ShinQueen Casino - Player faces issues in KYC procedure.

Hi everyone.

Won some money here and was asked to go through KYC for withdrawal. But the casino site is not working properly and it is impossible to upload the documents. Asked the casino if I can send them the documents via chat or email, they refused. 

Please help me to pass verification and withdraw my winnings.

Dear roku,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ShinQueen Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do understand correctly that when attempting to access the verification page, you are prompted to verify your phone number?
• Have you tried the process using a different device, such as a smartphone to complete the process?

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

Best regards,

Tomas

Yes when I try to upload my documents to their site, I get a notification that leads to a profile page. I was asked to verify my phone number, but they never sent an sms and later said "phone number registration and authentication are not available at this time."

So I'm stuck here as I can't verify my phone number and later upload my documents.

Tried different browsers/devices - still the same error.

Thank you very much, roku, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi roku,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply. In the meantime, could you specify if you are located in Russia and used your Russian phone number? According to the information we have now, the casino is supposed to accept players from Japan, but we'll check it.

Dear ShinQueen Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello.

Yeah, I'm in Russia right now. As far as I understand restricted countries are the United States, France, Australia, the Netherlands (including the Dutch West Indies), and Curacao. https://shinqueen.com/static/termsAndConditions

Hello,

Thank you for the invitation.

As per checking our logs, we have sent to q**** entered phone number which start with +70 and +7 country code numbers on 23rd of January and 24th of January in total of 9 times already.

Since we kindly ask all the players to complete phone verification for the security reason please proceed phone verification again.

If you are still not able to receive code on your SMS please contact us again.

Thank you

Thank you for the response, ShinQueen Casino.

Dear roku, are you now able to request phone verification in your account? Can you please take a screenshot and post it here? You mentioned it a week ago, that you had an error trying to verify your phone number.

Let us know if the problem continues, we'll ask the casino representative for some alternative ways to deal with the issue.

Hello.

I don't know why this casino has a country code +70 for Russia. But since both Russia and Kazakhstan have the same country code +7, I tried to verify my number as Kazakhstani, but still didn't receive any sms from the casino.

Is it really necessary to verify my phone number? Why can't you just verify my documents that I can email to you at any time? 

I have played at many casinos and they all accepted emailed documents.

Regards.

Thank you, roku, I understand what you're referring to. When opening the registration form, the system offers an incorrect phone code for Russia immediately, so I believe it's the same in your account:

Dear ShinQueen Casino, I'd like to draw your attention to this as well - you offer +70 code for Russia when the correct one should be +7.

Is it possible to manually send the SMS with the verification code to the player?

Hello Guru,

We have investigated this case and there is no conclusion yet.

As per checking player's account qcdior has applied for SMS verification twice, which are numbers starting with +70 and +7 on 1st of February and our status shows we successfully sent SMS codes.

However, we are not able to send SMS verification manually since this verification code is sent from the provider.

We raise the investigation ticket to provider to check the case now, so we kindly ask player to wait until provider finish the investigation.

Meanwhile, we also kindly ask player to reach out to the mobile carriers to check the settings.

Best regards,

Queen Casino

Meanwhile, we also kindly ask player to reach out to the mobile carriers to check the settings.

My mobile works fine. I also tried to verify phone numbers from three other countries: Kazakhstan/Kyrgyzstan/Belarus, but I never received an SMS with a verification code. 

Anyways, I can't understand why you can't just verify my account with my documents, which I will gladly email to you.

Dear ShinQueen Casino, have there been any updates?

Hello

Please be informed we have received response from provider.

As per provider they have send SMS verification code successfully and we have tried to reach you out for verification with phone number start with +7, but nobody is picking up the phone.

We have manually set your number which start with +996.

Now you should be able to upload KYC process from your side.

Great, I was finally able to upload my documents. I uploaded a passport photo and a bank statement for address verification. I hope you will review them soon.

Thank you for the updates, everyone.

Dear roku, let us know if your documents will be verified soon. It may take some time though I hope it won't be necessary to wait for too long.

Finally verified my account. I hope they will process my withdrawal soon.

Hi roku, thank you for the screenshots. That's good news.

Keep us informed about your withdrawal, I'll keep the complaint open until you confirm it is successful.

Unfortunately, no surprise here. They asked me to take selfie and after they approved it, this casino just confiscated my winnings ~950 usd. Approximate translation from Japanese as they refused to provide the reason in English 

"Your account has been verified and you have been found to be playing inappropriately in violation of our Terms and Conditions.

Improper activities include: system betting, odds or spread advantage, group betting, goal hunters, bug hunters, market fluctuation betting, group manipulation, fixed game betting, multiple accounts under the same IP, video This includes attempts to take advantage of the slots system to gain unauthorized profits.

Therefore, we will cancel your withdrawal request, deduct the funds that were fraudulently obtained and return the deposited funds to your account"

Not sure how casino.guru should handle this complaint as it is related to sports betting. Anyway, thanks for your help.

Thank you, roku, for the updates.

I'd like to ask the casino to explain the reason for confiscating the winnings of the player. Is this solely a sports betting issue? I can see on the screenshot that the "video slot system" is also mentioned.

Yes I only bet on sports here. 

The casino refuses to withdraw my deposit until I wager it again. But if I win, they will cancel my winnings again. Seems like the only thing i can do at this casino is lose money.

To everyone reading this complaint - please avoid this casino like the plague

Hello Casino Guru,

We have checked with GP. Since I would like to send you the screenshot between our conversation can you please provide your email address? so we can send the image on your email.

Best regards,

Queen Casino

Please, feel free to send it to natalia.b@casino.guru

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.

We have sent the email. Please kindly check.

Thank you

Dear roku,

I have received some communication between the casino and the betting provider. Since your complaint has been purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. As you noticed before too, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the evidence, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Regards,

Natalia