Queen Casino - プレイヤーの賞金は没収されました。

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Dear takaki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Could you please confirm the exact date when you requested the withdrawal?
• Are you able to access the casino and log in to your account now?
• Could you please confirm if you have passed the KYC verification?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear Petra,

Thank you for your patience. I have gathered clear evidence from my account to answer your questions.

1. Exact date of withdrawal request: As seen in the attached "Transaction History", I requested $4,270.00 on March 25, 2024.

2. Current account access: Yes, I can still log in. I took the attached screenshots today, February 23, 2026.

3. KYC verification status: Yes, I am fully verified. As shown in the attached "Verification" screenshot, my KYC was completed and approved on August 20, 2023.

4. Possibility of household/IP overlap: No, there is absolutely no one else in my household using this casino.

Crucial Contradiction Found: In the transaction history, you can see that on April 5, 2024 (after the $4,270.00 was confiscated), the casino successfully processed and paid a smaller withdrawal of $323.61.

If I had truly violated the "multiple accounts" rule, the casino should have frozen the entire account and refused all payments. The fact that they paid part of the funds proves their claim of a violation is a false pretext to avoid paying the larger winning.

Additionally, support recently claimed they have "no access to past history" due to a site renewal, but as you can see, the records are still visible in my account, which shows their lack of transparency.

Best regards, takaki

Dear Petra,

I would like to ask one more thing for when the refund is decided.

Compared to 2024, when the trouble occurred, Japanese bank regulations regarding online gambling have become significantly stricter and more dangerous now in 2026.

If the refund is processed via Vega Wallet (my original deposit method), there is a very high risk that my bank account will be frozen or flagged by the authorities. To ensure a safe recovery of my $3,946.39, I strongly prefer to receive the refund via Cryptocurrency (USDT or BTC).

Since this is a special case for dispute resolution, could you please negotiate with the casino to allow this safer payment method?

Best regards, takaki

Dear Takaki,

According to the previously provided timeframe and the additional information available, we regret to inform you that we are unable to assist you with your request.

Due to the amount of time that has passed since the incident you described — more than six months ago — we are no longer able to effectively investigate the matter. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate and reliable timeline becomes significantly more difficult after such a period.

After carefully gathering and reviewing all the necessary information, we are therefore obliged to close this complaint.

We sincerely apologize that we were not able to assist you in this instance. Please do not hesitate to contact us in the future should you encounter any issues with this or any other casino. We will always do our best to help.

Kind regards,

Petra