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QueenVegas Casino - Withdrawal declined without any explanation, no further communication

RESOLVED
klayveR Germany
posted on July 11, 2018.

On Saturday, 7th of July, I made a deposit of 20€ with a 100% bonus, which I wagered through with bets below 0.60€. I got lucky and ended up with about 800€ after the wagering was done, continued to play on lower stakes and finally requested a withdrawal of 750€ at about 11:00pm. I immediately manually sent an email to their support with my verification documents, as I had moved and my address needed to be changed (I obviously also sent verification for my old address).

Sunday evening I wrote another e-mail via their customer support "live chat" window, as no one was available at the time, asking what the status of the withdrawal was. On the next morning, I received an answer that stated they couldn't find an account with my e-mail. So I sent a reply with my e-mail address, username and full name. Haven't received any reply yet. While they state the Live Chat is available every day from 07:00am to 01:00am, it is never available, I've constantly checked for the last 4 days. I should also note they state they process the payments on the same day on their withdrawal page (at least for PayPal). If there's a problem anywhere I can understand it'll take longer, but at least inform me if there is one.

Today I received an e-mail saying my withdrawal has been declined with the following explanation, if you can call it one: "Unfortunately we were not able to process your withdrawal. It has now been cancelled." In my opinion, that is not a reason at all. Since I seemingly cannot reach anyone at this casino, I don't know what I need to do to resolve this.

The money went back into my real money balance. The withdrawal cannot be found in my withdrawal history. I just now requested another withdrawal. Please let me know what I have to do to finally receive the money, thank you.

posted on July 11, 2018.

Hi Klayver

Support requestd from you ID and Utility Bill yesterday, which you have uploaded as well yesterday .. give them some time to review the documents and you withdrawl will be processed afterwards.

All the best

QueenVegas Team

klayveR Germany
posted on July 11, 2018.

I received the money 4 hours after this complaint got published, so it's resolved. It seems like uploading documents via their website did the trick. Thanks!

AskGamblers
posted on July 11, 2018.

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.

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