The player from the United Kingdom, a long-time user of Mr Q, had been struggling with a recent withdrawal attempt. Despite having complied with several ID verification requests, the withdrawal had still not been processed and contact with the casino was proving difficult. We had explained to the player that the Know Your Customer (KYC) process was a critical step for casinos to ensure funds were sent to the rightful owner. We asked for more information to understand the specific issue with their account verification. However, due to the player's lack of response to our messages and questions, we were unable to proceed with further investigation or provide potential solutions.
MrQ Casino - Player faces delay in withdrawal process.
Amount: £500
MrQ Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
MrQ Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
I've been with Mr q years now .. I've deposited and withdraw no problems until 31st Oct. Tried to withdraw it wouldn't let me.. I was told to send I'd for verification which I did.. then they wanted me to send a pic of me holding my passport which I did.. still no money from them and it's very hard to get intouch with them can you help please
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1 year ago
Dear mjh71731,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear mjh71731,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
