ShinQueen Casino - Player's winnings seized due to supposed multiple accounts.

I received an email from Queen Casino on January 22nd, stating:

"At Queen Casino, it is against our terms of service to deliberately hold multiple accounts and receive multiple bonuses." For this reason, my winnings were confiscated. I didn't engage in such activity, and when I demanded proof, they declined to disclose it. This puts me in a difficult position where I can't do anything, so I came to consult with Casino Guru. I would like a third party to verify the reason for the confiscation and the evidence claimed by Queen Casino, and to participate in the discussion between Queen Casino and myself.

Dear animeotaku15986,

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 which games you focused on while your account was still active?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you pass the verification before the casino blocked your account?

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

2023/10/21 At New Queen Casino

Use your first deposit bonus. I made a deposit of 2000$100%. At New Queen Casino, it was a type that could be used from the bonus, so I used the bonus and played the slot Dreams of gold 50$

I drew a hit of 21600 (with image)

After that, I played ninjya vs samurai for 10$ and cleared the wagering requirements. The final balance and other data remained on the casino site, so I saved the image.

My family does not play online casinos. The device used to play is a smartphone.

Thank you for your reply, animeotaku15986. Did you pass the verification before the casino blocked your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

KYC has been completed.

When I made a withdrawal, I was asked for additional authentication, which I submitted, but I was also asked to take a photo of myself with my ID and a note in a prominent building outside, and I was confused as to whether they would allow me to take such a photo in public. , I submitted it because I want to withdraw money. After that, my bonus was confiscated and I had to consult with GURU.

Thank you very much, animeotaku15986, 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 animeotaku15986,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and before I move on, can you please confirm which casino your complaint is about? www.queen-casino.com/ or www.shinqueen.com/? Although it looks like both casinos are owned and operated by the same company, there could be separate customer support teams for each one, so I want to make sure I contact the right team.

www.shinqueen.com/

New Queen Casino

Dear animeotaku15986,

Thank you for the clarification.

We would now 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

Hello,

We have sent the emails to address provided above.

Please kindly check this.

Best,

Thank you for your email, ShinQueen Casino. I have replied with some further inquiries to gain a clearer understanding of the situation, and I am now awaiting your response.

Hello Michal,

We have not received your email yet. Can you please try to resend again?

I will send you another email so you can reply from there.

Thank you

Queen Casino

Dear Queen Casino team,

I have received both of your emails successfully. I have sent another email to you at support@queen-casino.com from my email address michal.k@casino.guru. Please check your Spam/Junk folder as well. It might be there, or maybe "soften" your email-receiving filter. Anyway, please forward me the evidence of the linked accounts with the IP, login, and other matches to understand your actions in confiscation of the player's winnings if the evidence will provide proof of breaching your terms and conditions.

Hello we have sent an email.

Please review and forward the email to new given email address.

Much appreciated.

Best,

Queen Casino

Hello Michal,

Thank you for your email.

We have replied to your email, please kindly check🙂

Best regards,

Dear Queen Casino team,

Thanks for your email. I've sent some follow-up questions and look forward to your response.

Dear animeotaku15986,

Can you please confirm if anyone else from your family or friends has an account at QueenCasino and might have claimed the same bonuses?

I don't have any family members, and I have no way of checking with all my friends. I think that the duplicate IP is possible because I log in from within Tokyo using a smartphone. After submitting my identity documents, I was forced to take photos in the city for additional verification, and even though I dealt with various issues, I was told that it was a duplicate account, which is infuriating.

Hello Machal,

We have replied to your email.

Please kindly check🙂

Best regards,

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

Dear animeotaku15986,

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 - multiple accounts linked with the same IP, claiming identical bonuses, using similar payment methods, and engaging in similar gameplay. All of the accounts took advantage of the bonuses and casinos have a very strict policy regarding multiple account cases that have been used in this way.

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 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