The player from the United Kingdom had been waiting two weeks for a withdrawal from MrQ, which had been repeatedly refused despite providing several documents. The casino had requested self-assessment evidence that the player did not have, raising concerns about data security and account management. The player wanted to close the account and ensure their data was destroyed after payment. The issue was resolved when the player received the outstanding balance, and the casino imposed a five-year ban due to assumptions about the player's finances. The player confirmed the account closure and requested data removal from the casino's system.
MrQ Casino - Player faces delayed withdrawal and account closure issues.
Amount: £235
MrQ Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
MrQ have refused to process my withdrawal despite providing multiple documents. Every time you respond, they take 5 to 7 days to acknowledge receipt and then ask for something else. Now asking me for self assessment evidence but I am only paid via paye and so I do not have to complete self assessment. Also concerned about the very significant personal data that now have about me, and if the staff have been trained and vetted adequately. I want to close my account, and have my data destroyed as soon as I have received payment, but I fear these people are simply looking for any reason to hold onto people's money. Have raised a complaint, but no acknowledgment or comms regards this.
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2 months ago
Hello norfolkpaul10,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrQ Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Hi. The email requesting I connect via clearstake so they could access my bank was sent on Sunday 21 July but I didn't see it till after I deposited on the 23rd. There was no message on the platform and they did not restrict deposits. I connected through clearstake on the 23rd and they emailed on the 24th at 15.43. They asked for evidence of proof of address, (letter from credit card provider sent), documentary evidence of a loan and pdf paypal statements which I sent on 24/07 at 20.04. On 27/7, I asked them to confirm receipt and then emailed again when I got no response on 29/7. I also emailed again on the 30th asking for a response within 48 hours. On the 2nd August they emailed to say sorry for the delay, asking for the loan agreement in PDF format as it was a word document (is a car loan from my company). I sent this on the 2/8/24 and an auto reply was received. On the 8/8/24, I was again contacted and asked for an SA302 but I am paid only by PAYE so I do not have any self assessment. I replied on the 8/8/24. Steph on online chat advised me that it will take time and they work on a system where every time you reply, your case starts at the bottom of the pile again and so the more requests they make, the longer it takes. This is day 19 now and I have this morning requested on the chat that the team are chased up.
Many thanks for your help
Paul
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2 months ago
Mr Q have now requested my latest p60 which I have tonight sent them by email. I expect the turnaround time for this to be at least another 5 days.
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2 months ago
Hello norfolkpaul10,
Did you hear from the casino since the last document forwarded?
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2 months ago
They have acknowledged receipt, and said they are continuing their checks and will be back in contact as soon as they can.
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2 months ago
They have now paid out my outstanding balance and have imposed a 5 year ban as they have incorrectly made some assumptions about my finances. I am however unconcerned about this and have asked them to close my account permanently and remove any data from their system that they are not legally required to hold.
I have also requested they they provide me with copies of all the data they hold about me, including how they have come to conclusions about affordability etc.
Thank you for your help.
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2 months ago
Dear norfolkpaul10,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
