Complaint #40 MrQ Casino

Wrong cards and numbers displayed purposefully putting me at disadvantage against the house

By Sibyy786

2 years ago

Was put a 7 vs a 6 however dealer changed cards around and therefore put me at a massive disadvantage against the house have screenshot proof of the wrong cards and the dealer had changed all cards dealt around between players without proper checking or verification also did not replying to my emails have emailed multiple times to no avail and am trying to get in touch with them however they don’t seem to be interested can provide screenshot proof of my complaint.

Disputed Casino MrQ Casino

Reason Other

Discussion

AskGamblers

• Support Team

2 years ago

Dear MrQ Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

• Support Team

2 years ago

Dear @Sibyy786,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

MrQ Casino Complaint Stats

Resolved 0 / 6

Avg. Amount $3,286

Avg. Complaint Duration 5 days

Avg. Response Time 4 days

MrQ Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

MrQ Casino Complaints

See all complaints for this casino

Not Processing Withdrawal of £240

So I on the 25th of October 2023 at 11:22am came to the end of a 6 month self exclusion via gamstop. That day MrQ verified this and re activated my account upon my request and Deposited £50 and later that evening requested a withdrawal of £240.

My account was restricted then from deposits and withdrawals as I apparently activated the threshold whereby I have to provide source of Income documentation. I emailed those requested documents that same evening to the enhanced verification team.

They then responded a few hours later requesting proof of deposits from a PDF statement from my PayPal account for October 2023. That I sent on the 26th Of October 2023 at 01:07am. All this communication in the space of 4 hours. I also that evening had an email from MrQ Operation Team informing me of the restrictions and that I needed to arrange a time to receive a phone call from them to discuss whether or not I'm comfortable with gambling. All this should have been done before they allowed me to deposit again upon reopening my account!

Meanwhile I booked a date and time to call after updating my mobile number with them. This call was agreed by them to take place on the 28th of October at 14:30pm. I cancelled my weekend activities for that day to take the call. That call never happened. At 14:34 I received an email stating the call was cancelled until my docs had been reviewed. That was one document sent on the 26th at :01:07am which consisted of 1 page PDF October statement from my PayPal account of the only transaction in 6 months of £50 to MrQ.

Now I'm finding it hard to believe that its taking 9 days or possible longer who knows. To review this document and process the withdrawal or even provide and apology or response to my enquiry into the delay.

Unresolved

£240

Withdrawals not being paid

On August 7th I deposited £150 and made 3 withdrawals, £500, £200 and £100. None have been paid so far.

The casino emailed me demanding source of funds information. At first I didn’t see any reason for this since we had agreed on a £300 a month deposit limit and would have to send in source of funds information if I wanted an increase.

I did send in everything they requested which took quite a long while. On August 22nd they emailed me saying they didn’t require any further information and that they were completing their checks and would be in touch when they had.

There has been no further contact from the verification team, the other person I have been contacting keeps saying they will contact me in due course.

Nothing is happening, on my account it shows my withdrawals as ‘requested’ since the moment I made them.

It is now 22 days and I’ve still not been paid. I find this whole situation ridiculous and even the UKGC say casinos should not hold on to players funds unnecessarily.

Why have they not paid me yet? I feel it has been a reasonable period for me to have been paid by now.

Unresolved

£800

Does not want to pay my money

So I had a online account with MRQ for some time now and there was never problems before with either withdrawing my money or making deposits. Well last week I have won £1k and the casino doesn’t want to pay my money out after I have sent them picture of the card my id. Holding my id I had to even write today’s date and take a picture of it and send it to them. Crazy and when I try to contact them through live chat they are disconnecting me with message contact is through email. Well when I contact them through email they are not replying to me. This is going on for a week now and I had enough now!

Unresolved

£1,000

Verification docs sent

I got asked to send docs such as a payslip, and bank statements etc. I then sent the required documents.

It had been a while since I had heard anything…

I went to log into my MRQ account to find it had been suspended for no reason.

I have over £600 of withdrawals waiting.

I have tried to email their support but it says my email doesn't exist.

The reason is that they have suspended my account!!

I have proof that this is the correct email address as they have sent me emails before …

This is totally unacceptable.

Unresolved

£600

No receive my Win When I do the Withdrawal and I am verified

I want to Withdrawal from my account 13600£ from 21/07/2022 and I no receive nothing I just receive a mail. When they ask me for different documents and I send them a passport driving licenses, a copy of my card a copy of my card confirmation, a statements, a payslip because they ask me for All that documents and now they stop and I no can do anymore deposit. I Attach here a screenshot with my win and All mail what I receive from them, on mail you got a confirmation how they receive my documents.

Unresolved

£13,600