MrQ Casino - Withdrawal of player's winnings has been delayed.

I deposited 750 pounds a day after I withdrew 4500

the casino in question are allowing me to deposit and are saying even after numerous documents provided access to my bank etc etc my process is going to take a month after providing everything via clearstake how can this take one month to do ?

it does not make sense to me nor does it sound very professional I immediately submitted everything and they still will not allow me my withdrawal on top of this they have unlimited access to my bank account via clear stake

can someone please help me or contact said casino to escalate this

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear luke888,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear luke888,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No still no withdrawal although I did get a response a few days ago asking for more information which I have provided I now can’t use spins on my account or deposit which I could previously here is what triggered the response and I will also post the response asking for more info which is ridiculous but has been provided to no reply at the minute

Hello Compliance Team,

My account has been restricted for 9 days. I want to provide immediate context regarding my recent activity to satisfy your Source of Funds (SoF) requirements:

The £4,500 Win: I recently had a legitimate win of £4,500 on your platform.

The £750 Deposit: The subsequent £750 deposit was funded entirely by my legitimate self-employed trading revenue via SumUp and supplemental benefits. It was not un-affordable or illicit funding.

Income Proof: Because I do not receive corporate payslips, I have previously uploaded my official Benefits Statement alongside my official SumUp Payout Reports.

Attached to this email, you will find my complete 1-month personal bank statement in an un-cropped PDF format. This clearly highlights the SumUp revenue drops and benefits deposits entering my account, proving I have more than sufficient personal disposable income to support the £750 deposit.

As my documents have been sitting with you for 7 business days, please escalate this file to a senior compliance officer to approve my pending withdrawal.

Kind regards,Luke …

to which I got an immediate reply of

Good afternoon Luke, 

Firstly please accept my apologies for the delay in reviewing your account and I would like to take this opportunity to thank you for providing your documents. 

I have a few follow up questions, before I can complete the checks: 

1. We note that your occupation is 'business owner' can you please provide us with the name of your business and the nature of the business. 

2. We noted that there is a transaction from Sumup from Ashley Johnstone, can I please ask for confirmation on the relationship with this individual and any evidence you can provide with regards to the ownership of the business. 

3. It was noted that the deposits to MrQ are funded through transfers from Sumup from Sumup account ending in **695. Can you please provide us with the transaction statement from 18/04/2026 to 18/05/2026 from Sumup, showing the account movements.

4. We received a screenshot of your Universal credit summary for March. Can I please ask for a PDF copy of your May's entitlement. 

5. A copy of the bank statement where you received Universal credit from 18/04/2026 to 18/05/2026. 

6. In lieu of a payslip, we can accept a SA302 or self-assessment for the tax year ending in April 2026. 

Many thanks for your cooperation on this and again my apologies or the delay. 

Ritchie

MrQ Verification

all provided answered as requested still no withdrawal???

Jus a little bit of proof I am nowhere near in any financial difficulty through using mr q they are taking the mick with it all I’ve been a member for 4 years and I’m nowhere near anything in difficulty I feel it’s because I won 4500 and then another 1536 less than 48 hours later and they do not want to pay out making me jump through hoops I shouldn’t have to and declare things that are intrusive and quite frankly invalid to there checks not to mention they still have access to my bank via clear stake and every couple of days I get emails saying that I need to provide my information still unless that’s automated given I’ve had response showing that I’ve supplied them with it I’m unsure as to why

Dear luke888, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear luke888,

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.

Hello Luke,

Following a review of your account, we’ve made the decision to close it permanently. This means it cannot be reopened.

​

As outlined in our Terms & Conditions (12.1), we are entitled to close accounts at any time without prior notice.

"12. Suspension/Termination of your Account

​

We are entitled to close your Account at any time and do not need to give you prior notice. Any balance in your Account at the time of such closure or any closure under Section 12.2 below will be paid back to you with except in circumstances laid forth in Sections 12.1.1 to 12.1.3

​

if you have engaged in illegal activity, MrQ is under no obligation to refund to you any money that may be in your Account; and

​

if we discover or have reasonable grounds to believe that you have participated in any of the activities listed in Section 12.4 below (each a "Prohibited Activity") then we will withhold all or part of the account balance, including unprocessed withdrawals, and/or recover from your Account deposits, payouts, bonuses, and/or any winnings that are attributable to those Prohibited Activities.

​

where the remaining balance in your Account is £0.99 or less, due to associated operational and processing costs this amount will be deducted as an administration fee."

In-line with these T&Cs, we have cancelled your pending withdrawal and the funds have been retained.

Adeline

MrQ Verification

today I have received this with no explanation or proof of criminal activity which has not happened or been any part of my playing experience within using mr mr q what are my options from here

Hello luke888,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear luke888,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for MrQ Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from MrQ Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Karla