ShinQueen Casino - Player's winnings confiscated due to alleged terms of use violation.

I used a bonus at the new Queen Casino.

After exhausting the bonus, I played baccarat and blackjack with real money. My deposit of $2000 increased to $6550.7, at which point I requested a withdrawal.

However, it was said that I violated the terms of use and my balance was reduced back to $2000.

It was all with real money and I only played baccarat and blackjack. They insist that I violated the terms and conditions, but they won't even tell me what I did wrong.

I hope that we could somehow arrange a discussion about this issue.

Thank you in advance for your help!

Dear murana58,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move on with this complaint, could you please post the casino's website link here in this thread?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

https://shinqueen.com/

Would this be ok. thank you.

Thank you very much for your reply, murana58. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

kristina.s@casino.guruI have sent related correspondence to this address.

Thank you very much, murana58, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello murana58,

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 breached your terms and conditions? If the information can't be shared publicly, please forward it to me at michal.k@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.

Dear murana58,

I've managed to reach out to the ShinQueen Casino team, and we are discussing your case. Can you please clarify what you mean by "After exhausting the bonus"? Have you managed to fulfill the bonus wagering conditions, or have you canceled the bonus and played only with your real money later?

Another question: Has anyone from your family, household, or friends had an account at ShinQueen Casino?

When you use up your bonus, it means that you bet the bonus you received and it became 0. I made a cash bet after the bonus reached 0.

No other person, including family members, has an account at New Queen Casino.

Dear murana58,

Sorry for the slightly delayed response. I'm still awaiting further details and clarification from the ShinQueen Casino team. You will be informed once there is a development.

Dear murana58,

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.

Dear murana58,

I have reviewed the evidence supporting the casino's decision. Unfortunately, after a thorough examination of all pertinent information and evidence, we are declining this complaint as unjustified. The decision is based on a violation of the casino's terms and conditions, as well as bonus terms and conditions. Specifically, the misuse of multiple accounts created in close succession, unmistakably connected through the same IP, claiming identical bonuses, and engaging in similar gameplay patterns in the same games, indicates an intention to exploit the casino bonuses. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in the email from the casino team that has been sent to you.

Under these circumstances, I will not be able to help you further, and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. 

If you are not satisfied with our decision, you are free to contact the casino licensing authority, which in this case is Gaming Curaçao, at complaints@gaming-curacao.com and submit a complaint to them. Please let me know how they responded at michal.k@casino.guru

I am sorry we were not able to 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. We are here to help.

Best regards,

Michal

Casino Guru