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

 

[samanthatowin]

Did they pay you? I’m currently on day 4 of sending my documents

 

[Molster18]

This has made me leave MrQ, all of this here, I’d also had a very long winded email from safer gambling about my play but not asking for any docs about earnings so I don’t trust them not to do the same. I watched the Savvas man on a podcast recently, banging on about clearstake, who they use for open banking checks, I don’t even show mum my bank statements. She’d go mad at all the macdonalds I tried all British casino last night. Was fine hope you get sorted out. I kind of wish there was a process on websites to show what’s going to be asked for so you can decide to play there or not if you don’t wish to go through all of it or don’t have the right ID tbh but maybe I’m being fussy idk but I’ve found no two are the same. You have to register to even look around, some you can’t shut your acct n others let you. I’ve held up ID which I hated but another you loaded it up. Good job I passed my driving test.Hope you get a response they took a week to acknowledge my data request saying they didn’t get the other emails.

 

[dealer wins]

My golden rule is that I will never, and I mean NEVER allow any person or company access to my bank accounts or transactions, no matter what the circumstances!

 

[Molster18]

My golden rule is that I will never, and I mean NEVER allow any person or company access to my bank accounts or transactions, no matter what the circumstances

I’m closing a bank acct soon that I had from a kid, they want income info/ what’s your job n all sorts, even use Experian to check income if they want to n I don’t even get my pay put there so what’s that about? They say it’s KYC on their stuff but I’m afraid it’s gone beyond that n you can’t opt out of data sharing with Experian actually having some sort of work check thing, glad for once I read the small print. So I’ll just shut it before their deadline. I’ve nothing to hide and I get that a bank acct is a service provided by them but this is too much. I don’t want a loan or overdraft or anything at all actually.

 

[Shaunster]

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

Hi

I am experiencing the exact same problem. I moved house 2.5 years ago but didn't update Mr Q. I had a big win and tried to withdraw my winning but I needed to go through the verification process. I sent driver's licence, passport, wage slips, car insurance and two other documents confirming my address. They said that my car insurance document was a scanned image and wasn't acceptable even though I downloaded directly from my insurers website. I have since sent them my first page bank statement but still waiting. I am on day 11 from when I made my withdrawals.

Mr Q customer service is extremely poor, slow in responding to emails and quite frankly, I don't think they give a damn.

If anyone out there can help me because I don't know what more I can do. I live on a boat so some of the documents for proof are not available such as mortgage, council tax, utility bills (I can't believe they don't accept mobile phone).

Anonymous

 

[nicolep404]

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

I'd say keep resubmitting your verified withdrawal each day and, if that still stalls, file a PAB next week. I noticed this site in a fortune and my friends went on the site as we all dig online play

 

[pokerfinpro]

Did you get it sorted pal ? Im just going through it now went to withdraw £500 and it went straight to processing, they said id been verified but i need to check my email, the email said my account had been flagged for a source of funds verification, it took them 3 days to reply to my email! they said they wasn’t withholding my withdrawal and that it was only in processing until these checks had been carried out, he said these checks on average take 14 days and there’s delays atm. I’ve provided them with access to my bank through clear stake and I’ve provided them with source of funds proof. I’ve emailed them again yesterday and said none of this makes any sense and I’ve been playing online slots for years with all the top sites and checks have never taken 14 days! They have no phone number to contact them through and I’ve seen a few posts like this now saying after a couple of weeks and providing all the information Mr Q just stop replying. I just can’t see how any of this is legal? I’ve been playing with mr Q for about 3-4 years and withdrawals have always been instant. Can you give an update on how things are going for you?

 

[pokerfinpro]

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

Had the same issue they refused my withdrawal of £500 until they carried out source of funds verification. Took them 3 days to reply to me, after seeing lots of posts like this I thought I was never going to see my money. I saw one post ( was it this one ? ) where the guy managed to get an email address for a Mr Q employee and after sending them an email his funds were released. Well i tried something similar first thing this morning, I went into my Linken account and searched for Mr Q employees and found a lady who worked remote who just happened to work for the money laundering and safer gambling department, she’d posted somethings public, so I put my complaint in the comments section and asked if she could do anything to help, I Also messaged her on her linken profile, now I don’t know if that had anything to do with the following but within 1-2 hrs I messaging her, my account was back up and running and my withdrawal was processed and in my bank. She’s since deleted my comment from the post and I can no longer press on her name where as before it was highlighted. Something tells me she sorted it but who knows. All I do know is yesterday I was being told it was going to be 14 days plus delays and today resolved. They have however restricted my deposit limits to £30 a month and I can’t change this.