Queen Vegas Casino - Stolen winning

posted on November 8, 2013.

After wagering bonus, when money already become real, I placed bets more than 10% from issued bonus, they told me that I breached rules(It's not true) and confiscated all win

Live chat session:

You are now chatting with 'Ilze'

aleksejs romanuks: hello

Ilze: Hello I can see you were talking to Viktorija aregarding your winings

aleksejs romanuks: hello, can you speak russian?

aleksejs romanuks: yes

Ilze: latvian?

aleksejs romanuks: no, russian, english

aleksejs romanuks: i had wagered bonus and 80$ were stolen from my account

Ilze: One moment please while I have a look at your account.

Ilze: Thank you for waiting

Ilze: I can see on your account that while you had last bonus on your account you were placing bets that were higher then 10% of your bonus amount

aleksejs romanuks: no

aleksejs romanuks: it's not true

aleksejs romanuks: i placed bets only after bonus was wagered

Ilze: I have checked your play

Ilze: you can see on game history

Ilze: you can see it in bets on Medusa slots

aleksejs romanuks: yes, i placed high bets, but with real money only

Ilze: on 6.11.2013

aleksejs romanuks: i played medusa with realmoney

Ilze: while you have bonus

Ilze: even if you play with real money

Ilze: you can not place higher bet then 10% of your bonus balance

aleksejs romanuks: there was 0 in bonus balance

aleksejs romanuks: when i played with high bets

Ilze: yes I understand you this is showing on your account

Ilze: if you open game history

Ilze: you will see the bets that were made on each game

aleksejs romanuks: yes i checked

aleksejs romanuks: max bet was 0.50

aleksejs romanuks: why you are trying to cheat me?

Ilze: this was checked by Risk department

Ilze: and it was final decision as you breach our terms and conditions

Ilze: winnings were removed

aleksejs romanuks: if you want I can send you game history, there is no bets more than 0.50

aleksejs romanuks: than they should recheck their mistakes

Ilze: sir I was checking your bets and saw bet of 47 on 6.11.2013 on medusa

aleksejs romanuks: 47$ per spin?

aleksejs romanuks: why I don't see that in my game history?

aleksejs romanuks: total wager 25$, total win 57.24 on 6.11.2013

Ilze: also you place bet of 1.1 and 2.3

aleksejs romanuks: i sent you screenshot to [email protected]

aleksejs romanuks: check please

aleksejs romanuks: with game history

Ilze: on the same slot game which is higher then the maximum allowed

aleksejs romanuks: check screenshot please

Ilze: from which email address you sent the email?

aleksejs romanuks: [email protected]

Ilze: thank you

Ilze: i can see you have opened only 1st page from 6

aleksejs romanuks: i can send you others too

Ilze: on the right top side you will see 1 of 6

aleksejs romanuks: please wait a minute i'll send other 5 pages

Ilze: we can see your game history on your account

Ilze: there is no need to send us screen shots as this was final decision by Risk department

Ilze: it wont be changed

Ilze: we can re add bonus if you wish and you play according to our bonus policy

Ilze: or you can continue playing without bonus then there are no restrictions to play

Ilze: on any games

aleksejs romanuks: sent

aleksejs romanuks: but can you understand, that rules was not breaked

Ilze: after checking your account our Risk department discovered that you breach the terms and conditions

aleksejs romanuks: but they made mistake

aleksejs romanuks: or you think it's not important?

Ilze: as it was final decision of Risk department there nothing can be done

aleksejs romanuks: they have to recheck

Ilze: all players are important to us

aleksejs romanuks: if I'll post that chat session, and game history screenshots, you will lose many players

aleksejs romanuks: is it worth 80$?

Ilze: as this is state in terms and conditions once bonus policy is breached winnings are removed form account

Ilze: your account is now with 20$

aleksejs romanuks: once breached i afree

Ilze: the deposit that you have made

aleksejs romanuks: but why whe was not breached

aleksejs romanuks: whe=when

Ilze: you had active bonus on your account while placed higher bets than allowed

aleksejs romanuks: not true, I checked game history

aleksejs romanuks: please take a look at screenshots i sent

Ilze: One moment please

Ilze: I am checking the screen shots that you have sent

aleksejs romanuks: yes?

Ilze: i see that you had 2 bonuses one for 10 and one for 20

aleksejs romanuks: yes?

aleksejs romanuks: it's monthly bonuses

Ilze: any bets that were placed over 1 was more than 10% , so this is Placing single or multiple bets equal to or greater than 10% of the value of the bonus credited to the player account on a single game or hand, increasing the balance then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for that bonus.

