MrQ Casino - Pelaajan kotiutus viivästyy tilin vahvistamisen vuoksi.

I have been using Mr.Q for a while and my account verification was done initially electronically.

On the 18th April I had winning and submitted withdrawal request for 6k. , was told it will take 48hrs.

On 20 April my account was put for full verification and I have submitted all documents the next day. Casino has withdrawn document request for Proof of address just to make the same request few days later.

During the process, casino has provided incorrect and contradictory information, stating at first that Verification will take 48hrs, then I was told 2-5 business days, after that tent said 10 business days and now they actually said "we can’t give you estimated time"

Each time I ask for update, standard response "Documents pending review"

its been now 20 days and nothing

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrQ Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm your player's profile was filled out with accurate, verifiable information?
• Could you please explain which documents were approved so far and which weren't?
• Is your player's account accessible to you? When have you registered an account in the casino?
• Could you please share with me your communication with the casino regarding the issue, or any other evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

hello,

There are no mistakes or errors in registration details I have entered.

All documents have been approved, the last is Proof of address document was sent on 24th April - no update.

Verification started on 20 April and they blocked access to my account only on 25 April "pending verification"

Hi Tomas,

thank you for taking my case on.

just small correction of details in your case summary:

the amount 6,000 should be in GBP (£)

Request for Proof Of Address was visible on my dash board on 20 April, but it disappeared before I even managed to upload doc. It appeared again as new request on 22 April and I have submitted HMRC Tax notification.

While waiting, I have sent two additional documents on 6 May, without being asked, just in case they don’t accept first documents. So in total they have now 3 Proof of address documents.

Thanks for your reply.

Other than the HMRC Tax notification, which other documents have you submitted to the casino? In which format?

Have you received any news from the casino regarding your account status and the payout, since your last post?

Please let me know.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SnowballComet,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas