Casino Complaint Gamstop problem at mrq.com - not refunding deposits!

Problems2020

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Hi Everyone,

My partner signed up to this casino mrq.com and as she normally does fully verified her account first. she sent her passport and bank statements so they knew exactly who she was. she deposited with no issues even got 2 withdrawals from them. she then deposited more money and won more, she wakes up the next morning to find her account blocked and they are stating she is a member of gamstop. she has not signed up to gamstop so have no idea why they have done this. They are now stating she is not allowed the winnings and they will NOT refund the deposits. SO TO MAKE THIS CLEAR TO EVERYONE. SHE HAS A FULLY VERIFIED ACCOUNT SHE DEPOSITED THOUSANDS AND WON THOUSANDS AND THE CASINO IS STATING SHE CANT HAVE ANY OF IT.

They just replied asking for HER to email gamstop and get information from them when she has no idea how or what to get because she dont use the service.

When she signs in to my account it says her deposits are being refunded however via email it's a different story.

Please can someone help me and tell me what i need to do to sort this for her
 
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Casinomeister

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Hi Everyone,

My partner signed up to this casino mrq.com and as she normally does fully verified her account first. she sent my passport and bank statements so they knew exactly who she was...
Did you mean to say that she sent her passport?

Are you a member of Gamstop? Maybe that's where the problem lies.
 

Problems2020

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Sorry yes. I am a member of GamStop yes but she is not addresses are completely different. She used all her own details and was VERIFIED how can they do this after verification even if she was on gamstop and im not saying she is im just saying ethics.
 

Casinomeister

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Maybe they identified you as the same individual. I don't know. If you'd like, you could submit a PAB and max can look into this.

Submit PAB here
 

Problems2020

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I will get my partner do this shortly thank you.

P.S. Pretty sure Male/Female is a big distinction we have no details linked
 

Problems2020

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Surely if they have verified the account and allowed withdrawals they are in the wrong and should face a fine if this goes to the UKGC? Could somebody advise on what i can do please. My partner is went to sleep over the moon and woke up gutted. The best thing is it says when you login the deposit will be returned and via email they saying to contact gamstop how does that make sense.

I appreciate your help @Casinomeister but it don't look like they are responsive to ADR's
 

perunamies

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They probably think it's actually you playing with your girlfriends account and documents. Is that the case?

Something feels fishy about this.
 

Problems2020

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They probably think it's actually you playing with your girlfriends account and documents. Is that the case?

Something feels fishy about this.

I was present yes but what difference does that make even if i pressed to spin which i didn't Account in partner's details 100% accurate Partners ID and address verified and also Partners card used. What is fishy about this please tell me
 

perunamies

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I was present yes but what difference does that make even if i pressed to spin which i didn't Account in partner's details 100% accurate Partners ID and address verified and also Partners card used. What is fishy about this please tell me
This makes no sense:

When she signs in to my account it says her deposits are being refunded however via email it's a different story.
 

danofthewibble

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Location
UK
They'll want to make sure that she's not gambling as your proxy. e.g. funds from your account going into hers and then deposited.

The GamStop database shouldn't link people from different addresses; I was under the impression it matches based on certain key data (of which an address is just one.) It may be that they've linked from something else.
 

irish-ranger

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I was present yes but what difference does that make even if i pressed to spin which i didn't Account in partner's details 100% accurate Partners ID and address verified and also Partners card used. What is fishy about this please tell me
If they link IPs and you previously had an account and her play style matches yours prepare to be disappointed..
 

slot_zombie

Meister Member
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Jul 25, 2014
Location
UK
Yeah. they probably did it on IP match or device match. And won't like the fact that there was a Gamstopped ex-player "present" at the time of the win..

I tried GS out a few years ago and had terrible trouble with it, not recommended. Lost most of my accounts permanently.
 

goatwack

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It's purely business- driven, and one can see their scepticism, given that these stories are well-worn and 10-a-penny.

Could just be that it's a simple mistake on their part, they don't see any cause for concern, and pay each party separately, and the world keeps spinning. But then, I'm on Gamstop too, and whilst having no desire to lift that, if my partner were to inexplicably tell me she'd won at pretty much any casino site, I wouldn't expect them to pay out, nor should they.

Still begs the question how they made the connection, but it's worth remembering casinos had safety protocols as long as casinos have been around, it didn't happen with the advent of RG, the UKGC, AML or even Gamstop...
 

Mark_Lottomart

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Bryan’s spidey sense picked this up quite quickly. As others have said it’s likely some kind of connection between the accounts. Is she using her own cards in her own name etc? Is she playing on your devices at your place or at home?

