ShinQueen Casino - プレーヤーは、出金を阻止するために異例のKYC要求に直面しています。

I recently registered on this site and played with the initial bonus.

Fortunately, I managed to make about $5600 available for withdrawal, and after going through the KYC process, I made a withdrawal request.

However, in the additional KYC process, I was asked to "please take a photo with a landmark in the background so it is evident that the photo was taken at your last login location."

This was the demand made.

Of course, I had no issues with submitting this document and even asked the support staff about various details such as where I should take the photo. I was then told that my last login location was in a prefecture I am certain I never visited during that period.

I hadn't travelled outside my local prefecture during that time and when I explained this, I was simply asked to take the photo at a place that seemed likely. I took a photo with a nearby station in the background, which I presumed to be the last place I had logged in from, and submitted the document, but it was rejected.

No matter how many times I ask, they will not tell me my last login location. It's quite unreasonable that, despite not travelling outside my prefecture during the relevant period, they expect me to submit a photo of an unknown location and won't approve it unless they are satisfied.

While I am trying to make a withdrawal and have stated that I am willing to travel to the location in question and take a picture, they are instructing me to take a picture of a location outside of my prefecture that they refuse to disclose.

As it stands, I could make numerous attempts to cooperate and take photos, but if the New Queen Casino site simply says "that's not the right place," it would all be over. Furthermore, we've had numerous discussions about this matter, but they adamantly refuse to change their position. As such, there's nothing more I can do from my end.

If they refuse to make the withdrawal, then at the very least I would like to bring down the rating of the other party and hence, I posted here. Even if I were able to withdraw money due to this post, I will never play on this site again.

少し前にこのサイトへ登録をし初回ボーナスで遊びました。

運良く5600$ほどを出金可能になり、KYCも通して出金の依頼を出しました。

しかし、追加のKYCで『最終ログイン地点で撮影したことがわかるようにランドマークが映るように撮影をお願いいたします。』

このような要求をされました。

もちろんこの書類を出す事も何も問題なく、どの周辺で撮影すればいいかなど色々とサポートの方に聞きました。

その際に最終ログイン地点が、私がその期間に絶対に行ったことのない県外だと言われました。

私はその期間県外に移動しておらず、その旨を説明したところ心当たりのある場所での撮影をするようとしか言われました。

最後に開いたであろう場所で、近場の駅の背景を入れて撮影をし、その書類を提出したのですが却下されました。

最終ログイン地点を何度聞いても教えてもらえず、そもそも該当期間を県外に移動もしてないのに、知らない場所の写真を向こう側が納得しない限り許可しない状態です。

私は出金を求めているので、その地点を教えてくれればそこに出向いて撮影をしても良いとまで言ってるにも関わらず、相手側はそれらを公表せずに県外の何処かも分からない場所の撮影をしろとの指示です。

現状のままですと、私がどれだけ協力をして撮影を試みても、新クイーンカジノサイトが一言そこは違うと言われればそれで終わりになります。

そしてこの話し合いは何度かしましたが相手側が意見を頑なに変えませんので、私からは打つ手がありません。

出金がされないのなら、せめて相手方の評価を下げたい思いでこちらに投稿をしました。

この一件で仮に出金が出来てもこちらのサイトで二度と遊ぶことはありません。

Dear koukun55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

We understand that KYC certification is important.

I will try my best as well.

However, the other party's demands are unreasonable and they are forcing us to perform authentication that is unmanageable.

I have sent you an email for details.

Please thoroughly lower your rating here.

KYCの認証が重要というのは理解しております。

私も可能な限り努力をしたつもりです。

ですが、相手方の要求は理不尽で手に負えない認証をしろと迫られています。

詳細に関してはメールで送りました。

こちらでの評価を徹底的に下げて頂ますようお願いします。

Thank you very much, koukun55, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear koukun55,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite ShinQueen Casino representative to join this conversation.

Dear ShinQueen Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello Mirka,

I hope this email finds you well.

