The player from the United Kingdom had requested a withdrawal of £150 three weeks ago but faced ongoing verification delays. After submitting various documents as requested, including proof of ID and a mobile bill, she had not received any updates and was given conflicting information during live chat interactions. The issue was resolved when she received her winnings 15 minutes ago. The complaint was marked as 'resolved' in the system.
MrQ Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: £150
MrQ Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
I deposited using my mobile bill , won money and withdrew £150 in 3 separate amounts all on 24/04/25, I received an email the same day asking for proof of i.d , mobile bill, selfie holding I.d. I sent all these documents on the 24/04. Then on the 04/05 I get an emailed response saying I sent my bank card showing all my digits and they asked me to resend the bank card hiding certain digits, I did this on the same day. Then on the 08/05 they email saying I have to resend my mobile bill in a PDF format which I did straight away. Not heard anything since. Every time I speak to someone on live chat I get told different things different times frames or someone will be in touch within 24 hours and it never happens.
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8 months ago
Dear Patience12345,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your mobile phone bill in PDF seems to be the only issue at the moment?
- Has the casino approved the rest of your documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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8 months ago
No I understand that but it's been nearly 4 weeks! They haven't told me that anything's been approved. I had to resend a picture of my bank card as the original picture I sent showed all my digits. I then had to resend my mobile bill in PDF format as I had originally sent just a screenshot.
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8 months ago
Dear Patience12345,
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,
Kristina
Casino.Guru
