The player from Japan had deposited $6,000 and managed to win $1,000. He had requested a withdrawal of $7,000 three days prior, but the funds had not yet arrived. Despite his repeated inquiries, the casino's support team had only assured him that they were reviewing and checking the request. After contacting our Complaints Team, he had been advised to wait for 14 days to allow the casino to process the withdrawal. The player agreed to wait and contacted us again after 14 days to confirm that his withdrawal had been successful. Consequently, we had marked the complaint as 'resolved' in our system.
ShinQueen Casino - Player's withdrawal has been delayed.
Amount: $13,000
ShinQueen Casino
Safety Index:Below averageSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
I deposited approximately $6000 and had an initial profit of $1000. I also withdrew $7000, but there are no signs of the withdrawal even after three days.
Every time I inquire with support, they only respond that they're reviewing and checking.
There's another profit in my account cash, if I cannot withdraw, I would like to get my $6000 back. I was saving up for my beloved dog's surgery and I managed to increase the insufficient amount. If I can't withdraw, I feel that I've let down my dog, and honestly, I hope to disappear from this world.
Every time I see others being denied withdrawal on the X platform, I feel extremely anxious.
Automatic translation:
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10 months ago
Dear cocoLOVE,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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10 months ago
Translation
Understood.
Is it okay if I contact you again in 14 days?
Automatic translation:
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10 months ago
Hi cocoLOVE,
Absolutely, I will set the timer for an additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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10 months ago
Dear cocoLOVE,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Translation
Although it was late, the money was successfully withdrawn.
thank you very much!
Automatic translation:
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, cocoLOVE, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
