MrQ Casino - Player faces withdrawal hurdles due to an expired bank card.

I have a balance on my mr Q account of £30 I deposited by using my mobile telephone number but when I came to draw it out I couldn’t as I’d received a new bank card as my one registered with the site was out of date MR Q said I need to have a balance of £1 or less for me to update any bank cards … is the fair or right for them to do ? Is there any point in me perusing them updating my card details or is this an above board stipulation? Thanks Gareth

Dear Gaz911,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MrQ Casino and understand your concern. I have checked the FAQ section of the casino website and this is what I found:

My card has been replaced, what do I do?

If your card has been replaced for any reason, whether it be because it was lost or stolen, or perhaps it expired, and you currently have a balance higher than £1 that you want to withdraw, please email payments@mrq.com and:

provide a reason why you need to update your payment method, E.G, your primary payment method has expired

a copy of the replacement card showing the first 6 and last 4 digits (for security reasons, please do not provide us with your 3 digit CVC number)

or, if you wish to withdraw the funds to PayPal, a screenshot showing your personal details.

Payments team will get back to you as soon as possible and let you know of the further steps to assist with your withdrawal.

Could you please advise if you contacted customer support via payments@mrq.com and explained the issue with your expired card to them?

Have you made any successful withdrawals from this casino before?

Could you please advise if you passed the full KYC verification?

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

Best regards

Veronika

Dear Gaz911,

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.