Complaint #58 QueenVegas Casino

Delayed verification and payout of €5,000

By Franky4Finge

8 years ago

I came to queen vegas through a know twitch stream (roshtein). Deposited 950€ with both options credit card and bank transfer on different dates in July-2018. I did some great winnings (23k€ so far) and now i want to cash out the first 5k€. I submitted my documents as requested and they have been approved. Screenshot attached.

- passport => verified
- credit card + bank => verified
- bill from flat included utilities (with adress and name) => verified
- deposit confirmity => first try declined cause i had no clue in which form it is needed, second try => no response til now (2 days)

The withdraw status is still "player pending" what i dont really understand.

Please give me status and tell me when the withdraw will be transferred.

Best Regards
Ing Kognito (Franky4Finge)

Disputed Casino QueenVegas Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

8 years ago

Upon QueenVegas Casino explanation, and player's confirmation that he used false name prior registration of casino account, AskGamblers Complaints Team confirm the QueenVegas Casino actions in this particular case as justified and in compliance with their terms and conditions. The player unfortunately violated casino term #6.4 by this act.

6.4. All information supplied when you register with the site MUST be accurate, complete and not misleading in any respect. We reserve the right to confirm a customer's address by any means available, including but not limited to posting an address verification letter by mail to you, contacting you by email, phone or live chat. If the attempt to verify the details supplied during registration is not successful no winnings will be paid.

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.

QueenVegas Casino

• Representative

8 years ago

Hi Frank

Your username at QV is Franky4Finge and the name you types in has been In Kognito

You even wrote this with capital letters

We can not accept your documents as they show another name so we can not verify if that is really you or someone else. Compliance has blocked your account and it needs to be blocked. Your Deposit has been send back to the payment method which has been used for depositing.

Askgambler can maybe let us know what they would need of us so we can close the case.

Franky4Finge

• Austria

8 years ago

Okay, the casino is not able to answer my questions, the support was never present anyway.

The solution of the casino to this problem is now after 1 month my all buy-in (950 €) back to transfer and block my account.
I had about 20,000 € profit and wanted to make the first payment of 5,000 €.

The reason is because I used my "gaming name" when registering. (my email is like that too). All documents have been verified but now before disbursement this is the reason to block my account and save 19.000 €.

All this attention to the correctness of the data is pulled through by a side that does not even stand up for bank transfer with "queen vegas".

this approach is a joke and bordered on fraud, so I will turn on this topic my lawyer because i have everything documented and screenshoted. The "incorrectness" of my data would never have been a problem had I not won and caused the casino costs.

If this is your last proposed solution on this subject you will soon expect a fraud report. You can also be sure that this procedure will be published.

I feel really ripped off by you as a provider and cheated cause your support would not have returned in 100 years to adjust the data.

QueenVegas Casino

• Representative

8 years ago

I'm going through your account with compliance and support but I'm still not sure why someone would put for name and surname his email inside.. given that we have german language its a bit weird and i speak german fluently.

I will let you know what's the final decision.

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