ShinQueen Casino - プレイヤーの賞金は没収されました。

My bonus winnings and cash winnings of approximately $12500 have been unfairly confiscated on the grounds of a violation of terms and conditions.

For about a month since I started playing, my funds have been held, and I have been asked to submit personal identification documents and proof of income.

Despite submitting all documents requested, my bonus winnings, and even cash winnings were confiscated citing a breach of the terms and conditions.

利用規約違反としてボーナス及びボーナスでの勝利金やキャッシュでの勝利金約$12500が不当に没収されました。

プレイから約1ヶ月もの間資金を拘束され、本人確認書類や収入証明の提出を求められました。

それらの書類をすべて提出したのですが、利用規約違反としてボーナス及びボーナスでの勝利金、さらにはキャッシュでの勝利金をも没収されました。

Dear takas,

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 understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

I registered an account about 5 weeks ago. Account verification was completed without any problems.

I played the slot jokerizer, flirting scholar.

After clearing the bonus wagering requirements, everything was displayed as cash.

アカウントを登録したのは5週ほど前です。アカウントの認証は問題なく完了していました。

プレイしたのはスロットのjokerizer,flirting scholar です。

ボーナスの賭け条件をクリア後、すべてキャッシュとして表示されていました

Hi takas,

Have you received any emails from the casino that could help us understand the situation and why your winnings were confiscated? If yes, please forward them to petronela.k@casino.guru.

Thank you.

I sent you an email. Verification please

メールを送りました。確認お願いします

Thank you very much, takas, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello takas,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ShinQueen Casino representative to join this conversation and participate in resolving this complaint.

Dear ShinQueen Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello Stefan,

We have sent the email to the mentioned contact address above.

Best regards,

Queen Casino

Dear ShinQueen Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello Stefan!

We have replied to your email please kindly check.

Best regards,

Hello takas,

It appears that you made several accounts to benefit from the same $2000 welcome bonus. This goes against the casino's terms and conditions as it gives you an unfair advantage by claiming the first deposit bonus multiple times. If you had only one account, you would have been eligible for the welcome bonus once. Could you comment on this?