MrQ Casino - Player's winnings confiscated due to an active Gamstop registration.

I am writing to you to raise an issue about: Online Gambling 

The issue that I have experienced was: I opened a account with Mr Q giving the correct details I played on a few games and won £500 so I withdrew it then went onto chat because I couldn’t log into my emails to track my withdrawal and I spoke to someone called Jane who asked me to go back into chat later to see if my email adress had updated as the email adress registered on the account I couldn’t access due to forgetting my password I tried to re set it but it wouldn’t let me so later on I was trying to log on to my mr Q account and it wouldn’t let me then I noticed they had given me my deposit back but not the £500 I won I emailed them and they said I’m registered with gamstop and are not going to give me my winnings I’ve explained to them that I registered with gamstop years ago to my knowledge should be up by now and not only that if that was the case they 1 shouldn’t of let me have an account 2 let me deposit and 3 let me win a lot of money and then not give me my winnings I want this sorting because I’ve sent over all i’d documents I’ve registered with all the correct details and I have been treated unfairly 

It occurred on: 2023-07-07

Dear Candice,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrQ Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Did the casino refund you all the deposits you made in the casino?

Could you please clarify if your Gamstop registration is active or not?

Please contact Gamstop and let us know about the result before we proceed with the case.

https://info.gamstop.co.uk/hc/en-gb/articles/4404979894546-How-will-I-know-when-my-exclusion-period-has-expired-

Thank you very much in advance for your reply.

Best regards,

Tomas

My gamstop ended on the 29th June 2023 and they refunded my £130 deposit but not gave me my £500 withdrawal so I’m still owed £370

I have severe mental health issues & have autism this situation is causing me extreme stress I’m not even bothered about my account being blocked I just want my winnings then to part ways and not have anything to do with the casino I’m the future it’s not worth all this unnecessary stress and upset

Thanks for your reply.

Could you please explain when you opened your account in the casino? Was it after your registration with Gamstop expired?

Yes after

Could you specify the date when you opened the account in the casino, please?

7th july

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

Thank you

I’m not bothered about my account being closed or anything like that I’m bothered about my £500 winnings and I’m still owed £370 it is a lot of money to win and not get I feel I’m being treated unfairly

Hello Candice,

I have reviewed your case and will do my best to help you.

Before I contact the casino, I would like to clarify one detail with you.

According to the Gamstop website:

"Your GAMSTOP exclusion will not automatically be removed at the end of your minimum exclusion period. If you do not contact us to remove your exclusion, your exclusion will remain in place for a further 7 years after the minimum exclusion period has expired."

Can you please confirm if you contacted Gamstop and asked them to remove the exclusion after it had expired?

Kind regards,

Adam

Yes I’ve contacted them

Thank you Candice.

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

Dear MrQ Casino,

Can you please provide further insight into the reason for the player's winnings having been confiscated?

Kind regards,

Adam

£370

This is the problem they don’t reply

Hello Candice,

There has been no response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Mr.Q Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Thanks

Hello Candice,

The casino has told me that you were indeed still registered with Gamstop at the time of registering your account.

Can I ask if you have anything that can prove otherwise? Perhaps some communication with Gamstop which shows that you asked to remove the exclusion?

Kind regards,

Adam

I have spoken to gamstop myself and they have confirmed that I am still currently with gamstop I explained the issue I was having with mrQ and they should return my winnings as I requested the withdrawal BEFORE they closed my accept

if I asked for it after they closed it they do have a right to avoid my winnings but I requested it way before they closed my account

Hello Candice,

Can I just ask you to clarify, you are still registered with Gamstop and were registered at the time you created the account at the casino?

Kind regards,

Adam

Yes

Hello Candice,

I am afraid that because you have registered at the casino whilst being actively registered and excluded with Gamstop, the casino has acted not only in accordance with their terms and conditions but also the rules of the United Kingdom Gambling Commission by closing your account and returning your deposits to you.

Consequently, there is nothing we can do to assist you any further, and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam