The player from Japan had reported that his withdrawal request was denied by the casino, suggesting a terms and conditions violation. The player had stated that he deposited 40,000 yen and was trying to withdraw $800 in winnings. The casino, however, had detected multiple linked accounts associated with the player and suspected the use of masking address tools. The casino had provided evidence to support their claims. We concluded that the player's complaint had been invalid due to violation of the casino's terms and conditions. The player had been advised to contact Gaming Curacao for further assistance.
ShinQueen Casino - Player's winnings withdrawal request was denied.
Amount: $1,200
ShinQueen Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
ShinQueen Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
I was playing a regular game and tried to withdraw my winnings, but they claimed I violated the terms and conditions and denied my request without providing a reason.
Even when I pleaded for a complete refund of the 40,000 yen I deposited, they refused.
There are numerous similar complaints circulating on the internet.
Automatic translation:
Public
Public
11 months ago
Dear Pokochan1995,
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 - slots, live casino, sports betting, etc.?
Have you accumulated your winnings with or without an active bonus?
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.
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
Sensitive attachment
Sensitive attachment
11 months ago
Translation
thank you for your reply
Send correspondence by email
I was playing Japanese pachislot pachinko. Up until then, I had deposited about 40,000 yen and lost, and when I tried to withdraw 800 dollars with the extra 10,000 yen I deposited, everything was rejected and my balance was confiscated, and only the last deposit of 70 dollars was refunded. It depends on what is done
All active bonuses have been canceled due to withdrawal.
Edited
Automatic translation:
Public
Public
11 months ago
Thank you very much, Pokochan1995, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
Public
Public
11 months ago
Hi Pokochan1995,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite ShinQueen Casino to join the conversation and contribute to the resolution of this complaint.
Public
Public
11 months ago
Hello,
Thank you for inviting us to the conversation.
As per checking with the relevant department, we have detected there are too many linked accounts, which did not proceed KYC.
However, most of the accounts have connected to the same locations and we suspect there was a trace of using masking addresses as well.
Most of the accounts which are related to qcpokochan have similar bonus betting behavior.
The account qcpokochan has also suspected using masking address tool. This player is connected from locations A and B within 2 hours which takes minimum of 6 hours to travel by car and one of the location does not have an airport, which means traveling by flight is also not possible within this timeframe.
Please note that suspect log in time is between 2024-01-16 18:43:39PM - 2024-01-16- 20:34:40PM.
We clearly stated within our T&C that
"The Users shall not disguise, anonymise or hide your IP while accessing QUEEN CASINO"
Lastly, as qcpokochan stated that we have returned amount of his/her last deposit amount and this player used all the refunded amount already.
Best regards,
Queen Casino
Public
Public
11 months ago
Dear ShinQueen Casino team,
Thank you for your reply. Could you please send the relevant evidence to my email address (peter.m@casino.guru)? All sensitive data can be blurred out.
Public
Public
10 months ago
Hello,
We have already attached evidence and replied to the email 5 days ago.
Best regards,
Queen Casino Support
Public
Public
10 months ago
Dear ShinQueen Casino team,
Thank you for your emails, however, we need some evidence supporting your claims of multiple accounts.
Public
Public
10 months ago
Hello Peter,
I send an email to your email peter.m@casino.guru.
Please kindly check it.
Thank you,
Queen Casino Support
Public
Public
10 months ago
Thank you ShinQueen Casino team for more detailed evidence.
Dear Pokochan1995,
Based on the evidence and explanation provided by the casino, I'm afraid I won't be able to help you with this one. I can only suggest you open only one account per casino and use one bonus. Opening and using multiple accounts is prohibited by most casinos. Your complaint will be rejected. If you disagree with our decision, please turn to Gaming Curacao (https://casino.guru/licensing-authorities/curacao-license-4) for further assistance. I wish I could be of more help.
Best regards,
Peter
