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.

Hi still nothing I’m uploading the latest reply they refuse to check my source of funds now it’s been over 7 days they have also refused to give me all transcripts chats from the start with all the lies trying to cover it all up I’ve contacted the gambling commission they are now involved as are soon to be the adr mr Q tried to escalate the matter to the second stage I told them in emails multiple time I don’t want this as the time frame is 8 weeks and I’m not waiting I’m well in my rights to take this to court now as a company MrQ do follow any of the guidelines stated and try try try to do anything to not pay out it’s quite obvious what’s going on here I’m so upset and stressed out as a company can do this and try and get away with this.

Hello Stefano,

 

Sorry for the delay in coming back to you, I personally was not working over the weekend. However, the Player Protection Team does work 7 days a week.

 

Thank you for bringing your concerns to our attention and for your patience while I investigated your complaint and take any learnings found to improve the player experience we deliver. I'm sorry to hear that the process is causing you distress.

 

To ensure we address your concerns accurately, here is a summary of the complaint you submitted:

 

You are unhappy at the time taken to process a manual refund of your failed withdrawal & the requests for additional information

 

I have completed a thorough investigation into the matter. Here is a summary of my findings:

 

Account Creation and Verification: Your account "Stefd3213" was created and e-verified on 07/04/2022 using the details provided at sign-up. The account was then enabled for deposits and wagering

Withdrawal/Manual Refund: On 21/08/2024 you requested a £4,000 withdrawal. This was processed on our end, however, failed due to your Engage bank account. To look into processing a manual transfer the Player Experience Team requested a bank statement. The Engage statement did not show a BIC or IBAN which meant we were unable to complete a manual transfer to engage. You confirmed that Engage do not have or provide BIC/IBAN's. Based on this the Player Experience Team advised opening an account that would facilitate the transfer. You opened and provided details for a Monzo account. To comply with our regulatory obligations the bank statements needed to be reviewed before we could proceed with the transfer

Due Diligence: As a licensed operator, we are required to carry out ongoing due diligence during the lifetime of your account. Based on the document review the Player Protection Team required some additional information. It is difficult for us to ask for all of the information at once as we may need to ask further questions or request further documents based on what you initially supplied to help us answer any queries we have regarding the funds you have used to gamble. I appreciate these can feel intrusive but we only ever ask these to meet our regulatory obligations. Like all operators and financial institutions, we need to ensure the money used to fund your account has come from legitimate and legal sources. You can read more from the Gambling Commission here on the source of funds

Terms and Conditions: When you sign up you agree to our terms and conditions that we can request documents during your time with us, specifically 6.20. As a licensed operator, we are required to conduct a number of checks (ongoing due diligence) during the whole time that you have an Account with us relating to our license and other regulatory obligations. To be able to complete these checks, at any time we may request that you provide us with personal documents and/or information relating to your payment method(s) and/ or your personal and/or financial circumstances. We will try to request this information as soon as it becomes necessary to do so and until we receive the requested documents and satisfy these checks to our reasonable satisfaction, we will limit your ability to deposit or withdraw your funds. 

 

Based on my investigation, I have found the following:

 

Your account was correctly e-verified and enabled for deposits and wagering

The document requests were made and requests for additional information were made in line with both our regulatory obligations and our terms & conditions

The documents, information & account are still currently being reviewed

 

After careful consideration, I have reached the following decision:

 

The £4,000 will remain safe on the account until the document checks are completed

There is no update at this time for the review. I appreciate that the wait is frustrating and I will continue to do all I can from my end to help get the checks completed. As soon as an update is available from the team I will be in touch

No money no response me Q have robbed me I have to wait to get a final response now they won’t give me one

its not fair they are don’t it to loads of people on trust pilot they take take no questions where’s the justice

Thank you riccardodaniello1982 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thanks no reply for 6 days now from mrQ

Hello riccardodaniello1982,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration with the whole situation, we too would like to see any checks finished and the withdrawals processed on the same day. Sometimes the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes can unfortunately be lengthy due to various reasons. The latest email you have shared above is quite explanatory, and although it might not appear to you, the so far elapsed time is not really so long as we have witnessed cases where such checks took a couple of weeks. I will reach out to the casino to see how I can assist further.

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

Dear MrQ Casino,

Can you please provide us with a timer frame when the current checks are expected to finish? What can be done to speed up the whole process?

Ok thank you

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.

yes mr Q please give a response to this complaint and resolve this today now they appointed a new complaint guy call Sam on it it’s disgusting I’m not suffering mental health and I’m medication due to the stress MrQ have caused me they won’t pay! Give me my £4000

Dear riccardodaniello1982,  

I appreciate your update. It seems to be positive news, and I am pleased to witness progress in the right direction. I remain hopeful that the payment will be processed smoothly and without any unforeseen delays. Kindly inform me once you have successfully received the funds.

It’s been 48hrs MrQ have promised to pay today nothing I think it’s more lies

Morning Stefano, 

 

Our manual payment to your bank account 10030468 should be with you today. Please let me know if you have not received your funds by the close of business today, however, there should hopefully be no issues. 

 

As we have now processed your funds, your outstanding complaint, can you advise me if this can now be resolved?

Many thanks

Sam

Player Success Manager

Dear riccardodaniello1982,

Can you please confirm if you have received your winnings?

Yes all received thank you

Great news, riccardodaniello1982. I'm glad you received the funds successfully.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru