MrQ Casino - Player's withdrawal is delayed.

It is 4 weeks my withdrawal of £870 is is pending i have sent everything they have asked for documents statements i still have not received my withdrawal

Dear Alistair,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I have sent everything they have asked for statements documents and still have not received my withdrawal of £870 . Last week i got a message that they were waiting on a last document CA letter in which i sent to them but i still have not had my withdrawal. The money i used for my gambling was money i had won from a casino in London in February March but i cannot prove this. I have spoken to the casino manager and they said they don't share such information on anyone's winnings. I have mentioned this to the casino. A gentleman called Luke emailed me after i had left bad reviews and he said to me he would sort my withdrawal out but that wasn't 2 weeks ago and nothing has happened. I have all his emails as evidence on my phone

The casino have asked me about the source of funds used i had won the money from a casino in London and i was payed out the winnings in cash. I am currently on benefits looking after my disabled mum so i could not pay all my winnings at once into my bank account i had to leage some of the winnings at home which was in cash. The cash used to pay for my gambling into my accounts was the winnings from London in February march time which is very hard to prove. I rang the casino manager and they traced my winnings but said they are not allowed to share the information outside the casino to third parties. I have shown evidence that i am on benefits. I have shown everything they have asked for but i have still not received my withdrawal of £870

Dear Alistair, does the fact that you used the money you won from a casino in London stand between you and your winnings?

Has anything been sorted out as mentioned in the mail from the casino?

I had sent all requested documents and bank statements previously 4 weeks ago and i recently managed to contact the casino customer service and requested a play statement from the casino from February/March to prove my winnings from the casino and i i received my statement and have now forwarded this so they have now got no exuse to pay me my withdrawal. I sent this one week ago and still my withdrawal has not been processed. I think the casino delayed my withdrawal because they were not sure where the funds had come from but i have now proved this. It is almost 5 weeks now and my withdrawal is still pending still no news whatsoever.

Dear Alistair, do you have any updates regarding the withdrawal? Is the withdrawal request still pending?

Yes i had a update today. The casino is closing my account but have approved my withdrawal. It's gonna be a bank transfer so it could take a week or so for me to get my withdrawal. But i have emails on my phone as evidence that my withdrawal has been approved. So i am just waiting for my withdrawal. I will give you an update when i get the withdrawal.

Dear Alistair, thank you for the information provided. Please update us once you have received your withdrawal.

After almost 6 weeks of sending documents and bank statements they requested i finally got my withdrawal of £870 which was pending on my account. They emailed me to say they are closing my account but didn't say why. Anyhow i am glad i got my money. Be aware with this casino because verification takes forever. To be honest i would of closed my account myself anyway.

Dear Alistair,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 https://www.trustpilot.com/evaluate/casino.guru. 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, 

Dominika

Casino.Guru