The player from Germany has requested a withdrawal two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. After our intervention, the disputed sum has been paid out. The player informed us that the funds were transferred today 16/09/2022. We've closed this case as resolved.
QueenVegas Casino - Player’s withdrawal has been delayed.
Amount: €7,000
QueenVegas Casino
Safety Index:Above averageSafety Index
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6.5
QueenVegas Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Money has been available for payment via bank transfer since 08/26/2022. Support not available neither live chat nor email. It is also not possible to book back because I have a credit limit which automatically allows the money to be paid out over 1000 euros. Other payouts have worked without any problems within the last 2 weeks.
Automatic translation:
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2 years ago
Dear delvecio,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Have you completed the KYC account verification successfully and were your winnings accumulated with or without an active bonus, please?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hello, no this is not the first payout I've been playing at this casino for a while. No bonus funds were used. I have already paid out part of the profit. The total profit was 8000 euros, 7000 of which were automatically paid out because I have a 1000 euro credit limit. The remaining funds (€1000) I paid out normally via credit card and were in my account within 6 hours. As I said, the support does not answer any inquiries on my part. All means of payment have been verified. I have already paid out money via the automatic payment that took 8 days.
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2 years ago
Thank you very much, delvecio, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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2 years ago
Hello delvecio
I'm Michal and I have taken over your complaint. I have reviewed your case and would like to clarify the disputed sum. You wrote that your winnings were €8000, you have reived €7000 already before and the remaining €1000 has been received via credit card and was in your account within 6 hours, so did you receive all of your winnings?
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2 years ago
Translation
No, the total profit was €8,000, of which €7,000 was automatically paid out. These are still unprocessed for payment. I paid out the remaining 1000 euros manually via credit card.... this was also transferred to my account.
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2 years ago
Thank you for the fast reply delvecio. So the disputed €7000 which was set for an automatic payout is still pending since 08/26/2022 right?
I will contact the casino to see if I can help.
We would like to invite QueenVegas Casino to join the conversation.
Dear QueenVegas Casino,
Can you please provide some information regarding the player's long withdrawal?
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2 years ago
Translation
The money was transferred today, thanks for the help 🙂
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2 years ago
Great news, delvecio. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
