MrQ Casino - Player’s bank card has been misused.

My sister used my card which in their ts and Cs is acceptable as long as card holder is authorised.. They have asked my my bank card which was used a copy of my passport / photo and bank showing withdrawal which was all provided 7 times she withdrew 30 she had no bonuses and is staying with me because she is unwell she only has a post office card due to her being on benefits.

Unfortunately someone close to me with access to my details had put me and my computer on gamstop after having never ever gambled in my entire life I spent £100 pounds over Christmas which I could easily afford.

Mr Q have responded to her emails we have proof she has uploaded all required and they continue to ask for same documents

They took money from the card even though it is in my name and their terms and conditions state a card she has authority to use which she does. I was with her when she made the deposit. They refuse to speak to me despite being the card holder.

Wondering if you can help and also how do I prove I personally did not put myself on gamstop. To be honest I never noticed until I tried to go on uk site and was blocked and informed I had signed up for gamstop. I have a fair idea of who it was but would not like to get them into any bother

Thank you

Dear Merlin1777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found (here):

„Deposits

...

• You agree that all payment methods used by you in connection with your Account belong to you and are in your name, and that all money deposited is your personal money and not money that relates to another person, business or other source, or provided to you by a third party (including but not limited to money from a loan, family member, associate or any other source). Where we believe or suspect that this is not the case we reserve the right to suspend the Account and make void any associated transactions.
• You may be able to register several different payment methods via your Account at any one time, however, to protect our customers against fraud, and to ensure we meet our regulatory obligations, we reserve the right to request proof of ownership (verification) of any payment method registered with us at any time."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If your sister is not able to prove that she is a legitimate owner of the payment method and she hasn’t received approval from the casino allowing her to use a third-party payment method, I’m afraid there’s not much we can do for her.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

Following speaking with you you clearly stated that the deposits would be refunded minus the winnings which is £20 wjich has not been refunded. I understand the loss of winnings but you stated the original deposit would be returned all necessary documents you requested were sent

As stated, firstly thank you for your reply secondly the communication between us and my sister was resolved that you would return the deposit according to your own rules.

If you. Look over the numerous emails and requests for documents of cardholder which has been submitted over 5 times then we politely request that you return the deposit as was the agreement

Kind Regards

I’m sure you understand, Merlin1777, that I don’t work for MrQ Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. 

Unfortunately, since you willingly deposited funds into your sister's casino account I'm afraid you won't be entitled to any refund. Only people whose cards have been used without their consent are usually entitled to request a refund.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Yes the winnings which has been agreed were voided but the original deposit of £20 you clearly state will be refunded which it has not

If you have been promised to have the deposit returned back to you, please forward any relevant communication to petronela.k@casino.guru. Thank you very much in advance.

I have uploaded on here I found a way to do it. Therefor you now have proof and it is also in chat that I opened with you on numerous occasions

Sorry Petronella. I thought that was a response from Mr Q. My apologies. I have emailed you the conversation regarding this matter. Thank you for your assistance

Could you please not make my responses public as they contain confidential information passport documents and email addresses etc

Thank you, Merlin1777, for your email. I can see that you have sent all the required documents to casino but unfortunately, I didn't find any assurance made by the casino that your refund will be processed. As I mentioned earlier since your sister deposited funds into her casino account using your bank card with your consent, I would say that it will be very difficult to get your money refunded.

Was there any development since last week? Have you received any update from the casino?

Hi there

No I haven't and I can't locate original ones which stated due to their policy they would not pay winnings but would legally have to pay back the deposit. Unfortunately a lot was done on chat/support which only they can access as they do not send a copy of chat to email. That is when I decided to use email and they asked for all proof of ID in order to return original deposit which they didn't do. That is the only reason copies of the documents were sent initially

Thank yoi

Also thank you for making documents pages private this is really appreciated

Sorry yes they did contact again on 31/1 asking for proof of my identity and bank card which is very clear on the documents already sent. They said they needed the card holders ID. This is clear on images. She is Theresa I am Sandra. This as I've already sent they have received so unsure why they are requesting again. My sister has again replied stating this

Thank you

Thank you very much, Merlin1777, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Merlin1777,

I have reviewed your case and will contact the casino to see what can be done to help.

We would like to invite MrQ Casino to join the conversation and participate in the resolution of this complaint.

Yes that's great please do

Thanks to casino guru my deposit was refunded today. Thank you for all of your help with this. SOLVED

Dear Merlin1777,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.