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QueenVegas Casino - Not paying withdrawal, Not providing help and explanation

RESOLVED
Posted on October 10, 2017.

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.

Posted on October 12, 2017.

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

Posted on October 14, 2017.

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.

Posted on October 16, 2017.

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

AskGamblers
Posted on October 16, 2017.

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.

QueenVegas Casino complaints

  • 25 of 25 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 816 USD avg amount

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