Bonus and Quest Rules

Q : How do I register as a new user?

A : Registration is free. Click "New Registration" on the top right of the website and enter your phone number or email address on the information entry screen. After entering, please press the enter code button to obtain the verification code and enter it. Click "New Registration" to complete registration. 
You can also easily register and log in by linking to 
Google, X ( formerly Twitter) , and Line. Please check the bottom left of the new registration screen and login screen.

Q : I haven't received an authentication email.

A : Please double check that the email address you entered is correct. 
If you still cannot receive the email even after changing the spam folder settings for your email, we recommend changing to 
another email address. You can change your email address at any time by contacting us via live chat on our website.

Q : Can I register more than one account at a time?

A : Customers can only open one member account with QUEEN CASINO. If you open or attempt to open multiple accounts, QUEEN CASINO reserves the right to close some or all of the accounts created and void all winnings from those accounts. If QUEEN CASINO decides to keep one account open, it will be the first account you register with QUEEN CASINO and any remaining deposits will be transferred to that account. QUEEN CASINO will debit an administrative fee of 10% or $35, whichever is higher, for every registered account, as well as other applicable levies in accordance with QUEEN CASINO's Terms of Use. 

Q : Do you have the necessary licenses to operate?

A : This site has a Curacao license and is operated under strict auditing, so you can play with confidence. 
You can check the Curacao license approval by clicking on the "GC" (Gaming Curacao) icon at the bottom of the homepage.

Q : What types of games do you offer?

A : Our site offers pachinko, pachislot, live casino, slot games, virtual games, sports betting, and e-sports betting.

Q : What should I do if I have an iquiry?

A : Please contact us via live chat, which is available 24 hours a day in Japanese. If you click on "Live Chat" at the bottom right of the website, a Japanese agent will respond. Alternatively, 
please contact us by email at [email protected] .

Q : I forgot my password. How can I reset it?

A : Login form ≪Forgot your password? Click ≫ and enter your registered email address.
A new password setting link will be sent to your registered email address, so please reset your password from there.

Q : I have a problem logging in. What should I do?

A : Please try entering your correct email address and password again. If the problem still persists,
please contact our customer support.

Q : Can I update my registration information once I have registered?

A : To update your registration information, please click on the "Account Icon" in the upper right corner of the website,
select "My Account", and make changes in your account information. However, only your address and phone number can be updated. If you need to change any other information, please contact our customer support.

Q : Can I change my username?

A : You cannot change your user ID after creating an account, so please consider your user ID when registering.

Q : Can I change my registered e-mail address?

A : Yes, you can. You can change your e-mail address by contacting us through our live chat system.

Q : Is it possible to change the currency display to yen?

A : The only currency available is USD (US Dollars) and the display cannot be changed.

Q : Where can I check my balance?

A : Your available balance is displayed in the upper right corner.

Q : Where can I check the details of my deposits and withdrawals?

A : If you want to check the details of your deposits and withdrawals, 
click on "Transaction History" in "Personal Center" to display the details of your deposits and withdrawals.

Q : Is my transaction/personal information secure?

A : Yes, QUEEN CASINO encrypts all transactions, personal information and all other information using Secure Sockets Layer (SSL) 256-bit communication.We use only the highest level of data encryption to ensure that your information is safe and secure.

Q: Can I remove the self-regulation before the deadline?

A : The website will not be able to remove the self-imposed restrictions until the deadline you set by yourself has arrived.

Q : What deposit methods do you offer?

A : We offer the following deposit methods;

Bank transfers can be settled safely and easily over the counter, at ATMs, or through mobile money transfer procedures at the financial institutions you normally use, just like regular domestic money transfers. There is only a transfer fee for deposits and withdrawals.

Wland Pay, Go-cashier, Paysafe allows you to easily deposit funds into your QUEEN CASINO account using a credit card.

CoinPayment is a virtual currency payment service that offers secure deposits and withdrawals in BTC, LTC, ETH, DOGE, DAI, USDC, ADA, USDT, TRX, and XRP.

Vega Wallet is a service that allows you to purchase, receive, send, and convert funds (points) into cash. Deposited funds are saved as points, and deposits and withdrawals to the casino are performed smoothly.

