ShinQueen Casino - Player faces unusual KYC demands blocking the withdrawal.

I recently registered on this site and played with the initial bonus.

Fortunately, I managed to make about $5600 available for withdrawal, and after going through the KYC process, I made a withdrawal request.

However, in the additional KYC process, I was asked to "please take a photo with a landmark in the background so it is evident that the photo was taken at your last login location."

This was the demand made.

Of course, I had no issues with submitting this document and even asked the support staff about various details such as where I should take the photo. I was then told that my last login location was in a prefecture I am certain I never visited during that period.

I hadn't travelled outside my local prefecture during that time and when I explained this, I was simply asked to take the photo at a place that seemed likely. I took a photo with a nearby station in the background, which I presumed to be the last place I had logged in from, and submitted the document, but it was rejected.

No matter how many times I ask, they will not tell me my last login location. It's quite unreasonable that, despite not travelling outside my prefecture during the relevant period, they expect me to submit a photo of an unknown location and won't approve it unless they are satisfied.

While I am trying to make a withdrawal and have stated that I am willing to travel to the location in question and take a picture, they are instructing me to take a picture of a location outside of my prefecture that they refuse to disclose.

As it stands, I could make numerous attempts to cooperate and take photos, but if the New Queen Casino site simply says "that's not the right place," it would all be over. Furthermore, we've had numerous discussions about this matter, but they adamantly refuse to change their position. As such, there's nothing more I can do from my end.

If they refuse to make the withdrawal, then at the very least I would like to bring down the rating of the other party and hence, I posted here. Even if I were able to withdraw money due to this post, I will never play on this site again.

Dear koukun55,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

We understand that KYC certification is important.

I will try my best as well.

However, the other party's demands are unreasonable and they are forcing us to perform authentication that is unmanageable.

I have sent you an email for details.

Please thoroughly lower your rating here.

Thank you very much, koukun55, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear koukun55,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite ShinQueen Casino representative to join this conversation.

Dear ShinQueen Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello Mirka,

I hope this email finds you well.

Queen Casino holds right to request the player KYC documents to prevent any kinds of risks on our platform.

However, player qckoukun55 is currently under KYC process and we kindly request him to provide the photo of his last login

location.

His withdrawal will be process after we verify his KYC documents.

Best regards,

Queen Casino

New Queen Casino wrote a post, so I will contact you again.

During the period I played at New Queen Casino, I was never outside the prefecture.

We have already explained this to people on live chat.

However, in response to the live chat, I was asked to take a photo near the last login point, and at that time I received an answer that said I was outside the prefecture.

I have no way to authenticate at this point. This is because there is no evidence that it has moved.

They insist that they were detected [outside the prefecture], so I have told them many times that I would like to know the login point so that I can go to that location and take photos.

I have told them that I can go and take pictures even if I have never been before, and I have also taken a picture of the nearest station, which is the last login point I remember, in the background, and I have already submitted the documents. is.

This also tells you about the points of compromise. Why don't you stubbornly tell me the information about the last login point?

I will also tell the casino guru.

I have repeatedly expressed my intention to cooperate with KYC as much as possible.

It is the New Queen Casino that is refusing to accept this step by step.

You may not be able to withdraw this money.

I would like them to be given a fair evaluation so that there are no more victims.

Dear koukun55,

For further clarification, could you please specify, if you were accessing the website from different devices or locations? And were you connected through wi-fi at home, mobile data, or wi-fi in a public place?

Thank you.

Just this smartphone.

As for where, I play in my free time, so I often play outside of my home.

This time I was playing outside too.

I only use this smartphone. I have never used it on public Wi-Fi, at home, or on anyone else's Wi-Fi.

Just playing outside is enough to get them to treat me like this, using that as an unfounded accusation.

Dear koukun55,

If you are able to access your account, can you try to log in at home, and then take a photo and send it to the casino, since it would be your last login location? Would it be an option for you?

I can submit a photo of my home as soon as I'm at home, but does that mean my home is the last place I logged in?

I work in the transportation industry and will be able to return home in about a week.

Dear koukun55,

Could you please clarify, if you have been able to provide the casino with the requested photo?

Thank you.

Dear koukun55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.