MrQ Casino - Player's withdrawal is delayed and account closed.

On 31st July I won £600. I have been playing for the last year or so without any issues .

i have been depositing and making numerous withdrawals without problem until yesterday

Previously they asked me to verify my identity and I sent all documents - they were accepted and verified within a couple of hours a few months ago .

I tried to withdraw winnings yesterday and these were pending as they asked for more proof so I gave access to my bank account and a letter form the court with a recent address including a payslip.

They then advised 48 hours which I found annoying due to the quickness before.

i then re inquired and was told 30 days this then escalated to 42 days.

I explained I needed the money and they asked me why- several times I explained that I needed it to pay rent and I was in financial difficulty and suffering bad mental health . They then shut my account ( I agree this was right thing to do) but have not transferred me the money despite my pleas and the distress this has caused me.

After several generic responses I sent another email and they advised that I could escalate the matter, I replied asking why this hadn’t been done already as requested and for an update and timeline of process which they have failed to respond to .

I have contacted Watchdog too as I made a mistake and don’t believe they have taken into account what the implications are for me and how serious this is.

What I cannot understand is why they continued to let me deposit but denied the withdrawal after successfully withdrawing on numerous other occasions and how they can verify in 48 hours but are dragging it out to 42 days .

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear Tarusi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru