QueenCasino88 - Player’s deposit is not reflected in casino account.

Hi,

I deposit 125€ via crypto and it is accepted by coinspaid (i can send screenshot and blockchain url). But i cannot see any money in my casino account. I noticed now that this and their sister casinos has all kind of problems. Their support email does not work and there is no one on live chat. Hopefully curacao license is valid? Can you help me in some how and maybe should warn other players too...

Dear kaijoke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Was this your first deposit in this casino? Please could you forward the payment receipt and any relevant communication to tomas@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Thanks for your reply, kaijoke.

Did the casino respond to you since your initial attempts to contact them? Has the amount been credited to your casino account since your last message?

No. I havent got any answer anything and no money. I already made complaint also to Curaçao eGaming ("CEG"). They havent answered too either. Please check if you gan get some answer/info.

Thank you very much, kaijoke, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi kaijoke,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask QueenCasino88 to join this conversation and share more information regarding the case.

Can you please provide an update on the status of the player's deposit?

Thank you.

Best regards,

Tomas

In the meantime, kaijoke, if you have already filed a complaint with Curaçao eGaming, please note it is a rather passive licensing authority, and you can wait weeks or even months for an answer.

However, please let us know if you receive any response from them.

Thank you.

Kind regards,

Tomas

Do you know contact email to bpm services (owner)? I think this is only way to get answer. It seems casino close their doors. Hopefully i get my deposit still back and we have to warn other players!

Dear kaijoke,

If there is no progress until the timer runs out, we will give you contact to the Authority that regulates the casino.

Kind regards,

Tomas

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.

They do not answer. Casino should be blacklisted right away. My only hope to get my money back if some knows owners email/contact. Maybe they are not dishonest. They just closing the casinos and forget to close the doors.

Dear kaijoke,

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 Curaçao eGaming authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=queencasino88.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 (tomas.k@casino.guru).

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

Best regards,

Tomas

We’ve reopened this complaint at the request of kaijoke. We would like to allow this case one more chance to be resolved.

Hi,

I got finally my deposit, 125€ back. So the miracle happened. Writing to "player-support@curacao-egaming.com" helped, but it took about six months when this resolved!

Queencasino88 said:

"Website is not operational, you can't use deposit funds to play, we can refund your deposit back to your wallet address"

But in some reason the website is open still and there is no maintenance info or similar warning. So this is still unbelievable activity.

Dear kaijoke,

Based on the evidence provided, it appears that the regulator has ruled in your favor. We also acknowledge that without their intervention, this result would not have been possible. Although you have been compensated, we have not received any response from the casino regarding the matter. Therefore, we have no choice but to consider this complaint unresolved, which may serve as a warning to other players.

Thank you for your cooperation.

Best regards,

Tomas

Casino.Guru