Queen Casino - Τα χρήματα του παίκτη έχουν κατασχεθεί.

At the new Queen Casino,

I was playing pachinko at a place called Heat Pachi.

I found an empty machine, so I sat down

and started playing. From the beginning, I hit a jackpot and my funds increased.

However, those funds were confiscated.

The reason given was that it was not a jackpot that I had secured myself.

What's strange here is:

Why was the machine available as an empty slot?

If confiscation is due to Heat Pachi's mistake, shouldn't it be their responsibility rather than taking funds?

This was an unjust confiscation,

and even when I reached out to Queen Casino, the chat was restricted. They just said it was on Heat Pachi's request and refused to listen to my explanation or take any action.

This confiscation was unjust, so please lend a hand.

新クイーンカジノ内にて

熱ぱち　というところでパチンコをしていました。

すると空き台があったのでそこへ着席し

遊戯を開始、すると遊戯開始時から大当たりで資金が増えました

ですがその資金は没収され

理由は自分で獲得した大当たりではないから

ここでおかしいのが

ではなぜ空き台として解放されていたのか、

そもそも没収されるのは熱ぱち側のミスになるのでできないのではないか

不当な没収であり

クイーンカジノへ問い合わせしてもチャットを規制され、熱ぱちからの依頼なので没収したと言うばかりで説明を聞いてもらえないどころか取り合ってもらえません。

不当な没収なのでどうかお力をお貸しください

Dear taarroo,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you had at Queen Casino, especially regarding the confiscation of your funds after playing the pachinko game.

To assist you better and help us investigate this issue further, could you please provide some additional details:

• Could you clarify whether Queen Casino or Heat Pachi provided any written explanation or formal communication regarding the confiscation of your funds?
• Did the casino or Heat Pachi mention any specific rules or terms that were allegedly violated in relation to the jackpot you won?
• Could you provide any chat transcripts, emails, or other communications between you and Queen Casino about this issue?
• Have you encountered any similar issues at Queen Casino or with Heat Pachi before, or is this the first time something like this has happened?

Your cooperation is crucial for us to proceed with your case and work toward a fair resolution. Without further details and input, we may not be able to move forward with your complaint.

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Could you please clarify whether Queen Casino or Heatpachi provided any written explanation or formal communication regarding the confiscation of your funds?

>>>

There is no formal explanation or document.

When I logged in the morning, my funds were gone, so I contacted support and discovered the issue. I was unable to get in touch with anyone at Netpachi, and Queen Casino only said that they had confiscated my funds because they had been requested to do so by Netpachi.

Did the casino or Heat Pachi mention any specific rules or conditions that you allegedly violated in connection with the jackpot you won?

>>>

It's not a jackpot but a big bonus, a big win.

It is alleged that there was a violation

There were no terms and conditions regarding this.

I also checked the terms and conditions of Queen Casino, but there was nothing about this issue.

And because I can't get in touch with anyone involved with hot pachinko

It has been unilaterally confiscated.

Can you provide any chat records, emails, or other communications between you and Queen Casino regarding this issue?

Have you had similar issues with Queen Casino or Heat Pachi before, or is this the first time?

>>>

You can make your chat history public

They are saying something that makes no sense, that the winnings were confiscated because they were not something the player should have earned.

I have never had a similar problem

There doesn't seem to be any cases with other players.

No prior explanation or terms of use

It was just unilaterally confiscated.

I am being treated unfairly

クイーンカジノまたはヒートパチが、お客様の資金の没収に関して書面による説明や正式な連絡を行ったかどうかを明確にしていただけますか?

>>>

正式な説明、書面などはなく

朝にログインすると資金が無くなっていたためこちらからサポートへ連絡し、今回の件が発覚。熱パチの関係者とは全く連絡が取れず、クイーンカジノ側は資金没収は熱パチから依頼された為としか言いませんでした

カジノまたは Heat Pachi は、あなたが獲得したジャックポットに関連して違反したとされる特定の規則または条件について言及しましたか?

>>>

ジャックポットではなくビックボーナスですね、大当たりです。

違反したとされていますが、

その事に関する利用規約などはありませんでした。

また、クイーンカジノ内の利用規約も確認しましたが今回の件に関しては明記されていませんでした

そして熱パチ関係者とは連絡が取れないため

一方的な没収となっています

この問題について、あなたと Queen Casino との間のチャットの記録、電子メール、またはその他の通信を提供していただけますか?

これまでに Queen Casino や Heat Pachi で同様の問題が発生したことがありますか、それとも今回が初めてですか?

>>>

チャットの履歴は公開してもいいですが

プレイヤー自身が本来獲得できない勝利金なので没収した、と意味のわからない事を言っています。

同様の問題が発生したことはなく

他のプレイヤーでの事例もなさそうです

事前の説明も利用規約もなく

ただ一方的に没収されていて

不当な扱いを受けています

I contacted Queen Casino again.

The answer was one-sided, my opinion was not heard at all, and the chat was restricted.

I can't forgive this, please do something

Also, if it drags on, it will be disadvantageous to us, so it would be helpful if you could respond as soon as possible.

再度クイーンカジノへ連絡しましたが

一方的な回答でこちらの意見は一切聞いてもらえずチャットを規制されました

許せないのでなんとかしてください

また、長引くと不利になるので早急に対応してくださるとたすかります

Thank you very much, taarroo, 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. However, I would like to warn you that it seems to be a common practice of Queen Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello taarroo,

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 Queen Casino to join the conversation.

Dear Queen Casino,

Can you please provide more information on why the player was supposedly not eligible for the winnings?

I sat at a machine that had been left vacant after maintenance, but that machine had already hit the jackpot.

But after maintenance

It was the staff who didn't check if the jackpot was won.

Also, I couldn't find any rules anywhere stating that if you don't win the jackpot, your winnings will be confiscated.

メンテナンス後に空き台として解放されている台に座ったのですがその台はすでに大当たりしていたからです

ですがメンテナンスした後なので

大当たりしてるかどうかの確認をしていなかったのはスタッフです

また、自分で大当たりを獲得していない場合、その賞金は没収される、という規約はどこを探してもありませんでした

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear taarroo,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Tobique Gaming Commission (TGC) Authority and submit a complaint to them. The license validator page also includes a form for the submission of complaints to the regulator.

However, it is clearly stated that players should only contact the commission if they believe that a casino is in breach of the terms of its license. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru