The player from Italy had his account blocked without further explanation. After a closer examination, we rejected this complaint as unjustified.
Queenspins Casino - Player’s account has been blocked.
Amount: €1
Queenspins Casino
Safety Index:Very highSafety 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.
9.2
Queenspins Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
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3 years ago
Translation
From today I can no longer access the casino without justified reason, all bonuses have been authorized by them and I have always respected their T & Cs.
Automatic translation:
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3 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
Translation
Hi Petronela,
I am not aware that by law the casino has the right to close a remote gambling account simply because one morning he wakes up badly or that customer wins too much or he doesn't like the selfie ID, there must be a justified and serious reason (attempted fraud or serious facts) as several casinos specify in their T & Cs. The fact that the casino writes a decidedly unfair and illegal rule on the contract does not mean that this is legitimate. I am surprised that the Curacao Gaming Commission (GCB) allows such discrimination. Could you kindly give me an email from the GCB where to report this fact? Thank you.
Automatic translation:
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3 years ago
I’m afraid you’re wrong. If there are no funds being held and all the winnings have been paid, casinos can close players’ accounts without stating the exact reason. In other words, gambling establishments are not obligated to accept a player.
Still, if you wish to file an official complaint to the Curacao Gaming Authority here is the email address certria@gaminglicences.com but I have to warn you that the outcome might not be to your liking.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.
