Complaint #5 Queenspins Casino

Account disabled and casino does not answer

By Petri S.

4 years ago

Hi.

I have something weird to tell you about Queenspins Casino.

I registered this casino on 18.1.2022 and took their Welcome Bonus. I deposited two times, and on the second deposit I managed to wager the second welcome bonus and made a withdrawal of 1992,8 euros. I posted the KYC-documents in my profile: a photo of my ID, a selfie with it, a proof of deposit and a proof of address (a utility bill).

Two days after that I tried to check the status of the withdrawal. I tried to log in, but I get an error message "Your accont is disabled". I instantly e-mailed the casino (on 20.1.2022) and asked them what is going on. Now it is 30.1.2022 and the casino has not answered me anything. I am very confused about the situation and would be very glad if you AskGamblers could help me to get contact with the casino and also get my well deserved money.

Disputed Casino Queenspins Casino

Reason Delayed payment

Amount €1992.8

Discussion

AskGamblers

• Support Team

4 years ago

Dear @beer12,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Queenspins Casino

• Representative

4 years ago

Dear All,

Please be informed that all the withdrawals were processed to the player in full amount. The player's account was closed as per administration's decision.

Kind regards,
Queenspins Support Team

Queenspins Casino

• Representative

4 years ago

Dear All,

Please be informed that all the withdrawals were processed to the player in full amount.

Kind regards,
Queenspins Support Team

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per Queenspins Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Queenspins Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $5,895

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Queenspins Casino Complaints

See all complaints for this casino

Delayed payment for too long

Hello

I registered and wagered the welcome offer at Queenspins on January 13th. After wager I had 8977 EUR in my balance. I requested 4000 + 4000 + 977 EUR withdrawals.
The casino then closed my account and requested for documents. I have sent them bank statements and source of funds documents for three months, as well as selfie with passport, passport picture, address document, credit card copies.

Their last email was on March 12th and since then I have not heard from them and the chat cannot help.

Could you reach to the Queenspins representative and ask why the delay and if they could complete the verification and payments.

Resolved

€8,977