ShinQueen Casino - Player reports game malfunction and blocked support.

I want to preface this by saying that I absolutely cannot forgive this site. The behavior of the pachinko on this site is strange, and no matter how many times I hit, it never went beyond two consecutive wins. When I reported this issue to the chat support, they admitted to the malfunction. Despite having spent over 100,000 yen, I have received no refunds, compensation, apologies, or even a single word of apology. When I demanded a refund via chat, they shifted the blame onto the provider and shirked responsibility. In fact, they eventually made it so that I could no longer use the chat. If we let this slide, anything will be allowed to pass. I cannot forgive this, so please do something about it.

Dear 6sbw78q8ms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I just sent you a photo. It would be strange to say that this isn't evidence.

Thank you for your email.

If I understand it correctly, customer support got in touch with the game provider, and one problematic bet was returned to your game.

Do you have any other evidence that would show that the RTP of the game is somehow manipulated? For now, we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Well, the casino has admitted that there was a problem, but there's no evidence or anything, right? I sent you a photo of the exchange. You just need to contact the casino and ask. Are you just a figurehead?

I am sorry but one email from the casino is not enough evidence that the behaviour of the game is somehow rigged or unfair. If you do not have anything else you could provide us with, preferably your entire gaming history in Excel format, I will have to reject your complaint. Thank you for your understanding.

Dear 6sbw78q8ms,

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.