The player from Japan had claimed to have met the withdrawal requirements after receiving a deposit bonus but was accused of violating the terms and committing fraud. As a result, he couldn't withdraw his winnings and his balance had been confiscated. His account had been verified on March 18th and no one else in his household used the account. Despite our efforts to resolve the issue, the casino did not respond to our inquiries. We had marked the complaint as 'unresolved' which might have negatively affected the casino's rating. We had advised the player to contact the Gaming Curacao Authority for further assistance.
Queen Casino - Player's winnings have been confiscated.
Black points: 68
Amount: $580
Queen Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
7 months ago
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7 months ago
Translation
I received a deposit bonus of $100 and, after meeting the withdrawal requirements, my balance increased to $580. However, when I tried to withdraw, I was told that I violated the terms and could not withdraw.
Moreover, I was deemed fraudulent and my cash balance was confiscated.
Automatic translation:
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7 months ago
Hello tetsda,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Queen Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Do you or anybody else from your household own an account there? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Account verification is March 18th
No one in the family uses it
The last email is March 19th!
Automatic translation:
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7 months ago
Thank you tetsda for all the details provided so far. As we will need more information from the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello there,
Thank you tetsda for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Queen Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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7 months ago
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.
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7 months ago
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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
