MrQ Casino - Player struggles with extended withdrawal verification.

Hello

I deposited 300 with a plan to only spend 50 and if no winning to withdraw. But I ended up winning and doubled to 600

Withdrawal did not arrive and notification text message about providing sources of fund

Anyway I did comply and these communications have been back and forth for around 6 weeks now.

One problem after another e.g.can't accept screen shots so fixed that and they even accessed both my bank accounts !!

Next they asking about a gift of 5,000.

What on earth has it got to do with them when I did not even use that money to play their game. You can clearly see on my bank statement I purchased annual insurance of 1700 and my car was 2000 and the money was a gift for my 40th which tallied with my date of birth too, I even included a screen shot of the text conversation time stamped ,thanking for the help to get a car for my birthday, Still not good enough,they wanted a letter RE nature of transaction. What the hell ?? I continued to comply, much to my shock...like could I actually be getting investigated for money laundering ?? Absolutely ridiculous. Extremely intrusive and provided everything asked for and still not received withdrawal

The last email was Sunday 17.30pm. It states they are in the final verification stage of their checks and will reach out to me within 48 hours. It has now been way past 48 hours hours, we are now on Thursday 9am,48 hours would have Been Tuesday 17.30pm.

I have emailed last night stating it has been over 48 hours...

( this has been going on for about 6 weeks now )

The last email who stated a time frame was a senior analyst....

Why say another 48 hours and then nothing...

Will I get my money ?

Dear Cherry24,

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.

• Could you please share your recent communication with the casino regarding the issue? 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 in advance for your reply.

Best regards,

Tomas

Hi please can I edit my post, I have checked emails and it has been 4 weeks not 6, ( feels longer lol ) , however, I would expect it to have been resolved by now due to complying with all requests.

Thank you very much, Cherry24, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Cherry24,

I'm Michal and I have taken over this complaint. I have reviewed this case and just so you know KYC as well as AML is a very important and essential process. The requirement to provide proof of the source of funds is a standard requirement that the casino is entitled to. If the casino has not requested it before that's OK, but as mentioned the casino CAN request this as it's stated in its T&Cs

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite MrQ Casino to join the conversation.

Dear MrQ Casino,

Can you please provide information on the player's delayed withdrawal process? Are there any further documents needed, or when can the player expect their withdrawal to be processed?

Hello

There is no further documentation required, I have provided every item requested and they are saying it is in the final stages of verification. How long does the final stage take because I am still waiting.

Kind regards

Good evening

I have an update. My withdrawal has now been approved. Thank goodness for that. It has taken around 5 weeks altogether now but my advise to people, is that if you have used a legit company, and you have not done anything wrong...e.g. used your own account etc, then there should not be a problem but be prepared for an intrusive process and the inconvenience of providing X Y and Z. If you do not have the documents then I would imagine even more stress and delays. personally however, this experience has been a blessing in disguise. I will be saving money going forward 😉

thanks Casino Guru, you can close my case now and thanks for the help. (maybe this sped it up I don't know...)

Great news, Cherry24. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays, However, should any issues arise, you now know where to seek assistance.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru