The player from Japan had been struggling with a withdrawal from New Queen Casino. After initial verification and providing additional proof, including a selfie with a landmark and proof of income, the withdrawal was still denied. This process had taken over a month. As we engaged with the casino, it was revealed that the player's account had connections with other casino accounts, which the player had concealed. This breach of terms and conditions, specifically the rule of one account per player, led us to conclude the complaint as unjustified. The casino had acted in accordance with its terms and conditions, hence the withdrawal denial stood.
ShinQueen Casino - Player's withdrawal is delayed.
Amount: $9,400
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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8 months ago
Translation
I am having withdrawal issues with the New Queen Casino.
In January, after submitting my KYC and making my first withdrawal, I used a second deposit bonus and requested a withdrawal of $9400 from said bonus.
At that point, I was asked to produce a selfie with my last login location landmark in the background for additional KYC verification, which I complied with.
During the review process, I received an email stating that my last login location was different. After some back-and-forth, I asked the New Queen Casino to provide the IP address, which turned out to match the location I had submitted.
Upon pointing out this discrepancy, there was no response about the matter. Instead, I was asked to submit proof of my income source, such as a payslip.
After complying and submitting the necessary documents, I received an email asking me to wait for my withdrawal to be processed. However, even after two weeks, I received yet another request for the same income source information.
This cycle has been ongoing for over a month now and my withdrawal is still being denied.
I request your intervention in the withdrawal issue with New Queen Casino.
Automatic translation:
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8 months ago
Hello shingomurase0123,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ShinQueen Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or you did not receive any notification regarding which ones? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
I have completed the KYC verification and submitted additional documents. I received an email from the casino on March 6th stating that they would begin reviewing my withdrawal request, but I have not received any response since. When I contacted the casino, they simply replied that I would have to wait, so my withdrawal was essentially rejected.
Automatic translation:
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8 months ago
Thank you shingomurase0123 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hello shingomurase0123,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite ShinQueen Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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8 months ago
Hello ShinQueen Casino, thank you for the information, I have just sent you an email.
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7 months ago
There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.
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7 months ago
Hello Dominika,
We have replied to your email, please kindly check🙂
Thank you!
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7 months ago
There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.
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7 months ago
There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.
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7 months ago
Dear shingomurase0123,
after gathering and reviewing all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse, or at least there are connections with other casino accounts that you concealed. It is allowed to have only 1 account per player, which also applies to bonuses. There were too many matches/similarities in the data and details of the linked accounts to say that we would be talking about individuals playing at the casino separately.
The casino acted in accordance with its terms and conditions.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.
If you are not satisfied with the complaint solution, I recommend you consult the Gaming Curacao Authority (complaints@gaming-curacao.com or https://www.gaming-curacao.com). In case of any questions, feel free to write to me at dominika.l@casino.guru
Thank you very much, ShinQueen Casino, for providing information and for your cooperation.
Best regards,
Dominika
Casino.Guru
