MrQ Casino - Player’s winnings haven’t been received yet.

They emailed me demanding more information which I already gave them last year.

Here is the text from their email:

Hi Ahmad,

👀 Why have I received this email?

When players reach certain thresholds we are required by law to run a source of funds check, to verify how your deposits at MrQ are funded. We know it can seem intrusive, but you have our word; any information you send is treated as confidential and only accessed securely by our team of experts.

What do I do next? 

As your account has reached one of these points, we've limited your depositing and your withdrawals are on hold whilst we ask you for the following:

1️⃣ Information about your income. Are you employed or self-employed? If so, let us know what you do for a living. If not, do you get your income from benefits or another source?

2️⃣ Your most recent bank statement(s). We need to see your income being paid to you anddeposits to MrQ. If one statement includes both, you only need to send one. If it doesn't, you'll need to send us two. 

3️⃣ Proof of payment methods. You'll need to send a photo of all payment methods used in the last month. Remember to include:

- First 6 and last 4 digits of the long number (use paper to cover up the rest!)

- Name

4️⃣ Supporting documentation that verifies your income. This could be a payslip that relates to the income on your bank statement, a tax return, a bank statement showing funds or a benefit entitlement and award letter. We'll give you some guidance on what to send once we understand your income source.

Once ready, please send them to verification@mrq.com.

As far as I am concerned, this is all irrelevant. They have no right to withhold my winnings. I don’t care if they close my account but they must send me my £800.

I have of course replied to them and explained that I chose not to send them source of funds in order to increase my monthly deposit limit of just £300. Everything was agreed, I had long telephone discussions with them last year and I cooperated with them fully.

I think this email was triggered by an error when I tried to deposit more than I had because I typed numbers in the box even though I had selected £50.

They usually reply within a day but they haven’t done that today and I just don’t see why my withdrawal is being withheld when I’ve done nothing but deposit £150 in total, play and win. I am contacting you early about this because of their lack of response, live chat and phone number. Their automatic responses claim they can take 5 working days to simply get a response!

I have told them everything they asked me and done everything they asked of me in the past. Nothing has changed so I see no reason for the delay in sending me my winnings.

Dear AQS2023,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Everything they’ve asked for I have sent to them. They pretend they are so busy - as if what I’ve sent them is a treasure map for an ancient monument deep in an Amazon rainforest.

MrQ disgusts me. Their attitude is revolting, they clearly just want to steal my money. I can assure everyone that I will never give up this case and I will get my money even if I have to go to court to do so.

Dear AQS2023,

Have you received your withdrawal from the casino yet?

No. I have been writing to them daily, I have provided every single thing they asked for and they are not responding or paying. The only person responding is the guy in charge of reviews on Trustpilot who keeps saying he is chasing it up with the verification team who just do nothing. The last documents they required I sent in on 16/08 and they just keep being ridiculous.

I have no doubt that they just want to steal my £800. They have no grounds to keep my money - I have proved that my funds are legitimate.

Thank you very much for your reply, AQS2023. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There is so much and a lot of it is things like ID, Bank statements, etc which I don’t think would be appropriate to send to you. I have a couple of email threads with them I could try to forward or copy you into? I have been arguing long and hard with them.

The latest news is that their verification team emailed me on Tuesday. I have copied and pasted it below. They should have finished these ‘checks’ by now and have not said anything about making my payment. I email another guy there daily and he has said there is still no news. They don’t offer any timeframe, they think it’s just OK to make people wait indefinitely.

Good Morning Ahmad,

Thank you for your email and for sending this information to us.

Please note that we have received the relevant documents from you and nothing else is now required. We are in the process of completing our checks and as soon as these checks have been completed we will reach out and update you.

Please continue to bear with us during this time.

Thank you for your ongoing patience and understanding.

Thank you very much, AQS2023, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello AQS2023,

I'm Michal and I have taken over this complaint. I have reviewed this case and just so you know KYC as well as AML is a very important and essential process. The requirement to provide proof of the source of funds is a standard requirement that the casino is entitled to. If the casino has not requested it before that's OK, but as mentioned the casino CAN request this as it's stated in its T&Cs

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite MrQ Casino to join the conversation.

Dear MrQ Casino,

Can you please provide information on the player's delayed withdrawal process? Are there any further documents needed, or when can the player expect their withdrawal to be processed?

They sent this on August 22 at 10:59am and have still not paid or written anything further…

Good Morning Ahmad,

Thank you for your email and for sending this information to us.

Please note that we have received the relevant documents from you and nothing else is now required. We are in the process of completing our checks and as soon as these checks have been completed we will reach out and update you.

Please continue to bear with us during this time.

Thank you for your ongoing patience and understanding

Kind Regards,

Dave

Player Protection Analyst

I think they are taking far too long and even the UKGC says casinos should not hold on to players funds unnecessarily.

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.

You can extend by 7 years, they won’t reply. I have been told they will contact me by September 8th.

it seems they don’t deal with ADR sites.

Dear AQS2023,

Just to give you a quick update, I've managed to get in touch with the casino team, however, the casino team answered "only" in the following manner

"Hello Michal

Thank you for your reply

We would strongly suggest that the customer reach out to us directly from their registered email address for further assistance on this matter

Kind regards,

Peter

MrQ Customer Experience"

And

"If the customer would like to contact us directly we will log this as an official complaint which can then go through the correct channels. So far this has not been done and we'd be happy to review this for them."

After I've replied to the casino team that you have contacted the casino support team numerous times, they have indicated that no official complaint has been made from your side. If I understand it correctly, the official complaint is expected to be made via the casino's official ADR, Independent Betting Adjudication Service (IBAS).

The casino team has not shared any information with us, and from their responses, it is evident they are not interested in doing so in the future, so because of the lack of sufficient information, I'm afraid we won't be much of a help.

I recommend submitting a complaint to IBAS here Do I have a claim? | IBAS (ibas-uk.com) or via email at this email address adjudication@ibas-uk.co.uk

Please let me know when you do so.

Regards

Michal

They have paid me. They also closed my account permanently. This is an awful casino and they only paid because I reached one of their top employees and emailed her.

I would never trust them and cannot recommend that anyone else should. They are abusing the UKGC rules, taking all the money they can from everyone until they win and then do this. Read the reviews on Trustpilot. They have many cases of non payment and try to hide them by giving players 20 10p spins to give them a good review.

I cannot emphasise enough that this once decent casino has turned rogue.

DO NOT USE.

Dear AQS2023,

I'm glad to hear that you finally successfully received your winnings.

Sadly, with the closure of your account, there is nothing we can do. Every casino can close any account at their own discretion once all financial obligations towards the player have been fulfilled.

This or similar rules are very common in almost all online casinos.

I acknowledge your dissatisfaction with this approach, though it's worth noting that it's not uncommon in the industry.

I completely understand your less-than-ideal user experience with MrQ Casino. However, since your primary concern (the payout of your winnings) has been resolved, we cannot regard the closure of your casino account as a reason to penalize the casino.

Please feel free to explore our list of recommended casinos for your location, and I'm confident you'll discover a casino that aligns better with your preferences.

Considering all the above-mentioned circumstances, can we consider your complaint resolved?

I never intended to keep this account open in the first place. How could I ever trust a company that does this again? Please remember that I had already verified my account twice before and always had to when I won. They just hate people winning.

I can assure all of your readers that there are many people out there now who have won legitimately from this casino but will never be paid.

All they are doing now is taking all the deposits they can, waiting until people win and withdraw and then starting this regulatory nonsense to try to get out of paying.

I repeat, I was just lucky that I found the right person within the company.

Also note that I asked them to tell me the account closure reason and they haven’t.

Dear AQS2023,

I fully comprehend your less-than-satisfactory encounter with MrQ Casino. Nevertheless, as your main issue (the payout of your winnings) has been successfully addressed, we cannot view the closure of your casino account as grounds for penalizing the casino.

Please feel free to explore our list of recommended casinos for your location, and I'm confident you'll discover a casino that aligns better with your preferences.

Taking into account all the circumstances mentioned above, can we agree that your concern has been satisfactorily addressed in the end?

MrQ do not follow the steps that a company which claim to be under the UKGC jurisdiction should.

You can keep supporting them as much as you wish but I will never endorse this horrible casino because I know for a fact that they are just robbing people. I was just lucky because of who I found to write to.

Please stop trying to argue for these reprehensible people.

Dear AQS2023,

I fully understand your dissatisfaction with MrQ Casino's approach, and I agree with you that your situation could have been handled much better by the casino team, however, I'm afraid you don't understand our position in this case. We are not excusing the casino for their actions, and as can be seen, we rate the MrQ casino as below-average in our casino review.

As your main issue (the payout of your winnings) has been successfully addressed, we cannot view the closure of your casino account as grounds for penalizing the casino.

The casino team has informed us they will sort out your issue, and this (although it took much longer and you had to contact someone directly within the company) was done, so we can't consider your complaint unresolved.

Again, I fully understand your dissatisfaction with MrQ Casino's approach. You can submit a complaint to the UKGC if you feel they should be somehow investigated by the authorities, but as I mentioned, we don't have valid grounds for penalizing the casino at the moment.

If you still feel your complaint was not resolved, I will accept that and will not close the complaint as resolved, but I will have to close it as rejected because your main issue has been resolved.

Thank you for your understanding.

Dear AQS2023,

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.

The payment issue is resolved. You can close the case.

I just want other players here to know NOT to use this casino. They are scammers. Many people haven’t been paid, just go to Trustpilot and read the reviews they haven’t paid people to write or have written themselves.

This company is just taking all deposits until there is a big amount to withdraw and then coming up with this issue to try to steal the winnings and not comply with the customers.

DO NOT use MrQ unless you want to be robbed. I only wasn’t because I did my research and found who to contact.

Dear AQS2023,

Thank you for your response.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation, and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you. Please feel free to explore our list of recommended casinos for your location, and I'm confident you'll discover a casino that aligns better with your preferences.

Best regards,

Michal

Casino.Guru