MrQ Casino - Player's withdrawal is delayed due to account issues.

Friday 4th October I deposited £200 and withdraw £220.08 then I was hit with source of funds check and my withdrawal was put on hold. I’ve connected to clearstake banking, updated occupation and sent in my debit card. I received email saying they’ve put deposit limit of £500 month on my account but still no withdrawal. They hit me 1 year self exclusion so now I can’t log into my account to use live chat. I’ve sent email upon email only to be told checks still on going it’s now Wednesday 8th still nothing. I’m not being told anything the possibility of them saying in few days we need more information further delaying my money. I just feel helpless as there holding my money nothing I can do, I’ve not broken any rules or laws this is becoming very frustrating as time goes on. I certainly won’t be using there service anymore. They can shut my account after I got my money. Any help would be greatly appreciated as at a loss. Thank you.

Dear Tiny_Litten,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Safer Gambling section of MrQ Casino, and this is what I found:

Operator exclusion

You may apply a Self-Exclusion to your account from 6 months onwards. If you choose to self-exclude, we’ll close your account and refund any balance above £1.00 back to the active payment method registered on your account. Where the remaining balance in your account is £0.99 or less we’ll donate it to a safer gambling charity.

Has your withdrawal request been processed by the casino before your account was closed due to self-exclusion? Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification, a high volume of withdrawal requests, or some other factors. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

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

Best regards

Veronika

The self exclusion isn’t the issue that was handed to me for a year. l’m not bothered about it as I have no plans on using this company anymore. I’m a verified user passed KYC checks when I first opened the account just over a year ago. I deposited £200 on Friday 4th October I won £20.08 so I decided to withdraw but couldn’t as they hit me with source of funds check, I’m still waiting for my withdrawal. I’ve done what they asked I connected my bank to clearstake website so they can snoop inside my bank and told them my occupation. I wasn’t happy about it especially them looking into my personal bank seeing everything. Yesterday i finally got important email regarding the situation, they can see another account which they think is a bank account and want access to that but it isn’t a bank account it’s a ISA savings account so once again they want me to log in with Clearstake so they can snoop but Barclays won’t allow third parties to look. They wanted picture of my debit card which I was happy to do. Also asking for my PIP letter disability letter to prove I have this benefit I feel that’s degrading as it’s personal with my conditions also jobcentre letter for benefits. They can see I’m in receipt of it through looking at my bank. I really feel this is a overreach and abuse of power I feel degraded by it not right.

I’ve sent screenshots of other funds i receive from selling bits via PayPal. I give complete run down with pictures and explanation off my gambling patterns it’s all there in banking app which they’ve seen. I’ve told them i urgently need that withdrawal I said keep £20.08 I won give me my deposit bank and shut account or ban me for life as I want nothing to do with this company. This there anyway I can send some screenshots to give a better overall account of the situation. I really appreciate your help as this is becoming very stressful.

I forgot to add on that email yesterday it states if they don’t get access or documents needed the withdrawal will be kept on hold so basically ransom. I’ve been cooperative but I feel it’s abuse now as they can see. Thank you

This was there latest list on Tuesday 8th from verification team I’ve emailed them but no response. Here’s email. They think I have another bank account which I don’t. I explain in the next reply

I wasn’t happy about doing it but i did. They can’t have access to it due to Barclays

rules I will show you. I’ve told them is but no response.

Here’s another piece of evidence I sent them winnings from another site

I’ve coloured coded them match them up. No response from verified team

As you can see my bank account overdrawn the money there holding from me is only bit I have until next month, I have bills to pay. This is causing me so much stress I really need help. I’ve sent new emails to customer support team but I get is same copy and paste generic email about gambling help. It’s them causing me the stress I’ve tried reasoning with them but nothing at what point does this turn into abuse of power they can clearly see I’m not money laundering. They’ve been inside my bank account. They’ve now hit me with permanent self exclusion because I said I’m vulnerable adult with severe learning difficulties which I then sent picture of my hospital letter. They say there acting in my best interest but it’s them causing me harm and stress.

I’ve just sent the verification team a benefits letter as you can see the conversation very one sided the last email from them was Tuesday 19th October. I’ve been so cooperative with them I’ve done what they’ve asked but in return there demands are more and getting more intrusive at what point does my rights come into this? These seems like abuse of power almost like they’re making it difficult so I will give up and they get to keep my deposit and small win of £20.08. I really need help as this is getting me down stressing me out having to keep chasing them. If they really cared about players well being they would look at all this information my learning disability’s and do right thing they can clearly see this money isn’t from criminal money laundering and accounts in my name. If someone is reading this please please help me

Thank you for your replies. Before we proceed with the resolution of your complaint, I’d like to double-check some information:

1. Have you sent all the requested documents to the casino, including your bank statement, proof of ownership of the payment card used for depositing, your universal credit entitlement, and the PIP letter of entitlement? When exactly did you send these documents, and have they been reviewed by the relevant department yet?
2. Have you informed the casino that the other bank account they mentioned is a savings account? What was their response?
3. Have you been asked to submit any additional documents in the meantime?

Your answers will help me assist you more effectively. Thank you for your cooperation, and I look forward to hearing from you soon.

I have got update with two emails from customer support and verification team. I’m currently in process of getting the universal credit statement but it’s not as straight forward as it should be due to me changing my mobile number few months ago, so the verification code goes to my old number which I don’t have access to. So I now have to wait for appointment to change it over but once done I can provide it. I know the last objective will be the hardest as they think this account 00480916 is bank account I’ve told them on many occasions it’s not and it can’t be accessed by Clearstake as it’s not a selectable account and it doesn’t have monthly statements only yearly ones every November. I’ve shown all this to them to show I’m telling the truth but I know it will be a problem. As you will see for yourself from the screenshots from my next reply.

i really appreciate the help thank you.

Heres the latest reply’s from them as you can see think it’s bank account.

can’t be looked at via Clearstake as it doesn’t show up

Account number matches up and it’s yearly

statements. I just know they will play hardball over this when they can clearly see I can’t physically give them what they want.

Here’s my replies

Update: I’ve sent them the PDF file for October Universal Credit statement. I’ve done everything that’s been asked of me part from the ISA account which I’ve proven cant be looked at via third party (Clearstake) as the account does not show up and it’s yearly statements every November so it’s not my fault so this shouldn’t hinder me getting my withdrawal as it’s out of my control. I’ve provided screenshots from my replies. I’m betting that will play hardball over it because they can’t look at that account hopefully they just do right thing and give me withdrawal. Thank you

Update I’ve heard nothing since Wednesday after sending that last piece of documentation over. I’m at end of my limit now with them making me ill all stress there causing me real world harm causing me debt I can’t pay certain bills so I’m being hit with late fees £12 a time, bank charge backs where’s not enough in my account not mention impact on my credit rating arrears etc…. I dunno how they get away with this it’s so wrong they do not care. I’ve sent email Friday 18th hoping something might happen. I’ve been trying to phone Lindar Media but phone line gives the same message I can’t find email for them as I was hoping they might help. I’m just gobsmacked how they can operate like this it’s hideous behaviour. Someone needs to lay the smack down on this company their ethics are beyond belief. I’ve attached email. Thank you for your time and support I really do appreciate it if it wasn’t for this I probably give up as it’s stress and worry.

Thank you very much, Tiny_Litten, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I’ve blurred the picture out as you don’t need to see it but you get the impression of it. I sent it to them attached with that email to show and make them understand my conditions and how this situation is making me.

Thank you veronika much appreciated

Hello there,

Thank you Tiny_Litten for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MrQ Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you Peter I’ve done everything they’ve asked provided additional evidence. The verification team are useless can be up to 4 days for reply. I give you authority to use any of my personal information, details plus sensitive information if it maybe needed I’m fine with it. I appreciate your time and support on this matter.

Thank you

Matt

Dear Peter, please can you close request as I have my withdrawal now. Thank you for your time. Matt

Dear Tiny_Litten,

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, 

Peter