The player from Germany had won 2200 Euros and had requested a bank transfer withdrawal because Jeton was not available. Despite initial verification, multiple withdrawal attempts were rejected due to alleged technical issues and additional verification requirements. Furthermore, the winnings were reduced to 2048 Euros based on a rule that support could not provide. The issue was resolved successfully, and the player was informed that the complaint was marked as 'resolved' in the system.
Spades Queen Casino - Player’s withdrawal has been delayed.
Amount: €2,200
Spades Queen Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello, on July 31st, I won 2200 Euros and previously deposited 102.4 Euros using Jeton with a 200% bonus. After meeting the wagering requirements, I still had 2200 Euros, which I then requested to withdraw. Since Jeton wasn't available for withdrawal, I had to opt for a bank transfer. My account was verified within an hour on July 31st, but two days later my withdrawal was rejected, citing technical issues. They advised me to submit a new withdrawal request using a different method. I then chose bank transfer again and waited three days, only to be rejected once more because, according to them, the account needed further verification, even though it had already been verified. They said I should reapply and assured me it would go through. So, I reapplied, but half an hour later it was rejected again, supposedly because only ten times the initial deposit could be withdrawn. This meant my 2200 Euros were reduced to 2048 Euros. When I asked where that rule was mentioned, as I had read the bonus terms beforehand, the support chat couldn't provide me with a link. Now, I have submitted the 2048 Euros for withdrawal for the fourth time. They keep coming up with new excuses.
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1 month ago
Hello alexp95,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spades Queen Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Why did you request a withdrawal through bank transfer again if the casino advised you to use a different one? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello, because the only withdrawal methods that were available were bank transfer, and only crypto and mifinity were available. I write to them every day and always get the same answer, that my request has been forwarded and my withdrawal will be processed as quickly as possible. Which still hasn't happened. The last time I wrote to them was this morning. And I got an update, yesterday they provided me with a link that said that only 10 times the bonus amount can be paid out. So now I'm waiting for 2048 euros, but it's strange that they only reduced my amount after the third rejection and not immediately after the first withdrawal attempt.
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1 month ago
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My account has been verified since 31.07.24
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1 month ago
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Hello can be closed money is there.
Thank you for your trouble.
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1 month ago
Dear alexp95,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
