Complaint #29 QueenVegas Casino

Not paying withdrawal, Not providing help and explanation

By reu

8 years ago

Very bad experience with withdrawing which still has not been resolved. I have provided them over 5 documents and my bank swift code. I uploaded 3 documents but they then appeared to disable my ability to both use live chat and upload more documents so I emailed the other 2 documents. They have stopped answering my emails and have declined my withdraw 2 times with no response. It says you must withdraw to the method you deposited with on their website, but one of their agents gave me a stock response about setting up a neteller account. However there is no option to withdraw to neteller.

So basically I have $900 in Limbo, constant withdraw declines with no reasoning, and no way to contact them. They haven't answered over 5 emails and they have disabled the live chat function on my account. However i can still play with my money and i can still deposit more. This has been a very bad experience where they have shown they are happy to take my money, but appear to have no intention to pay winnings, probably the worst ethics a gambling site has ever shown to me.

Disputed Casino QueenVegas Casino

Reason Declined payment

Amount $900

Discussion

AskGamblers

• Support Team

8 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

reu

• 2 reviews

8 years ago

I have now received the first payment from Queen Vegas. Thank you for helping me resolve this.

reu

• 2 reviews

8 years ago

Thanks for the help. My withdraw has been processed and once I see funds in my bank I will be happy this is resolved.

I think the break down in customer satisfaction happened because of the very slow replies and misinformation regarding how to withdraw. Though it appears it may be all resolved in the end, the mix of different issues lead to the bad customer experience.

-Withdraw declined but the email didn't state why
-The withdraw screen says you must withdraw to the method used to deposit, however this was impossible.
-Slow response times on replies
-Original response was under detailed and not entirely accurate
-Live chat function was un-clickable on my account.
-Document upload feature was not working

Queen Vegas appears to have update their site in the past few days, and the new site is a lot better.

QueenVegas Casino

• Representative

8 years ago

Hi Reu,

We are sorry for the inconvenience you experienced. There was a delay with your payment, as the team was waiting for an alternative method to send your funds and they proceeded as soon as they got the details. Support also informed you about that and did respond to your e-mail.

So, your withdrawal has now been processed to Wire, it takes 2-7 business day for this to show in your account.

We didn’t disable Live Chat and we are not sure what you mean by this. Maybe you could forward to me more details on what’s happening when you try to connect to the chat?

Regards,
QVAff Team

QueenVegas Casino Complaint Stats

Resolved 29 / 33

Avg. Amount $1,121

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

QueenVegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 21 out of 24 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

QueenVegas Casino Complaints

See all complaints for this casino

Delayed pending withdrawal

I have a pending withdrawal with queenvegas casino for 170 pounds their site says it will be dealt with within a few hours and released to the card I paid with so I was happy with that. 12 hours went past nothing so I messaged live support and email support saying why is it still pending got a pointless response from both that were basically word for word the same message they can see I have a pending withdrawal and it will get looked into within a few hours. Surprise surprise it's been well over a day now and messaged both the supports again and got exactly the same message as I did yesterday which I have attached

Unresolved

£170

Delayed verification and no reply

I deposited £30 onto QueenVegas and won up to £600, when going to withdraw the amount they are asking for ID verification, this is nothing new so i had the details and pictures ready to go. Sent the Verification picture off and 48 hours later still no confimation that they have recieved the picture let alone a status on the verification process, tried the live chat and keep getting put with the bot even when asking to talk to an operator sent emails to the support and still no reply

Resolved

£600

Cannot withdraw the funds, and no one is not responding

Hi there. I have been using Queenvegas for about 10 years with no issues. I recently had a reasonable win and I’d like to withdraw some of that balance. However, I can’t.

The withdrawal process is disabled, saying I need to provide identification/proof of address/funding etc. I have done all this including a written declaration saying I can afford to fund the games. I have received emails to say the documents have been verified and accepted, but I STILL cannot withdraw my funds.

There is no outstanding bonus on my account, and I cannot get them to respond to support emails, (7 so far), or live chat which is just a bot. I’m getting very frustrated and pissed off.

Any advice about what I can do is gratefully received!! Thanks

Unresolved

£400

Deposit Amount not reflecting in main deposit section

I signed up base on collective review and made 200£ deposit initially which was reflected instantly in Deposit section as real money but in 2&3 time when I made the deposit successfully then amount is not reflecting in main deposit section But same amount can be seen in deposit history. NOT sure how to get this issue resolves. There is no way to contacting to supporting team even no response from email.

Appreciate if any suggestions here.

Unresolved

£300

Withdrawal Issue

I got a 100% deposit bonus. So deposited £10 and received £10 bonus. I played with my real money funds first obviously. I played big bass bonanza megaways and managed to turn £10 realoney funds into £50. As per the bonus terms and conditions. If I didn't touch my bonus funds and want to withdraw I can. So I tried to withdraw and it came up with a message saying if I wish to withdraw, I need to contact support amd ask for the bonus to be cancelled.

So I went onto live chat on the 9th of July to request the bonus to be cancelled so I can withdraw. I have not had a reply. I have sent many more messages on live chat since and not had a single reply. I've even emailed them on [email protected] and still had no reply. And still my bonus hasn't been cancelled and is still active.

Please can this be sorted out? I would like to withdraw my £50 cash which is rightfully minep

Unresolved

£50

Over a week later still no withdrawal

Withdrawal CTK #765108
I have been waiting well over a week for my withdrawal checked on account saying processed but I have not received any email confirmation transaction identification code saying it’s processed and on it’s way from the payment department? Tried numerous times a lot emails phone calls messages but I get no response as if u ignore me I have checked all my inbox and spam and nothing has been sent to me by email this is not the way to treat your customers in this manner? My user On account Jamesnic1

Resolved

£120

Delaying payment and verification

So I made a deposit of 150euros on Queen vegas casino at 14.2.2022 and managed to get lucky and got my balance up to 7000euros. Well I had been asked to provide documents before I could play with real money, so I had sent Queen vegas casino all the required documents (phone bill, picture of my id) and before I could make a withdrawal I was asked for a picture of my Credit card, which I provided.

The card is a combination card visa credit/debit with debit number on the rear of the card. So all the documents were approved and I proceeded to make a withdrawal of 5000euros (on 16.2.2022), which is this casinos limit for one withdrawal. Well, for some reason the withdrawal was cancelled.

Now when I try to make the withdrawal again, the casino is asking for a picture of the credit cards front side, which I have sent again, but I just get a reply by e-mail that I have sent the same document again, even when I sent a gif which clearly shows both sides of the card. I have asked Queen vegas multiple times on live chat and by e-mail what picture they are wanting of the card but haven't received any answer. I am getting really desperate to solve this issue since they don't seem to be replying on what I have to do to complete my verification and move on with the withdrawal of my funds.

Resolved

€7,000

Withdrawal delayed by QueenVegas

Hi guys

This casino, i won a good amount of money i withdrew 5k at first they asked for my verification documents which i provided, few days later i was verified and able to withdraw £5000 i heard nothing for days went on chat numerous days and times just got told it was processing constally no update nothing. Finally i got an email asking for just my bank details i sent my account number and sort code, i heard nothing back again i went back on chat they told me they needed my swift and iban which i provided on a new email and chat, for over a week i was on and off chat trying to get details or a update whats happening all they kept saying it was with the payment team and they would email once its processed its now been 9 days and they still giveing me the same speil this casino is a joke.

Thanks anton please see screen shots attached

Resolved

£5,000

No support in resolving €10 bonus issue

best ask gamblers support,

for several days now we are ignorred as you might say by the casino after contact for a deposit bonus that did not add to the account after the deposit. by mail we recieved the queenob1 deposit that would offer us a 100% bonus and 50 spins on pink elephant slot for a €10 euro deposit with the queenob1 code. we pressed claim bonus in the button in the mail offer and were redirected to a casino page thats again shows the offer and needed to press claim on that page to be redirected again to the casino home page where we signed up. we made the deposit and with it filled in the code for the bonus. and was accepted without any error. but after the deposit only the deposit was in the account without the bonus. immediatly we found the support button to mention this but then and every other time we tried chat is not availeble so we left multiple offline messages from within the casino when logged in. we did get some response but just to ask our personal data because somehow they were unable to find the account. what is realy a mistery to us because the mail they sent the reply to is the one used to sign up and we recieved the deposit confermation in. also we added all the personal data and even added screenshots from the account page. but still no help is offered but just a mention to the live chat that always seems to be unavaileble when we log in to our account. we did claim a free 5 spins offer also and immediatly after playing the spins we recieved a mail and to try again to get any help or contact we replied to that mail and still nothing in return or resolved. we added as much info as possible so we hope you will get any response to resolve the issue before we decide to colse our account at the casino and file a casino complain.

kevinh82nl

Resolved

€10

Free spins not credited, support is non-existent

I received an email stating it was women's day and that they had a promotion on going and they were giving me 50 free spins on Lady Of Fortune however those were never given.

when I logged in it look like they were in my reward section I accepted them but then they were not on the game the problem with me attempting to contact them is that there you are never online and they do not respond to my email they say they have online support however they're never available it's always a form email so I did it twice I'm on my third time and I emailed them through my email and I still have not received one email back I'm reaching out because I need someone to apply what I was promised and no one's responding it's quite irritating

Resolved