Help with a mrQ withdrawal

[orcot]

Hi all

So I am a long time player of mrQ ( around 4 years now ) and am verified.

On 28th October 2024 I deposited and then won and made a withdrawal which much triggered a verification.

Now I'm all for verification and from the 28th October - 4th November multiple emails have been sent as they requested each document. They have had driving license, bank statement, wage slip and a utility bill.

The last email mrQ sent was on the 4th November. It's 15 days since all this started and still no payout even though on one of the emails they sent they said they was able to verify me.

When I contact support by there live chat which may I add is the only option I just get told the same thing.... It's in a queue waiting for the verification team to look at it.

I have never experienced anything like it before wth MrQ.

Anyone able to offer any advice or been in the same situation?

Thanks

 

[conker]

Sadly there is no rep for MrQ at Casinomeister, as I would have said this is a starting point.

If you have done the verification process then I would suggest you keep trying every day, until they process your withdrawal. If you get nowhere with that then you can consider submitting a PAB next week.

As and when you do get your money back then I would consider carefully whether you should stick with a casino that does this to you after 4 years of play.

 

[noahbrons]

Perhaps because you hadn't been verified for a long time, some of the documents you had uploaded earlier had expired, and that's why these guys asked for them again?

When my driver's licence expired, several of my casinos asked me to update it.

 

[jeckiesz1]

Perhaps because you hadn't been verified for a long time, some of the documents you had uploaded earlier had expired, and that's why these guys asked for them again?

When my driver's licence expired, several of my casinos asked me to update it.

I don't think that's the reason, because in that case there would not have been such a long delay in withdrawal

 

[orcot]

We are on 16th day now and still no withdrawal.

Now this verification is to verify source of funds which yet again is fine by me but at the same time if mrQ is trying to verify funds then why let players deposit. Wouldn't it make sense if they just put players accounts on hold until complete.

 

[essuk]

Im going through same issue. Asked to close ac as I wasnt prepared to give them access to my bank account. They told me if I closed my ac they would simply keep my balance. Have raised the issue with the UKGC and requested a charge back from the bank since mrq did not provide the promised service ie play and withdrawal of balance.

 

[L&L-Jan]

fwiw such a verification process required a lot more time as a regular KYC verification. I received a request from Stars: 3 months statement, 3 months payslip. Still under review where my docs are really straight forward to analyze for the team.

I got a PM here friday, if it wasn't for the PM and me managing to priotize the customers review, it could have easily taken the team 5/6 days with current backlog.

 

[essuk]

But Jan if I told them I wont provide the info and happy for my ac to be closed and my funds returned are they allowed to say they will just keep my funds?

 

[L&L-Jan]

No