Ag Awards

Red Queen Casino - Unfairly blocking account and withholding balance

Complaint Info
Disputed casino Red Queen Casino
Reason Double charge/Refund
Posted on July 16, 2018

I am < personal information removed > from Mauritius, i have registered an account with Red Queen Casino and i have made a first deposit using my own credit card which is acceptable by the company. i have also received first time deposit after i start playing a slot game call GOLD i have start losing and my fund and i keep focusing for a good lap of time then am luckily hit a jackpot. just after i hit the jackpot the company closed my account where i have available fund of $2700+.
I have contacted the live chat support of Red Queen Casino they inform me that they review my account and found some abnormalities. i should not have been able to sign up an account from my jurisdiction. with great difficulty i called the main office to ask a clear explanation on that issue they said they will send me mail. i have sent several mail to seek explanation but in vain they never respond.
Its very clear there is something fishy in this matter.i want to get my fund back thats all i need from them its my right to claim my fund.
Please kindly do the needful to solve this issue.
Looking forward to have a positive response.

Posted on July 16, 2018

Dear @riiazdil777,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on July 19, 2018

Hi I have received this complaint I’m away atm will reply when I have managed to investigate

Posted on July 23, 2018

I have managed to take a look at this now that i am back in the office and i have sent an email on this case to the Ask Gamblers team.

Posted on July 25, 2018

Spoken with the Ask gamblers team and they have reviewed the evidence provided by ourselves and concurred that player's breached the sites terms and conditions, and as such we took the decision void his bets and return his deposits

Posted on July 25, 2018

AskGamblers Complaints Team have been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact that Red Queen Casino acted in full compliance with their Terms & Conditions. Player failed to meet the verification process and that is why account was blocked and winnings confiscated and by that act breached casino term #2.13

To have an account with us, you may be asked to prove your identity. In this instance you will need to provide, a valid Passport or Driving licence, a Utility bill showing proof of residence, and/or a copy of the bank statement with transactions to Easigames clearly stated. Due to the great variation in other forms of Photo ID documentation, we may not be able to accept all forms of government issued ID other than those stated above. Failure to provide this documentation can result in the suspension of your account and withholding of any funds.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

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