MrQ Casino - Player’s struggling to complete the account verification.

I deposited £50 via PayPal. I used no bonus or free spins etc. The problem is I deposited using a PayPal they say is not in my name although I have sent them multiple screenshots showing the PayPal is in my name and I have been waiting a very long time now as they aid they are in contact with PayPal but this shouldn’t take this long. My total winnings of £1300 won within one night after depositing £50 has still yet to be paid out after providing them with all proof and photo I’d etc they have asked for. Also the other problem now is my PayPal has been suspended and will not allow deposits or transfers only withdrawals of current funds left on my PayPal back to my registered bank account.

Dear Barkerfx1993,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

That is correct. They say the Paypal is not in my own name and found this out when trying to pay my winnings via my Paypal i used to deposit, although the Paypal is in my name and the only proof i was able to send was a screenshot showing my name on the Paypal. They then asked i deposit a small amount just to verify the Paypal is definitely in my name but i was unable to do that as after depositing etc for some reason my Paypal was restricted and can no longer be used to send or receive funds. They are now in contact with Paypal but it has been over 10 working days since there last email letting me know this. I have also sent them all of my personal identification i.e passport/drivers licence.

Thank you very much, Barkerfx1993, 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 Barkerfx1993,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, you mentioned you sent a screenshot of your PayPal showing your name to the casino, would you be able to also send that to me (adam.m@casino.guru)?

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

Dear Mr. Q Casino,

Can you please provide further information regarding the player's Paypal verification?

Kind regards,

Adam

These are the only screenshots or proof I could provide that showed my name as well as all the other details on there. The screenshot showing the failed deposit to Mrq was the deposit I tried to make after they asked me to verify my name was definitely on my PayPal account by making another deposit. This deposit failed however because since making my initial deposit of £50 and then trying to withdraw my winnings of £1300 my PayPal was suspended shortly after and the decision to suspend my PayPal account was not going to be overturned.

Hello Barkerfx1993,

I have made contact with the casino and they have explained the situation and apologized that it is taking so long.

There are some details that need to be clarified with PayPal as part of the KYC procedures put in place by their licensing authority. This is not unusual but unfortunately can take some time.

I think it is best for us to allow more time for the casino to get a response from PayPal, and once they have they will in turn let you know if anything further is needed.

I appreciate it is frustrating but for the time being, we need to wait for the response from PayPal in order to be able to proceed.

Please let me know if there are any further developments in the meantime.

Kind regards,

Adam

Ok, but it has now been 10 working days since they have been in contact with PayPal so from the 1st of February giving PayPal more than enough time to respond as well as more than enough time for MrQ to reach out to me but ok I will wait a little longer but understand any reputable company should not need to take a whole 10 working days to respond to a simple request. Thanks anyway

Dear Barkerfx1993,

Please provide an update on the situation. Has any progress been made?

Kind regards,

Adam

I received this email on the 17th. So this week I’m told I will get a response

Hello Barkerfx1993,

Thank you very much for the update. Please do continue to keep us abreast of the situation.

Kind regards,

Adam

After 3 weeks of MrQ being in contact with PayPal this is their response. Bearing in mind I did email MrQ letting them know my PayPal was restricted and couldn’t receive funds. So after 3 weeks we still have no result. Am I right in saying even if they use a closed loop payment system they still have the means of paying my winnings via another method ie asking for my bank details to pay my winnings that way. Also would my PayPal being restricted entitle MrQ to refuse paying out my winnings? Bearing in mind I have sent MrQ screenshots of my bank statement showing my deposit to PayPal and the restriction of my PayPal has nothing at all to do with MrQ or any payment I made to MrQ

Hello Barkerfx1993,

Can I ask if you have been given a reason by PayPal for the suspension of the account? You mentioned that the decision was not going to be overturned, so was there some communication regarding their decision?

Kind regards,

Adam

No reason. But the suspension of my PayPal account has no relevance. If I used a bank card to deposit to MrQ and then the bank shut down my account again it wouldn’t matter as it has nothing to do with anyone else apart from me. What MrQ should be asking for instead is another form of payment for me to send them so I can receive my winnings

Hello Barkerfx1993,

To keep you updated, I have requested further information from the casino via Skype and I am waiting for a response.

In the meantime, please let us know if there are any developments.

Kind regards,

Adam

Ok thank you. I’m now just waiting for their final decision as it seems all avenues have been exhausted and doesn’t seem like we are getting anywhere. Once they send me there final decision and response if it still does not help me get my winnings then I will be referring it to IBAS for adjudication.

Thanks for the additional information, Barkerfx1993.

We will wait for a further update from the casino.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I last emailed them on the 25th of February asking for there final decision and have yet to receive a reply.

Dear Barkerfx1993,

We have had no further response from the casino, have you received any reply to your e-mail?

Kind regards,

Adam

Nope still nothing. IBAS told me to include them on my next email as it may get them to respond but still nothing

Dear Barkerfx1993,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the IBAS – Independent Betting Adjudication Service  (https://www.ibas-uk.com/consumers/register-with-ibas/) and submit a formal complaint to them if you have not done so already. It collaborates with the UK Gambling Commission and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know how the IBAS responded (adam.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Adam