I want to ask you about help with my balance removal. Red Queen Casino gave me 10EUR bonus with x75 wager. After wagering my real cash account was 200EUR, after 2hours my account was blocked. After 2-3 weeks I sent documents for verification and my documents was accepted. My account has been unblocked but my winning beed removed(When i ask support team they assured me that my winning is safe) . Now support team refers to term point ""The bonus will only be valid for 7 days" My question is that winnings after wager (real cash) are still bonus? I think probably no.. Can you do something with my problem? Thank You for Your Help!
Good Morning jakub,
The referenced issue is currently ongoing - at this point it is being reviewed & discussed by Senior Management at Red Queen Casino. This is an issue of high importance, in which Red Queen Casino has always been very clear & transparent about how the complaint referral process works. Going forward you can expect an email soon regarding your complaint with an outcome that the casino deems to be a fair conclusion to your case in question. Thank you for your continued patience, The Red Queen will be in contact shortly - have a nice day.
Still waiting for RQC reply
Good Afternoon Jakub,
Our review process carried out by senior management has now been concluded.
The outcome of your case, is that Her Majesty The Red Queen, will credit your account with the €200 in question.
This remote situation has seen the Casino take a favourable view point in regards to your case; The Red Queen always likes to exhibit a favourable judgment despite uncertainty regarding this quandary.
To bring the matter to a close, The Red Queen would like to reiterate that this is an action by which an ‘Ex Gratia’ payment has been sanctioned.
Are you satisfied with the casino's response, can we close this complaint as resolved? Please be informed that if you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.
I think everyting is ok now, my balance was credited for 200€. I will try to withdraw my money on monday and i hope that everything will be fine. Thanks for your help and for RQC understanding : )
Based on player's last comment, we consider this case as resolved and it is now officially closed.