MrQ Casino - Withdrawal request from the UK player delayed and account suspended.

I withdrew on the 26th of February 2024 , since I done that they have asked for everything from Driving licence to bank cards , statements, earnings etc it has been nineteenth days now and they suspended my account yesterday the 13th of February .

Dear shazzeruk1,

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. Did you receive any confirmation regarding successful verification before the casino blocked your account?

Do I understand correctly that £627 (dispute amount) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hi I was verified three years ago,yes it is being held now they suspended my account,it was without an active bonus, thank you so very much.

Thank you very much for your reply, shazzeruk1. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi yes I have had an email,they have said that they need to verify my account and that the winnings are safe in my account.

Thank you very much, shazzeruk1, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 shazzeruk1,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MrQ Casino representative to join this conversation and participate in resolving this complaint.

Dear MrQ Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much, I am still waiting for my winnings to reach my bank just to Clarify I am a She .

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.

They have paid out my winnings and I have asked them to close my account permanently as I am not happy with all the questions they ask.

Hello shazzeruk1,

Do I understand the situation correctly that your issue has been resolved and I can close the complaint as resolved?

I am looking forward to your response.

Yes it has and thank you so very much.

Dear shazzeruk1,

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,

Stefan, Casino.Guru