ShinQueen Casino - Player's winnings confiscated due to alleged bonus misuse.

I made a withdrawal request from the Sync Queen Casino, but my request was denied and all of my cash was confiscated.

The management side's reason for this was that I had used bonus cash for a $6.25 bonus buy, which is a violation of the rules, and they said that the decision to confiscate was on their side. However, there was no way for me to check my bonus cash in the slot screen, and sometimes the display did not show up when I went to check on the bonus cash due to a lag. Doesn't it seem unreasonable that they would confiscate all of my cash even though there was an error on the side of the management?

Dear yoppy48,

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. 

• Has the casino justified their decision citing any particular rule of terms and conditions or bonus terms and conditions?
• Could you please specify which bonus you activated and played?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Could you please share screenshots demonstrating the situation you are describing?

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

・It is justified. The reason is that even though there is a settlement, the amount of fraudulent use should be confiscated.

・This is a no deposit bonus.

The chat contents are as follows:

Our position regarding the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history for review. My email address is tomas@casino.guru You can usually request game history with bet amounts recorded from casino support.

I'll await your reply.

It is said that you are aware that this credit is being used and that you are using the bonus while playing, and even if it is being used, you have no right to confiscate the entire amount.

Without looking at the entire gaming history when the bonus was in play, we can't argue in your favor against the casino. Kindly request the gaming history from the casino in .csv format or similar so we can review it. I apologize for the inconvenience.

They won't send me my game history.

Thank you very much, yoppy48, for providing the necessary information. 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 yoppy48,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just so you know, it is a standard restriction that bonus buy features in games are not allowed when playing with an active bonus. This is an industry-standard in most casinos, however, 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 including the player's gameplay log to check for any potential violations.

Hello Michal,

We have replied to your email.

Please kindly check and reply if you need any further information🙂

Thank you!

Thank you for all the information in your email and the provided evidence, Queen Casino team.

Dear yoppy48,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions — using a bonus amount exceeding the limit to make a bonus buy, as has been communicated to you via email by the casino team.

Additionally, you have not yet made a real money deposit and engaged in real money play. You only claimed multiple bonuses and played with bonus funds only, so it is expected that you familiarized yourself with the bonus T&Cs.

I'm 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