ShinQueen Casino - Player's winnings from first deposit bonus have been confiscated.

I used the first deposit bonus and won about $8900 playing the slot games.

When I attempted to withdraw my winnings, I was instructed to take a selfie with a landmark from the last location I logged in from. After submitting this, I was then asked to verify my identity over the phone and provide documentation to prove the source of my funds.

I complied with all their requests, but my winnings were forfeited due to alleged violations of the terms of service. I am not satisfied with this outcome and request an investigation.

Hello qiantianyuhui1,

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 since when is your account fully verified? Did the casino specify which terms did you breach specifically? Did the casino void all your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I cooperated with all the certifications and finished submitting the documents on March 7th.

We will send you an email from the casino. This was received on 3/25.

There were no specific details regarding violation of regulations.

As for the balance, only the deposit amount would be returned.

Hello qiantianyuhui1 and thank you for all the information provided. As it has not been specified by the casino which exact term did you breach, 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, qiantianyuhui1,

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 an explanation of the player's situation in more detail? 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.

Hello,

We have sent an email please kindly check.

Best regards,

Queen Casino

I sent you an email regarding my question.

We would appreciate it if you could investigate whether the IP address submitted by New Queen Casino is actually ours.

Thank you for confirmation.

How can I explain the existence of two other accounts when you say you don't use these two accounts?

Also, the bonus amount I received was definitely $2000, so the casino guru's understanding that I received $4000 is incorrect, and the moment the casino shows $4000, there is a contradiction, so there is no need to show it as a coincidence. https://shinqueen.com/ja/promo?detail=1772943694966571009

Specifically, I received the 100% $2000 bonus listed here.

As for the same access point, I logged in from a busy area, a place where many people gather, so it is possible that there may be overlaps.

However, with regards to the Internet connection, all I can say is that I am using the Ymobile line from an Android model, A302ZT, and I am not sure whether the same Internet connection will be achieved if I access the phone from another smartphone.

Hello Branislav,

I have sent you a message to provided Telegram.

Please kindly resend your question there🙂

Thank you!

Dear qiantianyuhui1,

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 qiantianyuhui1,

There is still an ongoing communication between me and the casino representative outside the thread, where I am waiting for further details/evidence regarding the matter. Therefore, I am setting the timer for the casino now.

I sincerely hope we will be able to review the case sufficiently and provide you with our ruling soon.

Thank you for your patience and understanding.

Dear ShinQueen Casino Team,

Can you please look at my last messages on Telegram regarding the case and provide the requested information/details?

Hello I have responded to Telegram please kindly check.

Dear qiantianyuhui1,

After gathering and reviewing 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 multiple accounts and bonus abuse, or at least there are connections with other casino accounts that you concealed. It is allowed to have only 1 account per player, which also applies to bonuses. There were too many matches/similarities in the data and details of the linked accounts to say that we would be talking about individuals playing at the casino separately.

The casino acted in accordance with its terms and conditions. If you have not done it yet, I recommend you request a withdrawal/refund of your deposit.

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