Queen Casino - Player’s struggling to withdraw her substantial winnings.

I won money from this casino 15M thai bath

(500000 us)

but it paid me only 300000 THB(10000us )

casino paid me 2 times 5000us per time

each Time took so long w their reason of problem of withdrawal system

and now Im blocked from website

I cant log in 

it’s suspended

whats wrong 

I feel like this casino cheating

and what can I do now

and all i deposited about 550000 thb (16000 us)

Dear Issara,

Thank you very much for submitting your complaint. Firstly, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. We will contact the casino and ask for their cooperation, but, before we to so, please could you specify if you have accumulated your winnings from a regular play or jackpot? I have checked terms and conditions, and this is what I found:

"QUEEN CASINO reserve the right to restrict payouts to USD5,000.00 per week."

Hopefully, we will be able to help you unblocking your account and receiving the rest of the winnings. Looking forward to hearing from you.

Best regards,

Petronela

Thai staff said I can withdraw 5000 usd/ day

but not over ~83000 usd/ month

150k ฿/day 

2.5M ฿ / month

I still have these words in my line chat

I was playing blackjack with side bet 

I accumulated my win and got many side bets

one game I won side bet 126 times as 100k usd

Today one thing I just known its same owner with happy Luke casino, I found many players complaints Happy Luke about not paid out and warning this casino

I really don’t know what to do

anyway I’m ok with the payout rule of casino

if they pay me the rest 

Thanks very much for your help

Dear Issara,

Is your account still blocked or you can access it now?

Still blocked

Thank you very much Issara for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks so much for your help

Hello Issara.

I've checked your email and casino would like to make a security call with you probably. Please fully cooperate with the casino. In cases like this, time is also relevant. So if they ask you to make a call or give them some documents, make it ASAP. (as soon as possible).

They are probably checking if everything was correct during your gameplay. It's a standard procedure when it comes to significant amounts of money.

Please let me know when you receive another communication from the casino. I strongly recommend you to record the LINE call.

I dont think they want call for security check

They already accused me of fraud reasons

I already reply and ask them the reasons of accusing of fraud  and wait for their reply back 

please help me 

dont let casino treat players like this

thanks so much
 

****

this casino email me 

*****
My name is Mike, I'm from fraud investigation team of Queen Casino.

We found some evidences out by your playing history,

your account has been temporally suspended for some kind of fraud reasons.

We’d like to explain about this issue via LINE call and message.

So please kindly contact us as soon as possible and we can explain about this situation.

Yes, I received this message by email from Petronela.

So you should reply them back very soon (please remember that quick reply is essential) that you are ready for a call. Don't forget to record this call and ask Mike about what's happening. Try to get as much information as you can.

Already done it

i replied  2 emails  to ask the reason 

but no response yet

Forward me please these two emails to matej@casino.guru

Probably they would like to make a call with you. We will see. You already let them know that you are ready so we need to wait on their reaction.

 I stI’ll don’t have any updates from casino

please help

Thanks

I want to ask the casino representatives to bring some light into this case.

Could you please explain what's happened?

We would like to ask the Queen 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

We recommend the player to contact Curacao Licensing Authority.