ShinQueen Casino - Player's winnings have been confiscated.

My bonus winnings and cash winnings of approximately $12500 have been unfairly confiscated on the grounds of a violation of terms and conditions.

For about a month since I started playing, my funds have been held, and I have been asked to submit personal identification documents and proof of income.

Despite submitting all documents requested, my bonus winnings, and even cash winnings were confiscated citing a breach of the terms and conditions.

Dear takas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered an account about 5 weeks ago. Account verification was completed without any problems.

I played the slot jokerizer, flirting scholar.

After clearing the bonus wagering requirements, everything was displayed as cash.

Hi takas,

Have you received any emails from the casino that could help us understand the situation and why your winnings were confiscated? If yes, please forward them to petronela.k@casino.guru.

Thank you.

I sent you an email. Verification please

Thank you very much, takas, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello takas,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ShinQueen Casino representative to join this conversation and participate in resolving this complaint.

Dear ShinQueen Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello Stefan,

We have sent the email to the mentioned contact address above.

Best regards,

Queen Casino

Dear ShinQueen Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello Stefan!

We have replied to your email please kindly check.

Best regards,

Hello takas,

It appears that you made several accounts to benefit from the same $2000 welcome bonus. This goes against the casino's terms and conditions as it gives you an unfair advantage by claiming the first deposit bonus multiple times. If you had only one account, you would have been eligible for the welcome bonus once. Could you comment on this?

Does this mean that the casino provided evidence that there were multiple accounts with the same name?

I only play with my own account on my own smartphone, and I have only registered once. It is also not possible that someone else has registered a different account on my device.

To prove this, I can't provide any other evidence than submitting the smartphone I logged in with, but would you like me to help you submit the smartphone? Regarding the bonus, since you need to make a deposit to receive the bonus, I think that one piece of evidence would be that there are no multiple deposit histories on the e-wallet, so if you specify a date, I will also submit a PDF of the transaction history of the e-wallet.

If the casino claims that my winnings were confiscated due to a violation of their terms and conditions due to having multiple accounts, I believe that if I had not created multiple accounts, I would have been entitled to receive my winnings without violating their terms and conditions, and I will cooperate in proving this.

Hi takas,

I wanted to inform you that since Stefan, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Stefan possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Stefan will reach out to you as soon as possible.

Thank you for your understanding and continued patience.

Hello takas,

After examining the evidence presented by the casino representative, it appears challenging to demonstrate that you did not create multiple accounts to exploit the welcome bonuses.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.