FQ8 Casino - 選手の退場が遅れる。

11jan2023 I request for my withdrawal 4330.

And the CS told me that there is technical error and they cannot do any withdrawal at the moment .

Ask them for updates and they only reply sorry for the inconvenience. No time estimated.

So I waited till today 14jan2023 and there is no news about my withdrawal.

What should I do ?

Hello chngkianhuikenneth,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FQ8 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? 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 verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi ,

Firstly this email address is my boyfriend email. I didn't put my email address in the website.

30 April 2022 when I first join the FQ8 it's verified.

My winning is accumulated with real money without any bonus.

My last time is 15jan 2023 I ask for updates on the withdrawal. So they replied me (no estimated time line and please have patience which their team is fixing the problem.)

I ask for reason they told me that they cannot tell me.

Hi nick,

Fq8sg said that they are investigating my account but I am not sure for what reason .

No news And no updates. I am totally lost and not sure what to do.

The only reply from them is to ask me to wait and wait ......

No helpful at all . This is how they treat a customer?

Hi nick,

This is what they replied me and they don't want to return me my money

Thank you for waiting. After several verifications with our risk management team. Apparently it shows that your account has the same IP address with your friend. This has violating our Terms of Use hence your account will be suspended permanently.

We take violations of our policies very seriously and do not offer an appeal process at this time.

Thank you for your understanding and cooperation!

Hello chngkianhuikenneth,

Can you please advise if there is any other connection other than the IP address? Did you play from the same device? Did you claim the same bonuses? Did you use the same payment method to deposit?

Hi,

Me and my boyfriend both playing this platform fq8. He referred me to play.

We using different bank account to make deposit.

I using a shared account dbs to paynow [deposit] .

My boyfriend using his own account to deposit.

As for ip address we are staying together and using WiFi to play.

Sometime we using same device to play .

Bonus we claim and is the small bonus $1500 for $50 I think is reasonable.

But all along for the pass 1 year I am using this same account to transfer and they verified before I still send bank statement to them.

Cannot be after 1 year plus then suddenly I win some money they suspend my account and rejected my payment.

When exactly did your boyfriend register? Did he go through the verification process as well and if yes, when?

2 years ago he register after that he referred me to join. The casino already know that we are 2 players playing . Just that I won money they don't wanna payout

Can you verify with the casino ??

They ignored me already

Hello chngkianhuikenneth,

Do you have any conversation saved with the casino where it is visible that they are aware of the 2 of you playing from the same household?

There is no conversation that was about the 2 account we are playing.

Just that they know that the bank account transfered to them is a shared account which have both of our names inside .

Thank you chngkianhuikenneth for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi

Just to check have you contact the casino yet ??

Dear chngkianhuikenneth,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an FQ8 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear FQ8 Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi they are not replying

They shouldn't void players withdrawal for some lousy reason

Dear chngkianhuikenneth,

I have contacted the casino but haven't received any response from them too. I am afraid we are dealing with a casino that does not intend to resolve complaints on our site. There is not much that can be achieved without cooperation from its side.

Thank you very much for your understanding.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear chngkianhuikenneth,

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion. In the meantime, I recommend you contact the Philippines licensing authority.

I am sorry I could not be of more help on this occasion. Do not hesitate to contact us again if you run into any issues with this or other casinos. We are here to help.

Kind regards,

Stefan