MrQ Casino - Player's winnings confiscated due to payment mix-up.

Please can someone help I have had a account with mr q for a while now I made a deposit the other day of £50 using what I thought was my card (auto fill) quickly realised it was my wife’s card long story short I have £4000 of winnings in my account which I was u able to withdraw I went on their live chat to be told it was fine and I would just need to send my wife’s ID and a picture of the card used which I did now they have closed my account and sent the terms and conditions that I have breached! I have emailed them repeatedly emailed them stating this was not done With bad intent and that it was a genuine mistake and I’m getting no reply can someone please tell me I have a chance of getting this money I am absolutely devastated

thanks for reading

Dear mattywilliams6767,

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

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.

Whenever possible, MrQ will pay your withdrawals using the same method you used to make your deposits. Withdrawal payments may only be made in the name of and to the registered Account holder. If the method used to deposit does not accept withdrawals, we may require proof of ownership to confirm the alternative method belongs to you.

Furthermore, please check our 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. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

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

Best regards,

Petronela 

Hi so I only realised up trying to withdraw I did communicate before withdrawing and I was assured I would be able to withdraw the funds once they had done the checks to show it was my wife’s card and it was a genuine mistake they had already let me withdraw £100 at this point and stupidly even tho they said I could withdraw the rest I should wait for them to do the checks before withdrawing the rest if I had just withdrew at that point I have to wonder if I would of received the money like I did the £100? It’s so sad and disgusting that they won’t even allow me to speak and put across my case just cut off and they keeping my £4000 I have never won that much ever and it’s just taken away on a technicality and all it was was human error which everyone is capable off very very sad

Also I would like to ask if Mr Q had already approved a Withdrawal of £100 to my wife’s account t are they not in breach of their own t&c?

I found this online surely with them allowing me to withdraw £100 to my wife’s account and then asking for ID they have breached this also aswell as their t&c which they have said I have breached

As previously stated, players are accountable for utilizing their personal funds for deposits and gameplay at any online casino. This stands as a fundamental rule that must be adhered to consistently. Casinos do not distinguish whether a player deposited funds intentionally or by mistake.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.