Q : How do I make a deposit?

A : You can make a deposit from your mobile or PC as follows;

[How to make a deposit on your mobile phone]
1. Login to your account
2. Tap the "Account Icon" in the upper right corner of the website
3. Tap "Deposit"
4. Select a deposit method
5. Enter the amount you wish to deposit.
6. Tap "Make Deposit" to complete your deposit.
7. Complete the procedure based on the deposit method and complete the deposit. 

[How to make a deposit on a PC]
1. Login to your account
2. Click "Deposit" in the upper right corner of the website.
Follow steps 4-7 above to complete your deposit.
※ Use Please note that depending on your payment method, you may be redirected to the relevant payment site. Also, depending on the financial institution you use, you may be asked to verify your identity.

Q : Can I make deposits and withdrawals on weekends and holidays?

A : Yes. All deposit and withdrawal methods are available 24/7

Q : What is the minimum deposit amount?

A : Bank transfer: 1,000 yen, Credit Card: 2,000 yen, Vega wallet: 1,000 yen and CoinPayment is 20 USD.

Q : Is there a fee for making a deposit?

A : There are no fees charged when you deposit funds into your QUEEN CASINO account.
However, depending on the payment institution you use, you may be charged a fee when transferring funds.

Q : Is it safe to use my credit card at QUEEN CASINO?

A : We do our best to protect the personal information provided by our customers. 
The security page of our website is encrypted using Secure Sockets Layer (SSL) 256-bit communication.
Credit card information is encrypted and is not stored in the QUEEN CASINO system, but is sent directly to the credit card processing company provided by QUEEN CASINO through an encrypted channel.
It is stored in the form of a "token" to be used as a reference for future transactions.

Q : My account balance was not updated after I made a deposit, what should I do?

A : Please try to log out manually and then log back in. If it still does not update, 
please contact our customer support team so that we can check the status of your deposit.

Q : How do I make a withdrawal?

A : You can withdraw money by bank transfer or CoinPayment . Please note that you can only withdraw money using the same method you used to deposit money into your QUEEN CASINO account, unless you are notified otherwise.

Q : What is the minimum withdrawal amount?

A : The fee is 50 USD for both bank transfer and virtual currency.

Q : How do I make a withdrawal request?

A : While you are logged in, please follow the steps below.

1. Click on the account icon on the top right corner of the website
2. Select the withdrawal method
3. Enter your institution's account information and the amount you wish to withdraw.
● For bank transfer, enter your bank account information.
● For CoinPayment, enter your wallet address
4. Click "Withdrawal" to complete your withdrawal request.

Q : Will I be charged a fee for withdrawals?

A : No. There are no fees when you withdraw at QUEEN CASINO. However, 
please note that depending on the payment institution you use, fees may be charged when transferring funds. 
In the case of withdrawal by bank transfer, the transfer fee will be borne by the customer.

Q : Why can't I submit a withdrawal request after clicking on "Withdrawal"?

A : To withdraw, you must bet a total amount equal to the amount you deposited. 
If you have not met the betting conditions, you will not be able to apply for a withdrawal.
Also, if there is a withdrawal application that has not been completed yet,
the next withdrawal cannot be made until the uncompleted withdrawal is completed.
Although identity verification has been completed, if there are any errors in the registered information, you will not be able to apply for a withdrawal, so please double check that your phone number, email address, and all other registered information are entered correctly.

Q : When will my withdrawal be reflected?

A : If all identity verification documents have been submitted, 
your application will be reflected within approximately 12 hours after receiving your application. 
Please note that there may be a slight delay depending on the withdrawal situation.

Q : Do I need to submit identity verification documents?

A : Yes, we ask for your identification documents to ensure that we can process your application smoothly.
To expedite the process, please make sure that your registration information is always up-to-date and matches your identification documents.By submitting your identification documents, you help us provide a safer playing environment for you.

Q : Why do I need to verify my identity?

A : Apart from our obligation to fulfill our regulations, the process of account verification must be completed in order to enable the withdrawal feature on your account.
The account verification process, or Know Your Customer, is the process by which your financial institution, bank, or payment platform verifies your identity.

Q : What kind of documents do I need to submit?

A : The following documents are usually required to verify your identity.

1. Identification card
✓ Driver's license (both sides)
✓ Passport (page with photo and page with address)
✓ My Number Card (front side only)
✓ Basic Resident Registration Card with photo (both sides)
(Any one of the above)

Required fields are as follows;

・Face photo
・Name
・Address
・Date of birth
・Expiration date
・My Number digits (in case of My Number Card)

2. Proof of address (one document verifying the address within 3 months from the date of issue)
✓ Certificate of residence
✓ Water/electricity/gas bill/telephone bill with your address and date of issue (if mailed)
✓ Credit card statement (sent by mail)
(Items other than those listed above will not be considered)

※*Please take a photo of the submitted documents with a camera, smartphone, or mobile phone, and make sure to include all four corners so that the photo does not fill up the entire photo. When taking pictures using "flash", please make sure that the required items are clearly readable. 
File extensions that can be uploaded are JPEG, BMP and PNG. 
Please upload images no larger than 5MB.

Q : How do I submit my personal identification documents?

A : After logging in, please do the following;

After logging in, please do the following;
1. Tap the "Personal Center" in the upper right corner of the website.
2. Tap "Identity Verification".
3. Tap "Select File" and upload your identification documents.
4. Tap "Save" to complete.

How to operate on a PC
1. Click the "Personal Center" in the upper right corner of the website.
2. Select "My Account".
3. Click on "Account Verification".
4. Click on "Select File" and upload your personal identification documents.
5. Click "Save" to complete.

Q : Do I need to submit any other documents after completing the identity verification?

A : Please note that depending on the situation, you may be required to submit additional identification documents.

Q : How do I place a bet?

A : Select the sport you wish to bet on.
You will see a list of events taking place and you can click on them to see the detailed game odds (multiplier).
Once you have selected the event you are interested in, you will be prompted to enter the available stake (wager).
Enter the amount you wish to bet and click "Place Bet".

 

Q : How do I place a bet on a live event?

A : Please log in with your registered account. After logging in, click on `` Live '' and select the event you want to bet on. Next, you will see a 'bet slip' on the left side of the website. 
Enter the amount and click "Bet" → "Confirm" to confirm the bet. 

 

Q : What is the maximum amount I can bet?

A : Each event has a different maximum stake (wager). To see the maximum stake amount for each event,
click on the "Max Bet" option you have selected under "Bet Slip".

 

Q : How can I check if I have placed a bet?

A : You can check your betting history by going to "My Account" and clicking on "Settlement Bets" or "Pending Bets". 
If you have not placed any bets yet, you can check your "Pending Bets".

 

Q : I placed a bet by mistake. Can I cancel it?

A : Once a bet has been confirmed, it cannot be canceled. Please check the bet slip before placing your bet.

 

Q : I would like to know my results, what should I do?

A : If you would like to know your results, please click on the account icon on the top right corner of the website.
Next, click on 'Settlement Bets' and you will see the results.
If you are in the middle of a match or waiting for a settlement, it will be shown in the 'Pending Bets' section.

 

Q : How long does it take for my bet to be settled?

A : Our site aims to settle bets quickly. However, some events may require time to confirm official results.
If your bet does not settle for a long time, please contact customer support with your bet ID ready.

 

Q : Does soccer include extra time? What if the game goes into extra time in baseball?

A : For soccer, unless otherwise stated, all markets are settled in regular time only (including stoppage time) and exclude overtime and penalty shootouts. 
For baseball, all bets also include overtime (extra innings) unless otherwise specified. As mentioned above, regulations vary depending on the sport, so please check the sports rules .

 

Q : What are the [Play icon] and [Soccer court icon] displayed in the screen?

A : The [Play icon] and [Soccer court icon] are functions that allow you to enjoy live streaming.
（The [Play icon] and [Soccer court icon] are features that allow you to enjoy live streaming
(you must have a deposit history to use them).

In the [Soccer court icon], you can enjoy Live Center (illustrated match progress).
(You do not need to have a deposit history to use this feature.)）

Q : Is there a minimum odds limit when using a bonus for sports betting / esports betting?
A : There is a dividend rate that is counted in the withdrawal conditions for each bonus. For details, please check each promotion page and campaign terms.