Queen Casino holds right to request the player KYC documents to prevent any kinds of risks on our platform.

However, player qckoukun55 is currently under KYC process and we kindly request him to provide the photo of his last login

location.

His withdrawal will be process after we verify his KYC documents.

Best regards,

Queen Casino

New Queen Casino wrote a post, so I will contact you again.

During the period I played at New Queen Casino, I was never outside the prefecture.

We have already explained this to people on live chat.

However, in response to the live chat, I was asked to take a photo near the last login point, and at that time I received an answer that said I was outside the prefecture.

I have no way to authenticate at this point. This is because there is no evidence that it has moved.

They insist that they were detected [outside the prefecture], so I have told them many times that I would like to know the login point so that I can go to that location and take photos.

I have told them that I can go and take pictures even if I have never been before, and I have also taken a picture of the nearest station, which is the last login point I remember, in the background, and I have already submitted the documents. is.

This also tells you about the points of compromise. Why don't you stubbornly tell me the information about the last login point?

I will also tell the casino guru.

I have repeatedly expressed my intention to cooperate with KYC as much as possible.

It is the New Queen Casino that is refusing to accept this step by step.

You may not be able to withdraw this money.

I would like them to be given a fair evaluation so that there are no more victims.

新クイーンカジノの方が書き込みをされたので改めて問い合わせします。

私は新クイーンカジノで遊戯をしていた期間に県外に居たことは一度もありませんでした。

その旨は既にライブチャットの方へ説明をしております。

しかし、ライブチャットの回答は最終ログイン地点の付近の写真を撮影するよう言われ、その際に【県外】との回答を得ています。

この時点で私には認証する術がありません。移動した事実がないからです。

そちらが【県外】で検出されたと言い張っておりますので、そちらの地点まで出向いての写真を撮影するので、ログイン地点を教えてほしいと何度も伝えていますね？

こちらは行ったことがない場所でも撮影しに行ってもいいと伝えてますし、私が覚えている最終ログイン地点の最寄り駅の写真を背景にも撮影をしており、その書類も提出済みです。

こちらは妥協点も伝えております。何故頑なに最終ログイン地点の情報を教えないのですか？

カジノグルの方へもお伝えします。

こちらは極力KYCに協力する意思を何度も伝えました。

それを一歩的に拒否されているのは新クイーンカジノ側です。

このお金は引き出せなくなっても構いません。

これ以上被害者が出ないように彼らに正当な評価を下して頂きたいです。

Dear koukun55,

For further clarification, could you please specify, if you were accessing the website from different devices or locations? And were you connected through wi-fi at home, mobile data, or wi-fi in a public place?

Thank you.

Just this smartphone.

As for where, I play in my free time, so I often play outside of my home.

This time I was playing outside too.

I only use this smartphone. I have never used it on public Wi-Fi, at home, or on anyone else's Wi-Fi.

Just playing outside is enough to get them to treat me like this, using that as an unfounded accusation.

このスマートフォンだけです。

場所については空いた時間に遊んでいるので自宅以外でもよくプレイしてます。

今回も外出先にて遊んでました。

このスマートフォンしか使用しておりません。公共のWi-Fiや自宅のWi-Fi、他者にWi-Fiも使ったことはありません。

外で遊んだだけでそれを言いがかりとしてこのような対応をされています。

Dear koukun55,

If you are able to access your account, can you try to log in at home, and then take a photo and send it to the casino, since it would be your last login location? Would it be an option for you?

I can submit a photo of my home as soon as I'm at home, but does that mean my home is the last place I logged in?

I work in the transportation industry and will be able to return home in about a week.

自宅の写真は自宅にいるときならすぐにでも提出できますが、その場合は自宅が最終ログイン地点でいいのでしょうか?

私は運送関係に携わっており、自宅に戻れるのが大体1週間後とかになります。

Dear koukun55,

Could you please clarify, if you have been able to provide the casino with the requested photo?

Thank you.

Dear koukun55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.