I used this casino since 2021, about 1 year into using them they started on me about responsible gambling, limits, etc.
I spoke with them on the phone and they gave me a £300 a month limit and said if I need more I have to prove my income. I said that won’t be necessary.
Almost every month since then I deposited and lost the £300, a couple of times I made withdrawals and they paid. No big winnings, usually just broke even or got almost my money back.
I played with £150 and withdrew £800. Then I checked my emails and they had written to me after I withdrew saying I need to provide a lot of information or I won’t get any withdrawals.
So does this mean that if I had lost they would have returned my money? If there is an issue with me withdrawing, why did they accept my deposits? I have sent them documents but they are still reviewing. They have 15 pages of my bank statements! Why should I have to give them so much information just to collect my winnings?
Can anyone imagine going to a real casino, buying chips, placing a winning bet and have them say you can’t have your winnings or even your original money unless you provide certain information? It’s ridiculous. If they have an issue with your account they should not allow any transactions in the first place.
I think they are taking advantage of the UKGC rules and just robbing customers now.
Your opinion sounds quite reasonable, but I urge you to check out this free e-course focused on the AML:
https://casino.guru/academy/course/igaming-player-verification
"Inadequate proof of source of funds (PoSoF) checks can be a serious violation of AML requirements. Casinos often allow a customer to gamble while being led into the dark about the source of their money, which could easily have been obtained illegally. Casumo (fined £5.85m or $7.1m) and Betfred (fined £322k or $390k) both went down the same road."
There are some legal reasons the casino must utilize "against" the players. If you believe the casino is acting unfairly though, please - submit a complaint:
I submitted a complaint about this here but it hasn’t been published yet…
I used this casino since 2021, about 1 year into using them they started on me about responsible gambling, limits, etc.
I spoke with them on the phone and they gave me a £300 a month limit and said if I need more I have to prove my income. I said that won’t be necessary.
Almost every month since then I deposited and lost the £300, a couple of times I made withdrawals and they paid. No big winnings, usually just broke even or got almost my money back.
I played with £150 and withdrew £800. Then I checked my emails and they had written to me after I withdrew saying I need to provide a lot of information or I won’t get any withdrawals.
So does this mean that if I had lost they would have returned my money? If there is an issue with me withdrawing, why did they accept my deposits? I have sent them documents but they are still reviewing. They have 15 pages of my bank statements! Why should I have to give them so much information just to collect my winnings?
Can anyone imagine going to a real casino, buying chips, placing a winning bet and have them say you can’t have your winnings or even your original money unless you provide certain information? It’s ridiculous. If they have an issue with your account they should not allow any transactions in the first place.
I think they are taking advantage of the UKGC rules and just robbing customers now.
The complaint has been published - you can view it here:
https://casino.guru/mrq-casino-player-s-winnings-haven-t-been-received
Please can someone help I have had a account with mr q for a while now I made a deposit the other day of £50 using what I thought was my card (auto fill) quickly realised it was my wife’s card long story short I have £4000 of winnings in my account which I was u able to withdraw I went on their live chat to be told it was fine and I would just need to send my wife’s ID and a picture of the card used which I did now they have closed my account and sent the terms and conditions that I have breached! I have emailed them repeatedly emailed them stating this was not done Will bad intent and that it was a genuine mistake and I’m getting no reply can someone please tell me I have a chance of getting this money I am absolutely devastated
thanks for reading
From all my experiences with any casino where you use a card that is not the registered account holder in their t@cs it always states ' all winnings will be void, deposit lost and account will be closed. They see it as a serious breach and the penalty is harsh.
Please can someone help I have had a account with mr q for a while now I made a deposit the other day of £50 using what I thought was my card (auto fill) quickly realised it was my wife’s card long story short I have £4000 of winnings in my account which I was u able to withdraw I went on their live chat to be told it was fine and I would just need to send my wife’s ID and a picture of the card used which I did now they have closed my account and sent the terms and conditions that I have breached! I have emailed them repeatedly emailed them stating this was not done Will bad intent and that it was a genuine mistake and I’m getting no reply can someone please tell me I have a chance of getting this money I am absolutely devastated
thanks for reading
Hm so it looks like it's going to be a tough fight for money in my opinion. On the one hand, you broke the casino rules, but on the other hand, I noticed that the casino told you that if you send everything they need with your wife's card, there shouldn't be a problem. It's a bit of a conflict of interest, I'd say.
Anyway, I see you've already filed a complaint on this case, so we'll see where the team gets to. I wish you the best of luck.
Thank you yes I have also just filed a complaint with mr w I challenged them as they actually let me withdraw £100 to my wife’s account so they in fact are in breach of their own t&c so will see if I get anywhere
So it's quite strange if I'm right to say that they go against their own terms and conditions. But like you said, we'll see where our complaint team gets to. If there's anything new, don't hesitate to let us know. Fingers crossed. 🤞🤞
That gives you half a chance but casinos in general are quite SLIMY when it comes to t@cs and how they see it. Good luck it's a nice amount of cash so let's hope you get it
What do you think my chances are?
I found this online what are people’s thoughts they have let me with draw £100 to my wife’s account and then asked for information
Hi I’ve been reading you’re thread I won £4000 and they have closed my account could you please tell me who the top employee your contacted was please I need this sorting asap
Please email me with all the details of your case at Aquarius3277@gmail.com.
I will send you screen shots of my complaint
Ok
Sent
I am not sure, as I think that such a case should be judged separately by the casino. However, our complaints team will certainly give you an explanation whatever the outcome. So we'll wait and see where they go from here. I hope everything will be resolved fairly. 🙂
Not sure if they’re still looking into it
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