QueenVegas Casino - Player’s struggling to receive his refund.

Initially I signed up to this casino via an affiliate offering a 150% match bonus up to £150. After completing registration (via a landing page showing the offer) I made my £100 deposit and did not receive the bonus. I spoke to support and they informed me I was not eligible for the bonus as I was not linked to the affiliate. Strange considering the sign up journey and also strange that they would not honour the bonus despite me now being an organic player of higher value.

Anyway that their decision.

So now I want to withdraw my funds as I am not keen on spending my money with casino’s that do not honour their offers. Now I am told I have to go through the KYC process, so I send in both documents required. Next day I receive an email saying my account is now verified. I log straight in to my account to make my withdrawal forgetting that my work VPN is on. Now I cannot make a withdrawal because my IP does not match my address. I went on to chat again, explained why this is and then followed it up with an email to support to further explain why I am withdrawing without playing and why my IP does not match my location. 24 hours later and I have not received anything back, despite the CS guy telling me my withdrawal will be handled as a matter of urgency.

I understand there are certain things required by the UKGC as I work in this industry, however I believe these tactics used by QueenVegas are simply stalling tactics. My account is not frozen and they will very happily let me play on the site with my deposit and deposit more, but when it comes to withdrawal there are issues with my account and this cannot be processed.

It is casino’s like this that give the industry a bad name.

Dear David,

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

Please understand, we are left with no other option now just to wait for the casino to complete their additional verification. I will set the timer for 7 days and check back with you at the of next week. I wish I could be of more help but I’m asking you for a little patience for the time being. Thank you for your understanding.

Best regards,

Petronela

Hi Petronela,

This issue has now been resolved. I have had no communication from the casino at all. I just logged in to try and was able to complete the withdrawal. They have not fulfilled my request to close the account, but I finally have my deposit back.

thank you

dave

Thank you very much, David, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear David,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.