ShinQueen Casino - プレイヤーの賞金は不明瞭な説明で没収された。

Context:

The following points ① to ⑥ depict how I deposited and played at JAPAOTT. After withdrawing my winnings, they were confiscated.

The casino's responses to my inquiries about the cause of this action have failed to convince me.

Regarding the received email, I don't believe I violated any rules.

Even after confiscation, I played again, and requested another withdrawal, but no further confiscations or refusals have happened so far.

If I could get a refund, that would be appreciated...

To play with peace of mind, I would appreciate it if you clarified the reason for confiscation.

①DATE:04.03.2024 18:02

Deposit: $498.80

ID:A22240304170249980AQND

②Played at JAPAROT (from home PC)

③DATE:05.03.2024 12:17 (operating from mobile device)

Withdrawal: $2759.40

ID:QCX2403051117X0X20001

④-1

Request for re-sending driver's license with selfie for additional KYC

④-2

Receipt of KYC confirmation email

④-3

DATE:06.03.2024 01:15

Refusal of withdrawals

ID:QCX2403051117X0X20001

⑤DATE:06.03.2024 11:06

Repaid deposit amount

ID:QCX2403061006X0100008

Reply Email Content:

Thank you for always using Queen Casino.

​

In response to your query about the withdrawal: After painstaking investigations by our risk management department, we found fraudulent practices against our policy in your gaming activity. Hence we regretfully had to proceed with the confiscation in accordance with our regulations. The decision is final.

Apologies for any inconvenience caused, but please note that the information provided in this email is the final correspondence.

Also, please note that we do not disclose details about our audits.

=====================================================================

Dear User,

Thank you for your patronage at Queen Casino.

All details about the withdrawal and any violations have been communicated fully and finally in the previous email.

The games provided by Queen Casino are for entertainment purposes. Creating multiple accounts, sharing an account between multiple people, exploiting system bugs to acquire winnings, unlawfully receiving or abusing bonuses, any improper use of bonuses, etc., are violations of our terms of service.

Queen Casino strives to provide a fair gambling experience, and appropriate action will be taken upon identifying any violation.

We thank all our players and encourage you to gamble fairly and responsibly for entertainment purposes.

Please read our terms of service once again.

https://shinqueen.com/en/static/termsAndConditions

Thank you for your understanding and cooperation.

＜経緯＞

以下①～⑥の通り入金して、JAPAOTTで遊び

出金処理をしたところ、勝利金の没収という形になりました。

原因を何度聞いても下記のような回答で納得がいっておりません。

頂いたメールに対する規約違反もしてないと思っています。

なお、没収後、同様に再度遊び出金処理をしておりますが、

その後の没収・拒否等はいまのところ発生しておりません。

没収額の返金があればありがたいですが・・・

安心して遊戯するためにも、何が原因で没収したのか明確にしていただきたいです。

①DATE:04.03.2024 18:02

入金：$498.80

ID:A22240304170249980AQND

②JAPAROTで遊戯（自宅ノートＰＣで遊戯）

③DATE:05.03.2024 12:17（携帯端末より操作）

出金：$2759.40

ID:QCX2403051117X0X20001

④ー１

追加のＫＹＣ（セルフィー付き免許証の再送付の依頼

④ー２

KYC認証確認メールの受領

④ー３

DATE:06.03.2024 01:15

出金拒否

ID:QCX2403051117X0X20001

⑤DATE:06.03.2024 11:06

 入金額の返済

ID:QCX2403061006X0100008

＜メール返信内容＞

いつもQueen Casino（くいかじ）をご利用頂きまして、誠にありがとうございます。

​

この度、お問い合わせ頂きました、
【ご出金】につきましてご案内を致します。

弊社リスクヘッジ部門にて度重なる慎重な調査の結果、お客様のご遊戯内容に規約に反する不正行為が確認されました為、利用規約に則り、誠に遺憾ではございますが、今回の処置となっております。

