ShinQueen Casino - Player's winnings confiscated with unclear explanation.

Context:

The following points ① to ⑥ depict how I deposited and played at JAPAOTT. After withdrawing my winnings, they were confiscated.

The casino's responses to my inquiries about the cause of this action have failed to convince me.

Regarding the received email, I don't believe I violated any rules.

Even after confiscation, I played again, and requested another withdrawal, but no further confiscations or refusals have happened so far.

If I could get a refund, that would be appreciated...

To play with peace of mind, I would appreciate it if you clarified the reason for confiscation.

①DATE:04.03.2024 18:02

Deposit: $498.80

ID:A22240304170249980AQND

②Played at JAPAROT (from home PC)

③DATE:05.03.2024 12:17 (operating from mobile device)

Withdrawal: $2759.40

ID:QCX2403051117X0X20001

④-1

Request for re-sending driver's license with selfie for additional KYC

④-2

Receipt of KYC confirmation email

④-3

DATE:06.03.2024 01:15

Refusal of withdrawals

ID:QCX2403051117X0X20001

⑤DATE:06.03.2024 11:06

Repaid deposit amount

ID:QCX2403061006X0100008

Reply Email Content:

Thank you for always using Queen Casino.

​

In response to your query about the withdrawal: After painstaking investigations by our risk management department, we found fraudulent practices against our policy in your gaming activity. Hence we regretfully had to proceed with the confiscation in accordance with our regulations. The decision is final.

Apologies for any inconvenience caused, but please note that the information provided in this email is the final correspondence.

Also, please note that we do not disclose details about our audits.

=====================================================================

Dear User,

Thank you for your patronage at Queen Casino.

All details about the withdrawal and any violations have been communicated fully and finally in the previous email.

The games provided by Queen Casino are for entertainment purposes. Creating multiple accounts, sharing an account between multiple people, exploiting system bugs to acquire winnings, unlawfully receiving or abusing bonuses, any improper use of bonuses, etc., are violations of our terms of service.

Queen Casino strives to provide a fair gambling experience, and appropriate action will be taken upon identifying any violation.

We thank all our players and encourage you to gamble fairly and responsibly for entertainment purposes.

Please read our terms of service once again.

https://shinqueen.com/en/static/termsAndConditions

Thank you for your understanding and cooperation.

Hello ikamaru,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ShinQueen Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Does anybody else from your household owns an account in this casino or have access to your devices from which others can play in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Authenticated: YES

Certification date: 2024/01 (Account migration from old Queen)

Did you save your winnings with real money or use a bonus?: Real money

Who else in your household owns an account at this casino: NO

Or does anyone else have access to your device so they can play at the casino?: NO

When was the last time you spoke to the casino?: 2024/03/10

There is a description of the game play survey at the time of withdrawal.

This time, I just played slots at JAPAROT.

I logged in on my phone and checked my balance.

We do not use multiple accounts.

Additionally, we have not committed any fraudulent bonus payments.

I am not satisfied with this matter.

What kind of rules would that be in violation of?

Thank you for your reply.

No matter how many times I think about it

I can't find any reason for the violation and am not satisfied with it.

Can you tell me which of the rules this violates?

Does it have anything to do with K8's account?

Is it not possible to do another inspection?

Dear user

Thank you for using Queen Casino.

Regarding withdrawals, violations, etc., all information was sent via email in advance, and this was the final information.

The games offered by Queen Casino to players are for entertainment purposes only, and are not intended to minimize the risk of loss and maximize profits, creating multiple accounts, sharing accounts, or exploiting bugs in the system. Acts of collecting winnings, fraudulent acceptance or abuse of bonuses, fraudulent use of bonuses, etc. are acts that violate the Terms of Use.

Queen Casino strives to provide a fair gambling experience and will take action when these violations are discovered.

We encourage all players to enjoy gambling for recreational purposes in a fair and appropriate manner.

Also, please take a moment to read our website terms of use.

https://shinqueen.com/ja/static/termsAndConditions

I kindly thank you.

Queen Casino is committed to meeting the needs of our customers in order to provide better service.

If you have any questions or requests, please feel free to contact our Japanese customer support at any time.

queen casino team

Hello ikamaru and thank you for all the information provided. As we we need more details regarding which bonus terms were abused, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ikamaru,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear ShinQueen Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear ikamaru,

I am already in contact with the casino representative regarding the matter outside of the thread, and I am currently waiting for additional details/evidence that I requested from them - resetting the timer for the casino.

I will inform you once I have any news or updates, or maybe the casino could respond directly here.

Thank you for your patience and understanding.

I don't know if this is related to this case, but

I was also playing on my PC at home and trying to operate it from my mobile phone, so I'm writing this down.

When I looked at other people's inquiries, it seemed like there was a check mark related to the IP address.

On Japanese mobile phones, it is not possible to determine a location from an IP address.

(Even if your current location is Kobe, it will point to Tokyo, Fukuoka, etc. See attachment below)

There may be a check process based on your IP address when withdrawing funds.

You will likely receive warnings for colluding with others or using multiple accounts.

Perhaps the consistency between this Japanese mobile information system and Queen Casino's check process is

It seems that quite a few people who were playing with their cell phones had their phones confiscated.

Regardless of the answer this time, I would like you to review your checking process.

*I am currently at home in Kobe,

Left image: Location based on mobile IP address is Tokyo

Right image: Location from Google Maps: Kobe

Hello Branislav we have forwarded an email to you.

Can you please kindly check?

Thank you.

Best regards,

Hello Brainslav,

We have sent you an email.

Please kindly check and reply if you need further informations.

Hello Brainslav,

We have sent you a message on provided telegram account.

Please kindly check🙂

Best regards,

Dear ikamaru,

Since we finally managed to connect with the casino representative outside of the thread in a normal way where we can discuss the matter without issues, I am extending the timer for casino.guru until I am provided with additional details and clarification, and the case is reviewed sufficiently on our side.

Once I have any news or updates, I will inform you about it directly here.

Thank you for your patience and understanding.

Dear ikamaru,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about fraudulent activity, as was mentioned in the casino's email you received - arbitrage play/collusion, abusing a specific type of game accessed from different platforms from more than 1 account, and abusing the bonus policy of the casinos in question (moving funds between the linked accounts/platforms). All this doing is strictly prohibited in online casinos. It gave you an unfair advantage over the casino. The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, ShinQueen Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru