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I received a deposit bonus of $100 and, after meeting the withdrawal requirements, my balance increased to $580. However, when I tried to withdraw, I was told that I violated the terms and could not withdraw.

Moreover, I was deemed fraudulent and my cash balance was confiscated.

入金ボーナス$100もらい出金条件ををクリアし$580になったので出金申請したら規約違反と言われ出金できなかった。

さらに不正とみなされキャッシュを奪われた

Hello tetsda,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Queen 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? Do you or anybody else from your household own an account there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Account verification is March 18th

No one in the family uses it

The last email is March 19th!

アカウント認証が3月18日です

家族はだれも利用していない

最終メールが3月19日です！

Thank you tetsda for all the details provided so far. As we will need more information from the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you tetsda for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Queen Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter