MrQ Casino - Player’s withdrawal has been delayed.

Terrible experience I’ve played mr Q for 2/3 years never a problem all of a sudden I won £4000 cashed out 10 minits failed withdrawal very strange I play all sites never had a problem money is in my account in 48hrs max! So I then asked to lower the transactions to £2000 a time in case there is a limit visa Apple Pay refunds no reply! 4 days pass I got an email saying I need to send a bank statement with my iban and bic number on it my bank only sends a pdf statement with only the bank account and sort code on it I sent the iban and box number separately but it’s the match for that account! That wasn’t good enough I was then advised to open a new account with Monzo so I did sent that statement and no reply ! We are now on day 8 so I made a complaint now my account has a self exclusion which I never did so it’s very strange anyway everyday I stress on the online chat I need my money and all I get is allow 2 days to reach out to me we are now on day 9 still no money still no reply my advice is if your a online player do not use MrQ you simply won’t get paid on a huge win I win 11k on William hill casino next day payout these lot just won’t give it Im now making a legal case and I promise I will get money on way or the other! Please do not play another delay tactic response mate I’ve heard this for 14 days I’ve sent MrQ over 40 emails asked for all my live chat logs by email all I’ve received is 4 chat logs 3 emails talking utter rubbish each agent gives a different storey!! Just send me my £4000 I’m posting bad feed back on each review site that’s on the net so this doesn’t happen to no one else I’ve got to beg for my money its ludicrous! Jast pay me!!

Hi Stefano,

Thanks for getting back to me. I'm sorry to learn of your situation and hope you have the necessary support around you.

I'll be your main point of contact throughout this process, so if you have anything you'd like to add or discuss, please reply directly to this thread. To ensure everything is handled smoothly, kindly avoid contacting the Player Experience Team via live chat or email about this matter.

I'll complete the complaint review and come back to you within the 7 day timeframe. I will also arrange for a document showing your Live Chat conversations. I'll provide this to you at the same time as the stage 1 complaint response.

Latest email only because I’ve harassed them to email me still no chat logs still not money still nothing. 

Hello riccardodaniello1982,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrQ Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account has ever been verified in the casino? Did you request for a self-exclusion in any other casino or at GAMSTOP? Is your account currently closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified and I’ve had a lot of cash out up to £1800 my total deposits over 2/3 years is £18,000 also I’m a man my name is s**** D***** they continue not to give me a answer where my £4000 is and keep saying another 7 days to resolve its pure robbery I want all my £18,000 back it’s a con

I’ve spoken to the gambling commission they do understand why they are doing this I’ve provided all bank statements and even opened a Monzo account as I was advised by there chat room agent I’ve requested all chat logs from 2 weeks ago still no chat logs no response but generated massages they will contact me in 48hrs I’m undergoing metal health issues now due to this stress of being robbed of my money they are a multi million pound company based in St Albans so this is a big blow to there reputation now as a fast payout and fast response policy’s I just hope and pray I get my money

This what I get now when I try contact a chat room agent nothing. No reply nothing it’s a joke

i forgot to mention I’m not self excluded no where I only play a few sites

my account is on a self excludtion which they put on it not me after the agent mislead me into saying I needed the money for food he said I would get the money quicker.

i speak to the chat advisor every day they just tell me it’s being delt with and terminate the chat

They sent me this yesterday after I contacted the gambling commission but these people know all the tricks

I really need help to get my money please

the latest chat I had with them still they won’t give me a answer where my money is and when I will get it it’s disgusting they have certainly robbed me of my winnings I’m very upset .

I managed to get 4 chat logs out of them this one saying there is no issues but can give me an explanation where my money is is

Hello riccardodaniello1982,

We always do recommend to wait at least 14 days for any kind of withdrawal (refunds or payouts while the account is closed may take even longer).

As your account got closed aprox. a week ago, along with the awaited payment, I can only recommend you to wait at least 7 more days for the casino to process the payment.

Please be sure not to spam them as it will only prolong any kind of progress.

Once it would take longer than the recommended time frame, please let me know.

Regards,

Nick

Dear riccardodaniello1982,

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.