QueenVegas Casino DK - Player’s winnings haven’t been received yet.

To whom it may concern,

Over the years, I have played at several casinos and, for the most part, everything has been fine. Back in December 2022, I stumbled upon queenvegas and have been playing on their site ever since - during which time I've consistently lost my deposits. In fact, I've never won anything there.

That is until a week ago when I finally won 14,000kr, which after a very lengthy process, was approved for withdrawal.

The withdrawal was made via Trustly directly to my bank account.

With other casinos, it usually takes 1 to a maximum of 2 days with Trustly.

Now, after 5 days, I still haven't received anything and Queenvegas is more or less unresponsive. When they do respond, their answers are unclear and non-helpful - they seem to avoid giving a straight answer.

I have sent them several emails with account statements, showing that I HAVE NOT received the funds. I've also attached these for you at Casino Guru.

But they do not react at all.

Would you kindly help me with the matter - I have this nagging feeling that they are trying to cheat me and they've never actually sent the funds to my account.

Best regards

Nader

Dear Nader1982,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello again,

Thank you for your message.

Yes, everything is approved and according to the casino, the money was sent on 8 August 2023 via Trustly to my bank account.

It's perfectly fine, I'll wait 14 days from the above date and return.

Thanks in advance

With best regards

Nader A***

To whom it May concern,

After I have sent a formal complaint to the Danish gaming authorities where queenvegas has a local license - they have paid out my winnings.

I have since closed my account with them permanently. I will never advise others to play at queenvegas!

Thank you for taking the time to look into my case.

With best regards

Nader

Dear Nader1982,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru