ShinQueen Casino - Player's withdrawal is delayed.

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.

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

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.

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

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

Hello Dominika

We have sent you an email. Please kindly check.

Best regards,

Hello ShinQueen Casino, thank you for the information, I have just sent you an email.

Hello,

We have replied to your email.

Thank you!

There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.

Hello Dominika,

We have replied to your email, please kindly check🙂

Thank you!

There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.