Ilze: the second bonus of 20 , when we check you played games of more than 2 usd, so this was also equal to or greater than 10% of the value of the bonus credited to the player account on a single game or hand, increasing the balance then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for that bonus.

aleksejs romanuks: i know that, why you copy and paste it again

aleksejs romanuks: did you checked screenshots

aleksejs romanuks: you told me that i played 47

aleksejs romanuks: were you able to find that on screens?

aleksejs romanuks: can you answer please?

Ilze: one moment please

aleksejs romanuks: sure

Ilze: from checking your screen shots, we cannot see this information

Ilze: from our information that we have on all games except medusa you have played more than 10% of the bonus value

Ilze: for tropical juice, you played 1 usd and 3 lines, this is a total of 3usd

aleksejs romanuks: it was with real money

aleksejs romanuks: 100%

aleksejs romanuks: i declined payout of 180 before playing tropical juice

aleksejs romanuks: you are trying to give me wrong info

Ilze: if you go through the games in your game history and look at the denomiation and lines played , this will show that the games are played with more than 10% of your bonus

aleksejs romanuks: no

aleksejs romanuks: as I told higher bets were placed only after wagering bonus

aleksejs romanuks: when money become real

aleksejs romanuks: without bet restriction

aleksejs romanuks: you have to agree, that you made mistake

Ilze: this has been checked by our risk department and the bets were placed whilst you had the bonus

aleksejs romanuks: please check carefuly

Ilze: this has been checked carefully

aleksejs romanuks: than give me info

aleksejs romanuks: which game, when

Ilze: we have given you all the information

Ilze: you can check your games in your game history

aleksejs romanuks: from that info, which you gave me rules were not breached

aleksejs romanuks: just stolen 80$

Ilze: we removed the $80 as per our terms and conditions

aleksejs romanuks: you tell me about big bets on games, that I played with real money

Ilze: we have cancelled his withdrawal request, removed winnings and returned his last deposit back to real money balance, as he has won breaching our T&C:

Ilze: Placing single or multiple bets equal to or greater than 10% of the value of the bonus credited to the player account on a single game or hand, increasing the balance then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for that bonus.

Ilze: as advised you can find the games by checking your game history sir

Ilze: all the games except medusa which is the screen shot you sent were above 10% of the bonus value

aleksejs romanuks: I checked and did not found anything that breach rules

aleksejs romanuks: may be you have to contact risk managment?

Ilze: please double check the games sir

Ilze: check the coin value and lines played, then see the total of how much the bet was

Ilze: the risk department have checked this and this is their decision

aleksejs romanuks: I checked 10 times, found nothing

Ilze: try closing the game client, then re-opening and then going to game history and select date and see the information for denomination and lines played

Ilze: to se the game and information please click on the game id

aleksejs romanuks: tell me atleast one game that I played with Bonus money(Not Real) with high bet

Ilze: Please double check the games

aleksejs romanuks: you told medusa, but it's not true

Ilze: sir the risk department have said that slot games were played with 1.10 usd , 1.5 usd, 1.25 usd all these were over 10%


aleksejs romanuks: game please

aleksejs romanuks: atleast one spin

Ilze: game 300 shields

Ilze: : at 22,29, you had 10 in your bonus balance, you bet 0.20 on 25 lines, this is a total of 5usd

aleksejs romanuks: checking

Ilze: you played 6 games for the same amount from 22.23 to 22.29 with 10usd bonus balance

Ilze: this is more than 10% of the bonus value

Ilze: this was the 6th november

aleksejs romanuks: nothing found again

aleksejs romanuks: max bet 0.60

Ilze: again on the 6th November the same game 300 shields, at 20.44, you had 0.18 in your real balance, you had 9.99 in your bonus balance, you played 0.20 and 25lines with your bonus balance this is more than 10% and you used the bonus balance

Ilze: I have given you the game details

Ilze: please double check the game history

aleksejs romanuks: 0.20 3 line

Ilze: С бонусът можете да играете на Слотовете и скрач игри само ,не може да бъде ползван на всички игри, които са изключени

Ilze: Както е посочено в нашите Общи условия, рискувате печалбата ви да бъде отстранена

Chat InformationChat session has been terminated by the site operator.

posted on September 6, 2016.

This complaint has been reopened due to the declared willingness on behalf of QueenVegas Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

posted on September 6, 2016.

Dear @alex22rom,

AskGamblers Complaints Team have been provided by valid evidence on behalf management of QueenVegas Casino where it is clearly displayed that player breached maximum betting rule. Player by these actions violated general term # 6.

While making bets to wager any deposit bonus/offer (free or deposit) the maximum bet permitted is 5 (eg, 5 EUR, 5 GBP) or 10% of the bonus amount (the lower amount applies) Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)

Please let us know are you satisfied with their decision and that your deposit was returned. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.