Beschwerde #24 QueenVegas Casino

Support unresponsive since registration and 1st deposit

Von mattjohn

vor 7 Jahren

I opened an account with Queen Vegas 10 days ago and deposited £50. I had a couple of days play and then on the third day got a message to upload verification documents. I supplied all the required info via their website, received a receipt from them for all the documents and an email to say they would be in touch. Since then I have heard nothing. I can't play on real money games, I can't withdraw etc. I have tried over many hours during this week to contact them as I noticed the birth year I entered on registration was actually wrong, my bad eyesight, my fault but it was a 8 instead of and 6 so an easy mistake to make really.
So, I don't know what to do anymore. My latest email to them via their website came back as undeliverable.

Unseriöses Casino QueenVegas Casino

Grund Probleme bei der Registrierung

Diskussion

AskGamblers

• Support Team

vor 7 Jahren

Dear @mattjohn,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

QueenVegas Casino

• Representative

vor 7 Jahren

HI Martin

I think your case is already been handled as you have posted everywhere .

Once your KYC check is done you can play with real money again.

All the best

QueenVegas Casino Beschwerde-Statistik

Gelöst 29 / 34

Durchschn. Betrag $1,115

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

QueenVegas Casino Beschwerden

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400 Euro werden seit Februar nicht ausgezahlt

Ich habe unzählige E-Mails an Queenvegas.de gesendet um mein Guthaben von 400,-€ abzuheben, jedoch erfolgt keinerlei Reaktion. Die erforderlichen Verifizierungsunterlagen habe ich eingereicht und auch die Bestätigung erhalten, dass diese eingegangen und genehmigt sind. Kopie meines vorletzten Schreibens vom 20.02..2023:

Ich möchte eine Auszahlung vornehmen, aber es wird mir angezeigt, dass meine Bankdaten nicht korrekt sind. I want to make a withdrawal, but I see that my bank details are incorrect.

Beste Grüße /Best regards

Beste Grüße Alexander

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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

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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

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Deposit Amount not reflecting in main deposit section

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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

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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

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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.

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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

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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

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