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QUEEN Casino said that there was a duplicate payment of 693.45 USD on July 18th, and today 484.73 US Dollars and 122 USD were refused withdrawal and confiscated from my account without any notice.

Even though I had made many deposits and withdrawals since July 18th.

Suddenly it was confiscated today.

The 484.73USTD is an increase from the 25USTD2 reward you can get by betting $2,500 within 48 hours of depositing through the deposit quest, regardless of the amount you deposit.

I have received 225 US Dollars in rewards since July 18th, plus 32.5 USD in cashback and 80 USD when my VIP level increased through the level-up quest. These were not deducted from my account and were suddenly confiscated today when I increased my funds.

QUEENカジノで7月18日に693.45USDの重複払いがあったと言われ484.73USTDと122USDが今日なんの通告も無しに出金拒否されアカウントから没収されました。

7月18日以降も入金や出金を何回もしていたのに

いきなり今日没収されました。

484.73USTDの方は入金クエストで入金額に関係なく2500ドルのベットを入金から48時間以内に行うと25USTD2が得られる報酬から増やした分です。

そしてその報酬だけで7月18日から225USTD分受け取っていて、それ以外にキャッシュバックで32.5USD、レベルアップクエストというVIPレベルが上がったときに80USD受け取っています。それらからは差し引きされず私が資金を増やした今日いきなり没収されました。

Hello,

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

To better understand the situation and assist you effectively, could you please provide the following information:

• Could you please describe the issue with a duplicate payment in more detail? Have you received two different withdrawals instead of one, or has there been some technical error while you were playing a certain game?
• Has the casino specified why there was a duplicate payment in your profile?
• Can you confirm if you received any notifications or messages regarding the duplicate payment on July 18th?
• Have you experienced similar issues in the past with this casino, or is this the first time?

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

Best regards,

Veronika

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There is nothing specified in my profile. Withdrawals from Vega Wallet are always instant, but yesterday the page said "Work is under review" and the withdrawal never came, so I inquired via live chat and was told that it was taking time to check my game activity.

When the withdrawal still hadn't been made after 12 hours, I contacted the live chat again and was told that it was taking longer than usual to approve my application.

After that, the withdrawal was rejected and canceled, and the dollars were returned to my account. The email said that the withdrawal was canceled and asked me to check that the withdrawal information was correct and that the deposit and withdrawal were made through the same payment company, so when I tried to withdraw the dollars that were returned to my account again through Vega Wallet, the Tether in my wallet was gone.

When I contacted live chat, I was told that the department in charge was investigating the disappearance of the funds and the refusal to withdraw. I applied for a withdrawal through Vega Wallet again, and the dollars were returned to my account, but they were gone again soon after. I then received an email informing me that there had been a duplicate payment and that the funds had been deducted.

Up until that point, I hadn't received any notification or message about the duplicate payment.

This is my first time

私のプロフィールに何も明記されていません。ベガウォレットでの出金はいつも即出金なのに昨日は出勤は審査中ですというページになり一向に出金されないのでライブチャットで問い合わせたところ遊戯チェックに時間がかかっていると言われ

12時間経っても出金されないので改めてライブチャットで問い合わせたら申請の承認にいつもより時間がかかっていると言われました。

そのあと出金拒否でキャンセルされアカウントにドルが戻ってきました。メールにはキャンセルになった旨と出金先情報は正しいか入金と出金は同じ決済会社で申請しているかを確認してほしいと明記されていたのでもう一度アカウントに戻ったドルをベガウォレットで出金申請するとウォレットのテザーが無くなりました。

ライブチャットに問い合わせると資金の消失と出金拒否については担当部署が調査中と言われました。再度申請したベガウォレットでの出金は再び拒否されアカウントにドルが一旦戻ってきましたがすぐに無くなりました。そのあとメールで資金の重複払いがあったので資金から差し引かれました。と連絡がありました。

重複払いについてはそれまで一切通知やメッセージはありませんでした。

今回が初めてです

Could you please let me know if you noticed any discrepancies in your balance when the technical error occurred?

Did you observe that your account was credited with winnings twice instead of once?

If you have any more conversations with the casino customer support, kindly forward them to me at veronika.f@casino.guru, or post screenshots here.

What does it mean when there is a balance discrepancy?

I didn't notice at all.

I thought it was from playing the slot machine before.

残高に不一致があったというのはどういう意味ですか？

全く気付きませんでした。

その前にプレイしていたスロットで増えたものだと思っていました。

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Queen Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you maa1003 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 the player's winnings were confiscated and what we can 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.

Dear maa1003,

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 Tobique Gaming Commission and submit a complaint to them through the validator on the casino website (validator link). 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

Dear maa1003,

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 Tobique Gaming Commission and submit a complaint to them through the validator on the casino website (validator link). 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