The player from Japan made a deposit of $100 via Coinspaid to a casino in early July. The deposit is not being reflected in his casino account and the player is unable to contact the casino's support team. Since we hadn't received any response from the casino, we were forced to close this complaint as 'unresolved'.
QueenCasino88 - Player's deposit not appearing in his account.
Black points: 100
Amount: $100
QueenCasino88
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.8
QueenCasino88 has a Safety Index of 2.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
1 year ago
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1 year ago
In early July, I made a $100 deposit to this casino via coinspaid.
However, it is not reflected in the casino and I cannot contact support.
The coinspaid is also on the run.
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1 year ago
Dear andandjonnyx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Was it 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
Sensitive attachment
Sensitive attachment
1 year ago
This is my first deposit.
I have not been able to contact the casino.
Attached is an invoice.
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1 year ago
Thanks for your reply.
Could you please send the confirmation with a hash of the transaction for easier verification on the blockchain?
I apologize for the inconvenience.
Please post it here or send it to my email at tomas@casino.guru
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1 year ago
Thank you very much, andandjonnyx, 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.
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1 year ago
Hello andandjonnyx,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite QueenCasino88 to join the conversation and participate in the resolution of this complaint.
Dear QueenCasino88,
Can you please provide an update on the status of the player's deposit?
Thank you.
Kind regards,
Tomas
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1 year 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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1 year ago
Dear andandjonnyx,
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