 

Q : How do I receive my registration bonus?

A : Here's how to get your registration bonus. 
1. Log in to your account and complete your account information. 
2. Complete KYC (identity verification) by verifying your account in My Account. 
3. From the bonus menu in My Account, tap "Receive Rewards" to receive your registration bonus. 
(Once your identity has been verified, you will be able to receive it.)

Q : How do I receive my deposit bonus?

A : Once the deposit is reflected in your account, you can receive the first deposit quest from [Bonus Plaza] under the bonus item of the icon in the upper right corner. 
For quests after the second deposit quest or other promotional quests, please apply to chat support after your deposit has been reflected, and we will proceed with the presentation procedure. 
The conditions for achieving each quest and how to receive them are also listed on each promotion page,
so please check those as well.

Q : Why can't I get a new bonus?

A : You will not be able to get a new bonus if you have a remaining bonus balance.
Please make sure that your bonus balance is zero.

Q : Where can I check my bonus achievements?

A : Tap the icon in the upper right corner of the QUEEN CASINO top screen, then tap [Bonuses].
In the active bonuses, there is an item called "Rollover".
The amount on the left side is the amount you have actually bet, and the amount on the right side is the amount you need to withdraw or cash out your bets.
Each bonus has a different valid bet amount and game category, so please check the respective promotion page for details.

Q : I accidentally received a deposit bonus. Can I cancel it?

A : Please contact our customer support immediately after making a deposit and do not play any games.
It cannot be withdrawn after you have started playing.

Q : The remaining fraction of my bonus has disappeared.

A : The bonus balance will be automatically deleted when the amount is less than 1USD.
The purpose of this setting is to save you the trouble of having to play a game just to get your balance down to zero when you have a small amount of bonus left. Many other casinos have this feature as well.

Q :  Does the percentage that is counted as the wager amount differ depending on the game when fulfilling the quest conditions?

A : It depends on the game as shown below.

100% Pachinko/Pachislot 
100% Slots/Video Slots 
100% Sports Betting
100%Esports
100% Virtual Games
15% Oasis Poker
15% Pontoon
15% Punto Banco
15% Caribbean Poker
15% Video Poker (all types)
15% Blackjack (All types)
15% Roulette (All types)
15% Baccarat (all types) 
15% Instant Games

Q : Are there any deadlines for bonuses or quests?

A : There is an expiration date for receiving and cashing in (rollover).
Each bonus has a different expiration date, so please check the promotion page for details.

Q : Is there a specific withdrawal limit for bonuses?

A : Some bonuses have a specific amount that can be withdrawn.
This is stated as the maximum withdrawal amount, please check the campaign terms and conditions.

Q : Is there a specific maximum bet for the bonus?

A : Each bonus has a different betting limit. You can bet over the betting limit,
but it will not count towards your withdrawal requirements.
However, if you use your bonus to play with a wager amount that is not reflected in the rollover, and your subsequent play is determined to be abusive or fraudulent, your account may be restricted, including pending withdrawal requests, until we investigate and know the outcome of the investigation.

Q : Is there a minimum odds limit for using the bonus on sports and eSports bets?？

A : Each bonus has a specific payout multiplier that counts towards the withdrawal requirement.
Please refer to each promotion page and campaign terms and conditions for details.

Q : About PACHINKO and PACHISLOT？

What is P in pachinko / pachislot games?
A: In pachinko and pachislot , you can play with Pokepachi points instead of the dollars displayed on the QueenCasino site.
1 point = 1 Japanese yen equivalent.

Q : What is Rate?

A : The Rate on QueenCasino is the amount of USD used per spin. For example, if Rate0.23 is displayed, 
0.23 USD will be used for one spin, and 0.23 USD worth of points will be used within Pokepachi .

Q : My points continue to decrease even after I leave the game. 

A : If I leave my seat without stopping autoplay, the game will continue until the specified conditions. 
If you need to leave your seat, please be sure to stop the machine before leaving.

Q : I'm having trouble specifying the numbers and symbols.

A : Please specify the numbers with autoplay stopped. Also, because the specifications of the stand differ depending on the model, the order of pressing may not be followed. If the pressing order does not work, we recommend that you stop autoplay and play by eye pressing.