ShinQueen Casino - Player's withdrawal is extensively delayed.

I have completed all KYC procedures, including the submission of additional documents, but withdrawals are not being processed all at once.

When I contacted live support, they said:

This casino does not set a time limit for withdrawals, so it might take 100 years to process a withdrawal.

I received this ridiculous reply.

This is an absolute EXIT scam.

Also, when I asked if they're planning to run away like this, the casino acted scornful and said that they would not run away for a mere $200.

Dear sakuraYAMA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

・It has been 7 days since I applied for withdrawal.

・After processing the withdrawal, it disappears from the balance, and although it is written as a withdrawal request in the history, it is not withdrawn and cannot be canceled.

・All accounts have been successfully verified.

Since the withdrawal is in the XRP virtual currency, you should receive the money immediately after the process is completed.

It also touts the industry's fastest withdrawal speeds of up to 1 hour.

Thank you very much, sakuraYAMA, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear sakuraYAMA,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite ShinQueen Casino representative to join this conversation.

Dear ShinQueen Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Dear Mirka,

I am writing to follow up on a potential security concern related to the account qcrmziu3.

Our system detected suspicious activity involving login attempts originating from geographically diverse IP addresses within a very short timeframe (less than 15 minutes between Gunma, Mie, and Tokyo). This rapid shift in location suggests the use of masking tools or account sharing, which are both strictly prohibited by our Terms and Conditions.

To ensure compliance with Anti-Money Laundering (AML) regulations and maintain a fair and secure gaming environment for all users, our Terms and Conditions explicitly forbid the use of masking tools and account sharing. These measures help prevent access from restricted countries and ensure responsible gameplay.

As a result of the investigation, we refused his withdrawal on 5th Feb 2024 , which was applied by the user on 31st January.

We appreciate your cooperation in ensuring the continued security and integrity of our platform.

Sincerely,

Dear ShinQueen Casino,

Thank you for your answer. Could you please provide supporting evidence for your claims regarding fast changes of IP address? You can send them miroslava.d@casino.guru.

Thank you for your cooperation,

Mirka

Hello Mirka,

Please be informed that we have forwarded you the evidence of fast changing IP and Location.

Please kindly review the email.

Thank you

Hello

Can you please change the status?

You have set the time frame for us and player side, but this case is pending on your side for more than a week.

Best,

Queen Casino

Queen Casino is lying.

Because they told me there was a fraudulent system bet, they confiscated the fraudulent bet amount from my balance.

Of course I didn't make any illegal bets.

And Queen Casino here claims rapid change of IP address as the reason.

This claim is incorrect.

Therefore, it is obvious that one of them is a lie.

If I was changing my IP address rapidly, as Queen Casino says, it would be strange to confiscate a portion of my balance.

If that's true, you should freeze your account.

But they confiscated my balance for the fraudulent bet.

Please stop making contradictory claims.

Also, don't you have any gratitude for the support that makes fun of customers who play with small amounts, such as not running away with only about 200 dollars in change?

Does Queen Casino not consider anyone other than high rollers to be a customer?

And what do you think about the statement that there is no set withdrawal time, so it could take 100 years?

If that is allowed, then when a player wins a big win, if it takes 100 years, the player will essentially not be able to receive his winnings until he dies.

If we don't call this an EXIT scam, what can we call it?

These remain in the chat log, and we are ready to provide evidence.

Dear sakuraYAMA,

I understand, your situation is unpleasant. However, Casino provided me with evidence, that you changed your IP address multiple times in a short period of time.

Could you please clarify, if you were using a VPN service, or accessed your account from multiple devices?

Thank you for your cooperation.

I don't use a VPN or multiple devices.

It is unclear why this is happening.

I'm from Okinawa, but I've only accessed one site in Osaka.

I haven't been to Gunma, Mie, or Tokyo.

In fact, I don't understand why there is no Osaka.

Doesn't it belong to someone else?

Dear ShinQueen Casino,

Could you please clarify, if there is any reason, why the changes in IP could give this player an unfair advantage? Has he for example claimed multiple bonuses in different IP locations?

Thank you for you cooperation.

Dear Mirka,

Thank you for your response.

As previously communicated and documented by evidence, the rapid changes in the account's IP location are beyond the capabilities of a single user and suggest account sharing or the use of location masking tools. This means we do not prohibit changes in location or IP address that are within the realm of reason or human capability.

We kindly remind you that our Terms and Conditions strictly prohibit the utilization of location masking tools and emphasize the importance of individual account usage.

This policy is fundamental to maintaining compliance with Anti-Money Laundering (AML) regulations and fostering a fair and secure gaming environment for not only this user but also all our users.

By preventing access from restricted locations and Anit-Money Laundering and ensuring responsible gameplay, we strive to create a positive and trustworthy platform for everyone.

Sincerely,

QueenCasino

Dear sakuraYAMA,

Just so you know, I am communicating with the casino outside of the thread. I will let you know, if there are any updates.

Dear sakuraYAMA,

I provided a casino representative with our stand of refusing withdrawal due to changes in IP address. We will wait to find out, which approach they take.

Thank you for your patience

Hello,

Please be advised that change IP is okay, but using masking tool to play or sharing accounts between players on casino is not acceptable due to the AML or access online casino from restricted jusdrictions.

Best,

Dear sakuraYAMA,

It seems that the casino does not wish to reconsider its position regarding this case. Consequently, I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka