MrQ Casino - Player has been allowed to bet despite being registered with Gamstop.

I registered with MRQ anround 3/4 months ago annd they allowed me to create an account and deposit a lot of money, I made them aware I am registered on Gamstop. I have never been asked to proved ID on this casino site since joining.

i have tried to resolve this directly with the Casino but have had no luck.

I don’t feel I have been protected by this casino, I have deposited over £900 into it and haven’t withdrew anything from the account.

I would really like to get my deposits back and the account be permanently closed.

During the time of playing with MrQ I made many general enquires to customer support via email. To discuss my account I went through full security questions due to Data Protection Laws!

The whole situation has made me very unwell and I have been off of work with stress due to this as this is a lot of money.

I informed MrQ around 4 days ago and although they have been responsive and friendly I feel they used every excuse not to refund the deposits even though the certificate requested is in black and white that I am registered with Gamstop and have been since 2019 for 5 years.

I am therefore requesting my deposits are refunded and no further marketing material is sent to me.

please help.

Thank you.

Dear Melons22,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MrQ Casino and understand your concern. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP https://www.gamstop.co.uk/contact-us. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at veronika.l@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Best regards

Veronika

Dear Melons22,

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.