I hope the OP appreciates that “my partner was playing, yes I was there” etc is a big red flag. Was she playing with your money? In my personal experience it’s quite rare for a session where a partner of someone who is registered as a problem gambler (that’s Gamstop yeah?) will sit spinning a slot in front of them.

Hope it all ends up favourable for all involved, but you may want to ask your partner to reconsider that activity if you truly have a problem. Hope that’s not patronising.

Mark
 

dunover

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They'll want to make sure that she's not gambling as your proxy. e.g. funds from your account going into hers and then deposited.

The GamStop database shouldn't link people from different addresses; I was under the impression it matches based on certain key data (of which an address is just one.) It may be that they've linked from something else.
Something a bit fishy here methinks...

MrQ are a good outfit. They wouldn't highlight the account(s) without good reason. And they would cooperate.
 

Casinomeister

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...
Hope it all ends up favourable for all involved, but you may want to ask your partner to reconsider that activity if you truly have a problem. Hope that’s not patronising.

...
It would be like if you're an admitted alcoholic, and your partner is chugging beers in front of you. Not to be judgemental, but that's not cool.

If that indeed is what is going on here.

From (nearly) two years ago.
Self Exclusion Gamstop

From what I can gather is that you're trying to buck the system, and your partner knows you're doing this. What is the story here?
 

toms596

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Location
Uk
These threads always have a similar pattern.

Posting on behalf of a partner, one of them on Gamstop casino finds out.

They have obviously linked something together. Are you telling the complete truth you aren't just gambling on your partner's details?
 

Problems2020

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Whilst i appreciate all your answers after speaking to the casino and getting no response i will have to wait until they respond before i can take it further. My partner is actually self excluded she advised that she registered a year after me. I have no issues with gambling anymore personally after a very bad experience i wont go near it anymore.

Anyway i think this is the wake up call for her because we are getting no where with the casino. I appreciate she is on gamstop but they did full KYC checks before she deposited a penny. At this point i have told her to focus on getting the deposits back as i know they will not pay the winnings but i dont believe they can keep both unless i am wrong? If this fails can a chargeback be done through the bank bearing in mind there is no loss on the account money was actually won so it's not a SE sob story and like i said the account was fully verified even had a withdrawal go through.
 
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Problems2020

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I would understand if she lost there is no case but if she won surely they should have to refund the deposits right or no?
 

Casinomeister

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Whilst i appreciate all your answers after speaking to the casino and getting no response i will have to wait until they respond before i can take it further. My partner is actually self excluded she advised that she registered a year after me. I have no issues with gambling anymore personally after a very bad experience i wont go near it anymore.

Anyway i think this is the wake up call for her because we are getting no where with the casino. I appreciate she is on gamstop but they did full KYC checks before she deposited a penny. At this point i have told her to focus on getting the deposits back as i know they will not pay the winnings but i dont believe they can keep both unless i am wrong? If this fails can a chargeback be done through the bank bearing in mind there is no loss on the account money was actually won so it's not a SE sob story and like i said the account was fully verified even had a withdrawal go through.

Why would this be a wakeup call when both of you have quit gambling via Gamstop? What did you expect? And just so you know, many casinos have protocols set up to detect multiple accounts, fraud, etc., and the only wake up call you'd get is to find the coppers knocking on your door. There are cases in the UK where players were charged with fraud by the casino. I'm not saying that applies here - but just sayin'.

I would forget attempting any charge backs. UK banks won't let its account holders to charge back at non-licensed casinos. There is no reason why they would honor a charge back to a UKGC licensed one.

Why would you sign up at a casino knowing you were on Gamstop? Scratching my head on that one. The only answer I can conjure up is that you knew what you were doing, trying to game the system (what else would it be?), and you got caught.
 

Problems2020

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I think this is a big out of hand. First of all like i said i have no issues personally i was not aware my partner has issues gambling and had signed up to gamstop it was news to me. While i appreciate what your saying these things happen. She opened a account was completely verified and deposited now if she had lost and this post was put up to get deposits back i understand but because she won don't that deserve the deposit to at least be refunded. what exactly is wrong about that i understand what your saying but all info was correct otherwise verification would have failed is there not a lack of due diligence here or social reasonability or am i just crazy

not sure why your even referring to fraud like i said everything is in my partners name and it was her playin not me. further more i am just trying to get some help for her on this forum because i've used it before. @Casinomeister
 

goatwack

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I and others were initially led to believe just one person had been on Gamstop, and in fairness, now that it's come to light that both parties are I'd imagine it's raised more red flags than a North Korean military parade,

Really not sure how much leeway one has to expect a non-licensed casino to renege and impart any sort of refunds, unless that story's 'evolved' too.

I just don't know anymore (sigh) 🤷‍♂️🤷‍♀️
 

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