MrQ Casino - Player’s withdrawal was confiscated due to an alleged duplicate account.

deposited 5k and withdraw 33k.

after a week of verification, they asked me a ton of docs which I provided. They sent me the below email. I do not have a duplicate account.

Thanks for your reply.

We can see you're closely linked to another account in our system. We can only allow players to hold oneaccount as per our T&Cs. We’ve closed any existing accounts linked to you, and you can keep the initial registered account as your active account.

Due to our Terms and Conditions breach, we have denied and removed your pending withdrawals.

Please note, if you create any further duplicate accounts it will result in your active account being permanently closed.

Dear Kloppo18, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Have you used any VPN or IP-masking software to access the casino website?

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, 

Veronika

Hi Veronika,

i opened the account in the presence of a friend who also has an account with Mr Q but we do not share the same household or IP address.

i sent them ID, bank statement for old and new address, and a selfie holding my ID with a piece of paper with the date on it as they requested.

i did not accumulate winnings with any active bonus.

i have not used a vpn.

many thanks

Thank you for your reply. When you registered at the casino, was your friend logged into their account? Were they using the same wifi connection? Have you used any bonuses that your friend has also used? Have you played the same or similar games in the casino?

No he wasn’t logged in as far as I’m aware. He just told me about the site.

i mean we were probably on the same WiFi whilst we were together but I obviously actually recall if used WiFi or just my 5G.

obviously can’t recall if I was using WiFi or 5G at the time.

i did not use any bonus period. I have no idea what he used.

I played roulette. Again I have no idea what he does on the site.

Thank you very much, Kloppo18, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Kloppo18,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MrQ Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated? How were his disputed winnings accumulated? Did he use any bonus, or was there a breach of other of the casino's rules? What was the (unfair) advantage he gained provided that it is about multiple accounts used by 1 person?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Greetings,

Extending the timer for the casino once again because a week ago, I was informed outside the thread that the responsible casino representative should get back to me/us but they have not yet.

However, please note that we are talking about an extra timer over our standard processing times for complaints, so, if no one from the casino comments on the complaint or we are not provided with relevant information/details until the current timer expires, the complaint will be closed in accordance with my previous post. The casino representative will be informed about the same.

Thank you for your patience and understanding.

Hi,

There are limited number of instances where rules are broken and we aren't able to make a payout.

We can see that the player has completed our internal complaints process and a final decision has been given. The next steps have been provided to the player should they wish to escalate this further with IBAS.

We'll of course provide all evidence required to support any complaint or request for information with IBAS

Thank you for the update, MrQ Casino team.

Dear Kloppo18,

Can you please provide me with the complete email communication between you and the casino?

I can see you use Outlook - simply copy the whole communication (click on the last email from the casino and ctrl+c or right mouse button and "Copy" option) and paste it to the email body by ctrl+v (it will be attached as attachment there). Feel free to forward the whole communication to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

It’s ok. These guys are scum. I’ve raised a case with IBAS.

Thank you for the update.

Can you please look at my previous post once again and provide me with the requested following my instructions?

In addition, can you provide us with a confirmation/screenshot/ref. number of a complaint submitted with IBAS?

For what purpose would you like the reference number?

it’s clear at this stage that you cannot assist right?

There are 2 options, Kloppo18.

I can close the complaint as "waiting for the regulator's decision" and later reopen/update the case accordingly. And according to our new internal policy, I need a confirmation of it to close it that way. Anyway, we will later need also their ruling. (Please note we are not obliged to close the case the same way as ADR/regulator decides, and we will review it)

Or, if you refuse to cooperate and provide the requested, it is possible that due to that, the complaint may be rejected. Basically, it makes sense because it looks like there is a reason why you have not provided me with the complete communication between you and the casino yet, and therefore, it is possible you have not submitted a complaint with the casino's ADR/regulator (knowing that the casino will provide all the necessary details/evidence to them upon investigation).

So, can you please check my previous posts and questions directed to you and provide the requested?

Or - how do you imagine further proceeding?

Dear Kloppo18,

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.

Close the case as waiting for regulators decision. I don’t see MrQ listening to you if the regulator sides with them.

they are a real scummy organization it’s a shame customers do not know this before they use their site

Alright, Kloppo18, let's do it a bit differently this time.

This is the last time I am repeating the same questions:

"Can you please provide me with the complete email communication between you and the casino?

I can see you use Outlook - simply copy the whole communication (click on the last email from the casino and ctrl+c or right mouse button and "Copy" option) and paste it to the email body by ctrl+v (it will be attached as attachment there). Feel free to forward the whole communication to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

In addition, can you provide us with a confirmation/screenshot/ref. number of a complaint submitted with IBAS?"

Also, to be clear regarding the ADR's/regulator's ruling - as was mentioned, we are not obliged to decide the same way as the ADR/regulator, however, we mostly do so based on the complete details and documents players receive with ADR/regulator's decision, which you would be asked for once they made it.

Please note if you do not cooperate and provide the requested, the complaint will be rejected.

Thank you for understanding.

I don’t appreciate your aggressive nature.

watch how you speak to your customers.

im not sure who you think you are exactly?

Thank you for your opinion, Kloppo18.

I am (was) a patient one who tried to help you resolve your issue and spent significant time on the matter instead of devoting it to players who really need our help. And you can believe that there are many. Please, go through our last posts after the casino's last response. If it is still not clear, there is nothing else to explain.

1. I do not appreciate wasting my time.
2. Customers use goods/services from a provider for money or a different form of valuable consideration. We offer our services to players in trouble for free.
3. Complainants are obliged to fully cooperate in resolving their issues and provide the requested. You can find more in our Terms of Use you accepted by registering and submitting your complaint. If you do not like the way we do it, no one forces you to complain on our website.

In accordance with the information provided in my last posts, we are closing/rejecting the complaint.

Once you change your approach and decide to provide all the requested, feel free to request reopening or contact me via email (branislav.b@casino.guru).

Thank you for understanding.

Thank you very much, MrQ Casino Team, for providing information.

Best regards,

Branislav, Casino.Guru