MrQ Casino - Player's withdrawal is delayed and account has been closed.

A withdrawal request was made on 13.12.24 for the sum of £1,800.00

It is now 27 days since this request and no monies have been received.

It should be noted that after my request was submitted a generic email and not a personal email from Mr Q was received on the 14/12/24 requesting information. Stating that it was to keep everything above board and tick a few boxes!! And for now we have limited your deposits and all withdrawals will be put on hold until the information below:

1) Valid Id and proof of address 

2) Payslip

3) Card used on your account 

4) connection to my bank.

Not at anytime was there reference to a specific reason for the request of additional information to process my withdrawal given.

The basis of any decision not to process a withdrawal fully explained and provided to me.

It should be recorded that where a withdrawal restriction is motivated by a suspected breach of Mr Q’s operational terms and conditions, you should inform of the relevant breach and fully explain your decision not to proceed with my withdrawal.

For transparency is the request for further information, for verification, gambling harm check, a proceeds of crime check or a check for your own commercial purposes??

It should be noted that Mr Q should request such information at the earliest possible time and in proportion to my risk profile and not after a withdrawal request has been made and following a period of several deposits and funds gambled repeatedly.

It also should be noted that I’m no criminal and have been fully cooperative with Mr Q requests so I don’t believe AML procedures be used as a means of frustrating my withdrawals. In fact should there have been any concerns Mr Q should have raised them earlier and got the NCA involved to investigate.

Further to the above it is to be recorded that on the 18/12/24 Mr Q took it upon themselves to notify me that my account was now closed. It also stated that any monies on my account will be returned without delay.

To summarise and record todate, I have provided Mr Q the information below:

1) copy of bank details 

2) copy of card used to deposit on account 

3) confirmation of my occupation 

4) copy of payslips showing source of income

5) copy of bank statement showing deposits made to Mr Q on 13/12/24

6)driving licence

7) utility bill and statement of withdrawal on 13.12.24

Again I record that I have been very cooperative with Mr Q request todate, as I’m under no obligation to supply anything as this would severely undermine the data protection and privacy laws and essentially amounts to coercion.

Mr Q still request more and now I’ve escalated my complaint.

Dear Justice007,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrQ Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share evidence supporting your claims?
• Could you please share with me your communication with the casino you referred to in your post? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hi Tomas

I was a member for roughly a year.

An email from Mr Q was issued on 18/12/24 closing my account stating account closed for self exclusion. I hadn’t requested this.

The games played were mainly roulette.

No bonuses were used to achieve the balance of £1,800.00.

i will forward separately by email all correspondence between myself and Mr Q.

Dear Justice007,

Kindly forward the email you received from the casino regarding your account closure and any other relevant communication following your account closure so we may review it. So far I haven't received any supporting information from you.

Please send the information to my email at tomas@casino.guru Thanks in advance for your reply.

Thomas

the email was sent 11/01/25. I have sent again

Thanks for your emails.

You sent them to thomas@ instead of tomas@ but they were successfully recovered. I apologize for the inconvenience and the delay.

I went over the communication you provided and understand your frustration.

From my understanding, the last obstacle(s) in completing the source of funds verification seems to be fulfilling the casino's request from December 17th:

"Here’s what we’ll need from you:

Connect your bank: Swing by [link removed] to connect your banking app - it’ll help us verify your MrQ deposits and your income source. Please make sure the account you’re linking includes this information.

Your most recent payslip or SA302: if you're employed, we'll need your most recent payslip. If you're self-employed, we'll need your most recent SA302.

The card you’ve used on your account: Just pop over an image of this via email, ensuring the first 6 digits, last 4 digits and cardholder name are visible. If you’ve not used a card, no problem, you can skip this step.

Your occupation: If you’re emailing us your card, you can let us know your occupation in the same email, and we can update this on your account. Alternatively, you can visit your profile and update your occupation yourself."

• Could you please confirm you completed these steps besides providing the documents you specified earlier?

If there are any developments regarding your case, please let me know.

Hi Tomas

i have provided everything they have asked for except access to my bank account. I have provided screens shots from my account showing deposits made to MrQ.

they have been provided everything I feel necessary to verify my account. It should be noted that there are a lot of people having the same issues with Mr Q having read trustpilot reviews.

Thank you very much, Justice007, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Justice007,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MrQ Casino representative to join this conversation and participate in resolving this complaint.

Dear MrQ Casino,

Could you comment on the matter?

Thank you in advance for providing the information.

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.

Well I can’t see Mr Q responding if I’m honest!!

so this achieves nothing

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (adjudication@ibas-uk.co.uk or complaints@ibas-uk.co.uk) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the United Kingdom Gabmbling commision itself. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru