino - Player's funds have been confiscated.

At the new Queen Casino,

I was playing pachinko at a place called Heat Pachi.

I found an empty machine, so I sat down

and started playing. From the beginning, I hit a jackpot and my funds increased.

However, those funds were confiscated.

The reason given was that it was not a jackpot that I had secured myself.

What's strange here is:

Why was the machine available as an empty slot?

If confiscation is due to Heat Pachi's mistake, shouldn't it be their responsibility rather than taking funds?

This was an unjust confiscation,

and even when I reached out to Queen Casino, the chat was restricted. They just said it was on Heat Pachi's request and refused to listen to my explanation or take any action.

This confiscation was unjust, so please lend a hand.

Dear taarroo,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you had at Queen Casino, especially regarding the confiscation of your funds after playing the pachinko game.

To assist you better and help us investigate this issue further, could you please provide some additional details:

• Could you clarify whether Queen Casino or Heat Pachi provided any written explanation or formal communication regarding the confiscation of your funds?
• Did the casino or Heat Pachi mention any specific rules or terms that were allegedly violated in relation to the jackpot you won?
• Could you provide any chat transcripts, emails, or other communications between you and Queen Casino about this issue?
• Have you encountered any similar issues at Queen Casino or with Heat Pachi before, or is this the first time something like this has happened?

Your cooperation is crucial for us to proceed with your case and work toward a fair resolution. Without further details and input, we may not be able to move forward with your complaint.

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Could you please clarify whether Queen Casino or Heatpachi provided any written explanation or formal communication regarding the confiscation of your funds?

>>>

There is no formal explanation or document.

When I logged in the morning, my funds were gone, so I contacted support and discovered the issue. I was unable to get in touch with anyone at Netpachi, and Queen Casino only said that they had confiscated my funds because they had been requested to do so by Netpachi.

Did the casino or Heat Pachi mention any specific rules or conditions that you allegedly violated in connection with the jackpot you won?

>>>

It's not a jackpot but a big bonus, a big win.

It is alleged that there was a violation

There were no terms and conditions regarding this.

I also checked the terms and conditions of Queen Casino, but there was nothing about this issue.

And because I can't get in touch with anyone involved with hot pachinko

It has been unilaterally confiscated.

Can you provide any chat records, emails, or other communications between you and Queen Casino regarding this issue?

Have you had similar issues with Queen Casino or Heat Pachi before, or is this the first time?

>>>

You can make your chat history public

They are saying something that makes no sense, that the winnings were confiscated because they were not something the player should have earned.

I have never had a similar problem

There doesn't seem to be any cases with other players.

No prior explanation or terms of use

It was just unilaterally confiscated.

I am being treated unfairly

I contacted Queen Casino again.

The answer was one-sided, my opinion was not heard at all, and the chat was restricted.

I can't forgive this, please do something

Also, if it drags on, it will be disadvantageous to us, so it would be helpful if you could respond as soon as possible.

Thank you very much, taarroo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Queen Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello taarroo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Queen Casino to join the conversation.

Dear Queen Casino,

Can you please provide more information on why the player was supposedly not eligible for the winnings?

I sat at a machine that had been left vacant after maintenance, but that machine had already hit the jackpot.

But after maintenance

It was the staff who didn't check if the jackpot was won.

Also, I couldn't find any rules anywhere stating that if you don't win the jackpot, your winnings will be confiscated.

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.

Dear taarroo,

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 Tobique Gaming Commission (TGC) Authority and submit a complaint to them. The license validator page also includes a form for the submission of complaints to the regulator.

However, it is clearly stated that players should only contact the commission if they believe that a casino is in breach of the terms of its license. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru