MrQ Casino - Withdrawal of player's winnings has been delayed.

I have a pending withdrawal of £700 and £200 from MRQ online casino and I was advised that my account needs to be verified despite the fact that I have been playing with them for years and didn’t have any issues with past transactions. I believe, the account verification triggered when I sent a new document for my address to be updated. They have all the needed documents but their verification team haven’t really looked into it and they haven’t responded at all. I was only getting a response from the support team telling me that their verification team have no updates yet as they have not looked into my account yet. Aside from the pending withdrawal, I still have around £800 sitting on my account that I cannot withdraw too as it will just be withheld same with the current funds that’s being withheld. I don’t know what to do and until when shall I wait from them. It’s just really unacceptable that they’re not getting back to the customer and you can’t even contact them directly and have an actual update or an answer. Hoping to have some help on this 🙏

thanks a million.

Dear ianjest0ni,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ianjest0ni,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

Thanks for checking in. Unfortunately, there hasn’t really been any progress on this. They still haven’t processed my pending withdrawals. I kept on following up but it’s not really getting sorted out. Someone finally replied only to ask if I am based in the UK because they noticed that my passport wasn’t processed in the UK. I mean, seriously? With all the utility bills having my name and updated address to it. I was from a different country before and moved to the UK couple of years ago and living here when I started playing in their site. Again, it’s just frustrating because there hasn’t been any issues I have encountered with them before with all the transactions made and now all these verification that doesn’t really make sense.

I am really hoping that by reaching out to this platform will somehow make the difference. Not only for me but also for the others who maybe experiencing the same thing.

Thanks again and looking forward for the best result.

Dear ianjest0ni,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi Nick,

Forwarded it to your email as requested.

Thanks!

Thank you ianjest0ni for all the information provided so far. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick!

Hi Katka, Really hoping for a positive outcome on this issue. Let me know if there’s anything I have to provide or anymore information needed from my side.

Thanks!

Dear ianjest0ni,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite MrQ Casino representative to join this conversation.

Dear MrQ Casino, could you please provide more information about this case?

Looking forward to your reply.

Thank you, Katarina.

Looking forward to MrQ Casino’s response.

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.

Dear ianjest0ni,

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 Independent Betting Adjudication Service– an alternative dispute resolution service (adjudication@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. I am sorry I could not be of more help on this occasion.

The casino can reopen this case anytime.

Best regards,

Katarina