ShinQueen Casino - Player's withdrawal has been denied.

I deposited 20,000 yen and won $2000 in Dunbine, but when I tried to withdraw it, the withdrawal was denied due to an unfamiliar violation of the terms of service. I inquired about the reason with support but got no explanation, and there was no response to my emails either.

All I can see is a simple refusal to pay out.

Dear Sandy65535,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that you were accused of playing restricted games while completing the bonus wagering.

We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Checking the target Yugi ID via email.

Could you please advise if I was ever warned by the software when accessing a restricted game and if it was the first bonus redeemed at this casino?

In response to this,

I haven't received any emails and the support chat is no longer available.

If GURU's intervention does not result in a refund, I will contact Curacao.

Thank you for your understanding.

Thank you very much, Sandy65535, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

No response yet.

Thank you.

I think this is an issue related to the Curacao license in general.

Hello Sandy65535,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite ShinQueen Casino to join the conversation.

Dear ShinQueen Casino,

Can you please provide more information on how the player breached your terms and conditions? If I understand it correctly, the player is accused of playing a restricted game, but how should the player know that a certain game is restricted?

It does not tell you specifically which terms of use have been violated.

Dear Sandy65535,

I have reviewed the evidence supporting the casino's decision. Unfortunately, after a thorough examination of all pertinent information, we are declining this complaint as unjustified due to a breach of the casino's terms and conditions and bonus terms and conditions, specifically the misuse of multiple accounts with the same or very similar details, aiming to take advantage of multiple bonuses. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in the email from the casino team that has been sent to you.

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 were not able to 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. We are here to help.

Best regards,

Michal

Casino Guru