ShinQueen Casino - Спорная операция по аккаунту со стороны игрока.

I received a $30 birthday bonus.

The wagering requirement for withdrawal was 30 times, and I was winning in my plays

with only about $300 and a little more needed for the rest of the required play,

my balance had also increased to around $300.

However, it suddenly dropped to 0. When I checked, I was told that

I had cancelled it through my own operation.

I didn't cancel anything at all, and even if there was an operation error,

I told them that I had no intention of canceling, but they never listened

to me and kept insisting that a cancellation has been processed.

バースデーボーナスで30ドル貰いました。

出金賭け条件は30倍でしたが、プレイに勝利して

残りのプレイが必要な額が約300ドルちょっとで、

わたしの残高も300ドルくらいまで増えていました。

それが、突然0になり確認したところ自身の操作で

キャンセルがあったと言われました。

わたしは全くキャンセル処理などしていませんし、

仮に操作ミスがあったとしても私にキャンセル意思は

無いと伝えましたが、キャンセル処理が入っているのでの

一点張りで何一つ話を聞いて貰えませんでした。

Dear Mona0518,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you see the birthday bonus in your bonus history?

Could you kindly send me any communication between you and customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I sent the photo via email

メールで写真を送信しました

Thank you for the email.

When you look at the bonus, you can see the following:

Is there any chance you canceled your bonus by mistake? Have you seen any pop-up warning when you clicked on canceling the bonus?

I think there is a possibility that I pressed it by mistake, but I didn't press cancel on purpose, so I don't think there was any warning.

誤って押してしまった可能性はゼロでは無いと思いますが、わたしの意思でキャンセルは押していないので警告は絶対に出ていないと思います

Thank you very much, Mona0518, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

お願い致します

Hello Mona0518,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite ShinQueen Casino to join the conversation.

Dear ShinQueen Casino,

Can you please provide more information on how the player supposedly canceled the bonus? Is there a confirmation message displayed to players if they really want to cancel the bonus to avoid any "misclick" or "mistap" ?

Thank you very much.

We are waiting for a response from the casino.

よろしくお願い致します。

カジノ側からの連絡お待ちしております

Hello,Michal,

michal.k@casino.guru

We have sent an email to the above email address.

Please check.

Best regards,

Queen Casino

Dear ShinQueen Casino team,

Thank you for your email with an explanation and evidence.

Dear Mona0518,

After gathering all the necessary information and evidence, it was established that you had canceled the bonus on your own initiative. The casino system has a confirmation pop-up message in place for confirming the cancellation of the bonus, and this was confirmed by you as well, so we cannot talk about unintentional bonus cancellation. The casino team has tried to explain this to you already, but it seems you didn't want to understand that the error was most likely on your side.

Unfortunately, it is quite an industry standard that once a bonus is canceled, it cannot be reinstated. With all this being said, I'm forced to close your complaint as unjustified, as I cannot see any wrongdoing from the casino team. I can only advise you to be more careful and also read the bonus T&Cs before you claim any bonus.

I am sorry we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru