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QueenVegas Casino - No support in resolving €10 bonus issue

RESOLVED
Complaint Info
Disputed casino QueenVegas Casino
Reason Bonus not given
Amount € 10
kevinhnl Netherlands Message
Posted on June 10, 2019

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

kevinhnl Netherlands Message
Posted on June 10, 2019

after we made our deposit with the code recieved by mail on 01-06-2019 we contacted every day.
also we replied to the mail send to us for our personal data but without any reply what so ever.
the live support refered to in there mail is never online and when we use the option to leave a message from within our account to the so called offline support we only recieve a reply that the mail has not reached the casino suppport and is stated as followed:

The recipient server did not accept our requests to connect. Learn more at https:­//s­upp­ort.go­ogl­e.c­om/­mai­l/a­nsw­er/7720 [offlinesupport.com 207.148.248.143: timed out]

our opinion to line in the mail with the offer that it is one of the highest rated casinos is nothing more than a joke.
butt one we certainly can't laugh about.

10 days have past and the so called 24/7 support ahs not done a single thing to offer us the help you might expect from support since thats just what they are there for. as they point out on there website themself.

kevinhnl Netherlands
Posted on June 11, 2019

10 days after the deposit any two mails to support a day later finaly 50% of the complaint is taken care of.
today after yet another mail with the announcement to repport them as a scam suddenly the casino is able to reply.
the 100% bonus has finaly been added and so are the 50 spins on the thunderkick slot pink elephants and for the delay and make things right they added 20 spins on ninja master. so they say!!
but the 50 spins on pink elephant are not there even worse is that the whole thunderkick provider is not even displayed on the casino
( at least not for the netherlands to play).
again we are waiting for them to reply on that matter.
but so far nothing positive to mention about the casino so far.
you might consider the 20 extra spins as a positive but for us it is just a very little act to fix a very poor handeling of a members issue that has taken them 10 days and should be direclty added after the deposit.
and because of this all we just had our worst casino experiance ever and could not enjoy a single second of our play. probably because nothing went as was told but we did not feel anything like playing a game of chance at all. (personal opinion ofcourse) but still fun was not something we had during the 4 minutes of playing with the deposit and the 7 minutes of playing with the 100% bonus.
bottomline is we wont recomment this casino to any player at all and sugest to find your fun elsewere. for us it would be leovegas as it is already for 6 years of being member.

AskGamblers
Posted on August 27, 2019

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

Posted on August 27, 2019

Dear KEVINHNL,

I hope you're doing well today. My name is Maz and I'm representative of QueenVegas.

Let me explain what had happened and why you haven't received the following bonus offer 100% bonus and 50 spins on pink elephant. This offer was made exclusive for UK players which means that the minimum deposit is 10GBP, not 10EUR... that was the reason why you haven't received the offer when you did deposit 10EUR( in this case it is a bit less than 10GBP that's why)

Please let me know if there was any other issue you where facing with deposits or bonus so I can solve it and please let me know did you finally received your bonus offer, if not we will credit you manually. I would like to apologize for any delay or any inconvenience caused.

P.s. your username is: kevinh82nl is that correct?

Please reply to my comment so we can solve everything.

Looking forward to hearing back from you!

Best Regards,

Maz

AskGamblers
Posted on August 27, 2019

Dear @kevinhnl,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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