QueenVegas Casino - Player’s bonus winnings have been voided.

On Saturday, September 08, I played a bonus that they sent me in this casino, I make my complaint after 5 days since they notified me that they would not pay me and they kept all my winnings. As I always read the terms of agreement of the bonuses, this casino unfortunately has a scam type system for its bonuses which does not adjust the maximum bet since it tries to make the user make a mistake so that it exceeds the limit that they estimate, for which I had I had to play very carefully without going over this limit to win and I did, I managed to win the maximum jackpot in the Dork Units game, as attached in the photo 10,000,000 CLP, that is, 10,000 times my bet of 1,000, the maximum bet that I can do according to the bonus is 5,000. After this I continued playing in the casino never passing the 5,000 bet to avoid problems and completed the bonus wager which was 3,000, so I decided to withdraw money 3,000,000 clp which was what I was allowed.

After several days, as shown in the image, they inform me that the money will be returned to my account (which is false) everything disappeared from my account, they left me 300,000 clp, I don't know why, 9,200,000 of what I had.

I need help with that, I've been playing in this company's casinos for months, always investing in their bonuses, getting paid occasionally and the first time I win something and they scam me?

What can I do? Where can I sue them apart from this place?

In the support chat they tell me that 759 which is completely false, in fact I always play spins of 50 spins if I had exceeded the limit I would have noticed.

please help me get my legally earned money.

Dear ClessCL,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP, 500 INR) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)"

Do I understand correctly that the maximum bet allowed in your currency would be 5,000 CLP?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I sent you an email, thank you very much for the help.

Thank you very much, ClessCL, for the forwarded screenshots. Could you please advise how much was your deposit and the rewarded bonus amount?

thank you Petronela, my deposit was 100,000 clp and my earnings after fulfilling the bonus and stop playing were 9.500.750 clp

Your deposit was 100,000 CLP. How much was the rewarded bonus, please? Was it a 100% match?

Yes. 100% of 100,000 clp

Thank you

Hello

Please, can you help me with this, or tell me where else I can get help, I tried to communicate with the license of this casino but they do not respond, in the end I think that all this about casinos is a big scam from their licenses.

Thank you, ClessCL, for the clarification. Have you succeeded in requesting your full game history from the casino, please?

I requested it with no luck, I asked them to send me those supposed 759 drafts where I breached the terms of the

bonus but they didn't. What else can I do? How do I sue them with the licensing entity? They don't respond either

Hello, has the casino responded? They refuse to give me the report of the 759 spins, they say that I can generate them (I can't find them since they don't exist) on their platform I can only download screenshots of the spins as I already sent you by email. I enclose the response from the support that he gives me when I request the report by email.

Hello Petronella

does queenvegas answer this ? Any chance of help from Guru

many thanks for your time

Dear ClessCL,

Have you tried accessing your game history following the casino's instructions?

Hello

Is it really that it took you a week to ask me something that I had already answered? From that option I sent you the game history, I sent it to you Petronela by mail the first day. The options are as limited as what I send you, I took all the screenshots there

Can the claim be made to the casino or not? to seek help elsewhere?

I have known this site thanks to you as well as other casinos that you promote with a perfect reputation and they are not.

Gracias

Thank you, ClessCL, for your reply. I do apologize if I ask the same question that you answered already. However, I would like you to consider that we ask questions to fully understand the issue. We were not there to experience the problem and we rely on your answers to comprehend it thoroughly. Additionally, the language barrier plays a role as well, and therefore, if you feel that we make it difficult for you, it is not intentional.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

What happened to my case?

Hello, ClessCL,

I am sorry to hear about your unpleasant experience, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. However, I cannot see anywhere in the provided screenshots that the maximum allowed bet with an active bonus was 5000CLP. If I overlooked anything, feel free to correct me.

Now I would like to invite QueenVegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear QueenVegas Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why were the player's winnings voided? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, thank you very much for the answer

here is the detail of the promotion

Hello,

Thank you for the screenshot. I already saw it, but it was not clear in what currency are these conditions stated. In the meantime, I also checked it myself.

So, let's wait for the casino's reply and explanation.

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.

Dear ClessCL,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority that regulates the casino and submit a complaint directly to the regulator. It should be possible to see a regulator's validator or logo at the bottom of the casino's website. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru