The player from the United Kingdom had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. However, the issue had been resolved after the player reached out to the founder of the online casino. We, the complaints team, had marked the complaint as 'resolved' in our system.
MrQ Casino - Withdrawal of player's winnings has been delayed.
Amount: £500
MrQ Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
MrQ Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Hello, I raised a withdrawal request with MRQ on 07/05/2024, I was asked on the same day for ID, open banking linking, proof of address ect ... all supplied as requested. I have been a member of MRQ for many years and have been through this before (the checks).
I was promised updates within 48 hours twice, with the most recent being direct from the player protection team advising this will be resolved and concluded by 10:35 on 13/05/2024. No communication and with chasing no updates provided, it feels like they have gone completely dark, live chat do not help at all and reading some other cases I am now slightly concerned. Hoping CG can help instead of going through the banking system which can be tricky/timely. Thanks in advance.
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6 months ago
Dear charlieburley1989,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
I actually reached out to the founder and all has been resolved - thank you for your prompt responce.
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6 months ago
Dear charlieburley1989,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