また、決定内容の変更または取り消し等はないとのことでございます。

恐れ入りますが、メールでお送りさせていただいているのが、最終のご案内となっております。

​なお、審査の詳細については開示しておりません。

＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝＝

ユーザー　様

いつもQueen Casino（くいかじ）をご利用頂きまして、誠にありがとうございます。

ご出金及び違反等につきまして、先刻、先々刻のメールでのご案内が全てとなっており、また最終の案内となっておりました。

クイーンカジノがプレイヤーに提供しているゲームは娯楽目的であり、損失のリスクを最小限に抑え利益を得ようとする行為、複数アカウントの作成、

複数でアカウントの共有、システムのバグを利用して勝利金を得る行為、ボーナスの不正受理また乱用、

ボーナスの不正利用等は利用規約に抵触する行為でございます。

クイーンカジノは公正なギャンブル体験を提供するために努力しており、これら違反行為が発覚した際には対策をとることとなっております。

プレイヤーの皆様には、公平かつ適切に娯楽目的でギャンブルを楽しんでいただくことをお願い申し上げます。

また、今一度当サイト利用規約もご一読ください。

https://shinqueen.com/ja/static/termsAndConditions

何卒、宜しくお願い致します。

Hello ikamaru,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ShinQueen 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 if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Does anybody else from your household owns an account in this casino or have access to your devices from which others can play in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Authenticated: YES

Certification date: 2024/01 (Account migration from old Queen)

Did you save your winnings with real money or use a bonus?: Real money

Who else in your household owns an account at this casino: NO

Or does anyone else have access to your device so they can play at the casino?: NO

When was the last time you spoke to the casino?: 2024/03/10

There is a description of the game play survey at the time of withdrawal.

This time, I just played slots at JAPAROT.

I logged in on my phone and checked my balance.

We do not use multiple accounts.

Additionally, we have not committed any fraudulent bonus payments.

I am not satisfied with this matter.

What kind of rules would that be in violation of?

Thank you for your reply.

No matter how many times I think about it

I can't find any reason for the violation and am not satisfied with it.

Can you tell me which of the rules this violates?

Does it have anything to do with K8's account?

Is it not possible to do another inspection?

Dear user

Thank you for using Queen Casino.

Regarding withdrawals, violations, etc., all information was sent via email in advance, and this was the final information.

The games offered by Queen Casino to players are for entertainment purposes only, and are not intended to minimize the risk of loss and maximize profits, creating multiple accounts, sharing accounts, or exploiting bugs in the system. Acts of collecting winnings, fraudulent acceptance or abuse of bonuses, fraudulent use of bonuses, etc. are acts that violate the Terms of Use.

Queen Casino strives to provide a fair gambling experience and will take action when these violations are discovered.

We encourage all players to enjoy gambling for recreational purposes in a fair and appropriate manner.

Also, please take a moment to read our website terms of use.

https://shinqueen.com/ja/static/termsAndConditions

I kindly thank you.

Queen Casino is committed to meeting the needs of our customers in order to provide better service.

If you have any questions or requests, please feel free to contact our Japanese customer support at any time.

queen casino team

認証されているか：YES

認証日：2024/01 (旧クイーンからのアカウント移行)

賞金はリアルマネーで貯めましたか、それともボーナスを使用しましたか?：リアルマネー

家族の他にこのカジノのアカウントを所有している人：NO

または他の人がカジノでプレイできるあなたのデバイスにアクセスできる人はいますか?：NO

最後にカジノと話したのはいつですか?：2024/03/10

<送信メール>

出金時のゲームプレイ調査と記載がありますが

今回、JAPAROTでスロットで遊んだだけです。

携帯側でログインして残高等は確認はしましたが

複数アカウント等も利用しておりません。

またボーナスの不正等も実施しておらず

本件について、納得がいきません。

なんの規約違反になるのでしょうか？

ご回答のほどよろしくお願いいたします。

何度考えても

違反の理由が見当たらず納得がいきません。

これ規約のどれに違反していたか教えてもらえますか？

Ｋ８のアカウントとかは関係ないですか？

再度精査等はできないのでしょうか？

＜受信メール＞

ユーザー　様

いつもQueen Casino（くいかじ）をご利用頂きまして、誠にありがとうございます。

ご出金及び違反等につきまして、先刻、先々刻のメールでのご案内が全てとなっており、また最終の案内となっておりました。

クイーンカジノがプレイヤーに提供しているゲームは娯楽目的であり、損失のリスクを最小限に抑え利益を得ようとする行為、複数アカウントの作成、複数でアカウントの共有、システムのバグを利用して勝利金を得る行為、ボーナスの不正受理また乱用、ボーナスの不正利用等は利用規約に抵触する行為でございます。

