ShinQueen Casino - Player's withdrawal attempt has been refused.

I've been playing using only cash (not including bonuses) at the new Queen Casino.

I was able to make $13,000 from playing various games such as slots and baccarat.

I assure you, I have not been playing games in an unfair or illegal manner.

However, when I attempted to withdraw $10,000,

I was refused the withdrawal, with the $10,000 I attempted to withdraw and the remaining $3,000, totaling $13,000, locked.

Furthermore, my account has been locked, and I am unable to play any games.

I am still able to log into my account,

and have already completed my KYC verification.

I have reached out to support, and was told that they are currently reviewing my withdrawal request and to await an email.

Dear hati1029,

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.

• When did you attempt to withdraw these winnings?
• Have you made any successful withdrawals before?
• Could you please clarify when exactly was your account restricted?

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

Thank you for your response.

First, let me explain in detail.

Registered at New Queen Casino on January 26th

KYC authentication has also been completed.

Then repeat deposits and withdrawals.

$1900 on February 11th

$3000 on February 16th

$1700 on February 17th

Withdrawal has been completed.

The problem was

I made a withdrawal of $10,000 on February 22nd.

Normally, I could have just withdrawn the money, but I was asked to take a selfie photo, a photo to prove my identity, and a piece of paper with the date and time written on it.

When I immediately took a selfie and contacted support, my photo was accepted and I was told to wait for a further withdrawal review.

after that

February 22nd at 7:13pm

Withdrawal has been cancelled.

Also, the $3,000 that was in the balance at this time

The management replied that it was locked and under review.

And on the next day, February 23rd, due to violation of terms and conditions.

Withdrawal of $10,000 + balance of $3,000

It was confiscated by the new Queen Casino management.

After that, I emailed support and asked for a detailed explanation, but it was a violation of the terms and conditions.

I received an email asking me to read the terms and conditions and that this decision cannot be undone.

At the very least, I don't remember making any bets that violate the rules, and when I asked support to tell me the game ID that violates the rules, I was told that they couldn't give me any game IDs or anything like that.

Just like when you were able to withdraw money up until now, there are no illegal bets, and since it is a cash play, there are no bonus-related terms and conditions.

I am very suspicious of this as it just sounds like an excuse for not wanting to withdraw a large amount of money.

Please take action.

If necessary, you can also communicate with the management and send the contents of emails.

hello christina

Please let me resolve this issue.

I read the terms of use of New Queen Casino again, and my gambling activity may have violated the terms of use.

Therefore, please delete this complaint.

I understand. I will now close this complaint as per your request. 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.