HomeComplaintsShinQueen Casino - Disputed account operation by player.

ShinQueen Casino - Disputed account operation by player.

Amount: $300

ShinQueen Casino
Safety Index:Below average
Submitted: 21 May 2024 | Case closed : 28 May 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

5 months ago

The player from Japan had received a $30 bonus for her birthday but while wagering, the balance had suddenly dropped to 0. The casino insisted that the player had canceled the transaction, but the player admitted to the possibility of accidentally doing so. After investigating, we confirmed that the player had canceled the bonus herself, with the casino system having had a confirmation pop-up message in place for such actions. Given that it was an industry standard that a canceled bonus could not be reinstated, we concluded that the complaint was unjustified and closed it, having advised the player to be more careful in the future.

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6 months ago
Translation

I received a $30 birthday bonus.

The wagering requirement for withdrawal was 30 times, and I was winning in my plays

with only about $300 and a little more needed for the rest of the required play,

my balance had also increased to around $300.


However, it suddenly dropped to 0. When I checked, I was told that

I had cancelled it through my own operation.


I didn't cancel anything at all, and even if there was an operation error,

I told them that I had no intention of canceling, but they never listened

to me and kept insisting that a cancellation has been processed.

Automatic translation:
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6 months ago

Dear Mona0518,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you see the birthday bonus in your bonus history?

Could you kindly send me any communication between you and customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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6 months ago
Translation

I sent the photo via email

Automatic translation:
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6 months ago

Thank you for the email.

When you look at the bonus, you can see the following:

file

Is there any chance you canceled your bonus by mistake? Have you seen any pop-up warning when you clicked on canceling the bonus?

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6 months ago
Translation

I think there is a possibility that I pressed it by mistake, but I didn't press cancel on purpose, so I don't think there was any warning.

Automatic translation:
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6 months ago

Thank you very much, Mona0518, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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6 months ago
Translation

Thank you

Automatic translation:
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5 months ago

Hello Mona0518,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite ShinQueen Casino to join the conversation.


Dear ShinQueen Casino,

Can you please provide more information on how the player supposedly canceled the bonus? Is there a confirmation message displayed to players if they really want to cancel the bonus to avoid any "misclick" or "mistap" ?

Edited by a Casino Guru admin
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5 months ago
Translation

Thank you very much.

We are waiting for a response from the casino.

Automatic translation:
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5 months ago

Hello,Michal,


michal.k@casino.guru


We have sent an email to the above email address.

Please check.


Best regards,

Queen Casino

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5 months ago

Dear ShinQueen Casino team,

Thank you for your email with an explanation and evidence.


Dear Mona0518,

After gathering all the necessary information and evidence, it was established that you had canceled the bonus on your own initiative. The casino system has a confirmation pop-up message in place for confirming the cancellation of the bonus, and this was confirmed by you as well, so we cannot talk about unintentional bonus cancellation. The casino team has tried to explain this to you already, but it seems you didn't want to understand that the error was most likely on your side.

Unfortunately, it is quite an industry standard that once a bonus is canceled, it cannot be reinstated. With all this being said, I'm forced to close your complaint as unjustified, as I cannot see any wrongdoing from the casino team. I can only advise you to be more careful and also read the bonus T&Cs before you claim any bonus.

I am sorry we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.


Best regards,

Michal

Casino Guru




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