クイーンカジノは公正なギャンブル体験を提供するために努力しており、これら違反行為が発覚した際には対策をとることとなっております。

プレイヤーの皆様には、公平かつ適切に娯楽目的でギャンブルを楽しんでいただくことをお願い申し上げます。

また、今一度当サイト利用規約もご一読ください。

https://shinqueen.com/ja/static/termsAndConditions

何卒、宜しくお願い致します。

Queen Casinoは、より良いサービスを提供できるよう全力でお客様のご要望と向き合っております。

ご質問、ご要望がございましたら、いつでもお気軽に日本語カスタマーサポートにお問い合わせ下さいませ。

クイーンカジノチーム

Hello ikamaru and thank you for all the information provided. As we we need more details regarding which bonus terms were abused, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ikamaru,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear ShinQueen Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear ikamaru,

I am already in contact with the casino representative regarding the matter outside of the thread, and I am currently waiting for additional details/evidence that I requested from them - resetting the timer for the casino.

I will inform you once I have any news or updates, or maybe the casino could respond directly here.

Thank you for your patience and understanding.

I don't know if this is related to this case, but

I was also playing on my PC at home and trying to operate it from my mobile phone, so I'm writing this down.

When I looked at other people's inquiries, it seemed like there was a check mark related to the IP address.

On Japanese mobile phones, it is not possible to determine a location from an IP address.

(Even if your current location is Kobe, it will point to Tokyo, Fukuoka, etc. See attachment below)

There may be a check process based on your IP address when withdrawing funds.

You will likely receive warnings for colluding with others or using multiple accounts.

Perhaps the consistency between this Japanese mobile information system and Queen Casino's check process is

It seems that quite a few people who were playing with their cell phones had their phones confiscated.

Regardless of the answer this time, I would like you to review your checking process.

*I am currently at home in Kobe,

Left image: Location based on mobile IP address is Tokyo

Right image: Location from Google Maps: Kobe

一つ今回の件と関連するかはわかりませんが、

私も自宅ＰＣで遊びながら、携帯側から操作しようとしていたので書き込んでおきます。

ほかの方の問い合わせ等も見ているとIPアドレス関連でチェックが入っているように見えました。

日本の携帯では、IPアドレスから場所を特定することが出来ません。

（現在地が神戸であっても東京や福岡・・・を指し示す　以下添付参照）

出金時IPアドレスからのチェック処理等があると

他人との共謀・複数アカウント等のワーニングが出てしまうと思われます。

多分こんな日本の携帯情報のシステムとクイーンカジノさんのチェック処理の整合性は

あっておらず、携帯で遊んでいた方は没収されてしまった人が結構いるように思われます。

今回の回答にかかわらず、チェック処理は見直していただきたいです。

※当方、現在神戸自宅にいますが、

左の画像：携帯のIPアドレスからの場所は東京

右の画像：グーグルMAPからの場所は神戸

Hello Branislav we have forwarded an email to you.

Can you please kindly check?

Thank you.

Best regards,

Hello Brainslav,

We have sent you an email.

Please kindly check and reply if you need further informations.

Hello Brainslav,

We have sent you a message on provided telegram account.

Please kindly check🙂

Best regards,

Dear ikamaru,

Since we finally managed to connect with the casino representative outside of the thread in a normal way where we can discuss the matter without issues, I am extending the timer for casino.guru until I am provided with additional details and clarification, and the case is reviewed sufficiently on our side.

Once I have any news or updates, I will inform you about it directly here.

Thank you for your patience and understanding.

Dear ikamaru,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about fraudulent activity, as was mentioned in the casino's email you received - arbitrage play/collusion, abusing a specific type of game accessed from different platforms from more than 1 account, and abusing the bonus policy of the casinos in question (moving funds between the linked accounts/platforms). All this doing is strictly prohibited in online casinos. It gave you an unfair advantage over the casino. The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, ShinQueen Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru