MrQ Casino - Player dealing with delayed withdrawal and account suspension.

When making an account I was verified via my details and verified my number along side bank details I then went on to play and Deposited just under 3grand.. which I had no luck… I than left the site for a 2-3 months to deposit £80 to make a lil sum of £650. I count my losses and withdrew…. Only for the money to be withheld and to be then asked for numerous of information one day at a time. everything was fine when depositing prior AND LOSING. They do this "process" where they ask for information bit by bit day by day instead of giving you a full list of what they need to process a speedy withdrawal. Doesn’t make sense to be honest when they’re very quick to accept money going into their business…. But reluctant to pay out. I sent all required documentation on the 31st of march since then they were not corresponding. I spoke to them several times via live chat which the customer service team pointed out that my documents all check out and it’s on the final phase of being processed. This was on two occasions the 1st and 2nd of april. however still no response from the payment team via email. when I left a complaint and left a review on Trust pilot on the 3rd of April . They responded to my review only to deflect my points and issues I had with the company and then sent me a email on the 4th of April stating they are looking into it and need a further 3 working days to complete looking into my case. I then wanted to speak to an advisor via the site when looking to log in I received a response that my account is suspended. Which highlighted my theory that this casino do this "process" where they ask for information one email at a time instead of giving you a full list of what they need to process a speedy withdrawal. I believe this is personally done for the company to make a profit with the money that is withheld so it stays in the casino for a while and circulate winnings to others. Before someone else takes a major loss…. from what I’ve experienced and my knowledge and these other reviews this site is very dodgy. And practice poor customer service.

Dear munisj77,

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 advise how long were you a player of the casino and when exactly was your account blocked?
• Did the casino inform you about the reason why your account has been blocked? Have you contacted casino support regarding the reason?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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.

Best regards,

Tomas

Dear munisj77,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.