Queen Casino - Player’s winnings confiscated due to alleged bonus terms violation.

I made a $1000 deposit and got a 10% deposit bonus. When I finally increased my balance to $4198, I applied for a withdrawal and it was forfeited in full.

The reason is that they are in violation of the bonus terms and conditions.

I asked many times before playing about the terms and conditions and the precautions taken by the chat support, but I am saddened by this problem.

I know that there is always discretion on the part of the casino.

So, I would like a refund of my $1000 deposit.

casino guru, help.

Dear leon0618,

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. Did the casino specify which rule you breached while the bonus was active?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Details sent to your e-mail address.

Thank you for your cooperation.

Thank you very much, leon0618, for your cooperation. 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 leon0618,

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 provide more information about the bonus abuse of which the player is accused?

Kind regards,

Adam

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 leon0618,

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 how they responded (adam.m@casino.guru).

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

Best regards,

Adam