Queen Casino - 選手の退出手続きが遅延しています。

My withdrawal is taking 18 days. Is this unusual?

It seems like the provider verification is taking a long time. Is it normal for it to take this long?

Does the fact that it's taking this long mean there's something that's causing the problem? Will it be confiscated?

出金に18日掛かっています。この事態は異常ですか？

プロバイダー確認に時間が掛かっているようですが、ここまで掛かることはあるのですか？

またここまで掛かるということは何かが引っ掛かっているということですか？没収されますか？

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for KYC?
• What games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without any active promotion?

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

Best regards

Veronika

Have you ever made a successful withdrawal at this casino?

→There is. I succeeded twice before this withdrawal application and once after the withdrawal application.

Have you passed all KYC certifications or at least submitted your identity card to the casino for KYC?

→We have passed all certifications. I have also passed the advanced KYC. Your identity card has been submitted.

Which game did you play to save the prize money?

→About 500,000 yen for the original dice. The rest is evolution and slots. Atsupachi is about 100,000 yen.

Did you accumulate the prize money with or without a valid promotion?

→We do not use any promotion.

A postscript

My account was locked without any contact just now.

Thank you for your reply.

Have you contacted customer support after discovering that your account had been blocked? If so, kindly forward all communication between you and the casino’s customer support that could be relevant to the investigation of your case to veronika.f@casino.guru. Alternatively, you may post screenshots directly in the complaint thread.