Dear all I have had issues with Mrq.com regarding an SOW request and refusal to return my funds. As such an hour was spent on the phone with a manager from the UKGC who informed the following.
Casinos are entitled to ask for docs under 3 scenarios.
1) Identity. Here docs have to be submitted or else the casino can hold onto your funds.
2) Affordability. Here players can refuse to provide the info and the casino MUST return all funds to the player. Of course your casino ac will be closed.
3) AML. Here if you refuse to provide info the casino must carry out a risk assesment. If no risk of AML then funds must be returned to players. If risk of AML matter is referred to the National Crime Agency who decide whether funds should be confisacted or returned. If a casino tells you that if you dont provide the info they will hold onto your funds this is either misinformation or a breach of the rules as only the NCA can decide to hold onto the funds.
The above is my understanding based on the conversation. I believe its accurate but Im not an expert.
Please please all UK players who have had issues report the matter to the UKGC. They told me they cant do anything if players dont report casinos. Ideally proof should be obtained. Ask them why they are refusing to process your withdrawal. If they tell you they wont do so without docs ask them the reason for the request. If they tell you a withdrawal cant be processed without them then based on the info from the UKGC they have misonformed you unless its re identity. If they say its affordability tell them they can close your ac if they wish but you decline to provide the info and want yout funds returned. If its AML then youll have to decide if their is a risk the NCA might suspect money laundering. But even if its AML still report them to the UKGC if they give incorrect info such as your withdrawal cant be processed without docs. Those who said they had been waiting a year check if request was re affodability or aml and if it was make sure you informed them you refuse to provide info, wish your funds back and if they want they can close your ac. Report them to UKGC as if its affordability they are based on my understanding in breach of UKGC rules and if AML after a year they should have either determined no risk or reported to NCA. Of course you dont have to wait a year but at least one person said they had been. If people report casinos then UKGC will have to act.
Casinomeister I found multiple threads re this issue with Mrq.com. Have you considered whether or not they are a rogue casino?
Casinos are entitled to ask for docs under 3 scenarios.
1) Identity. Here docs have to be submitted or else the casino can hold onto your funds.
2) Affordability. Here players can refuse to provide the info and the casino MUST return all funds to the player. Of course your casino ac will be closed.
3) AML. Here if you refuse to provide info the casino must carry out a risk assesment. If no risk of AML then funds must be returned to players. If risk of AML matter is referred to the National Crime Agency who decide whether funds should be confisacted or returned. If a casino tells you that if you dont provide the info they will hold onto your funds this is either misinformation or a breach of the rules as only the NCA can decide to hold onto the funds.
The above is my understanding based on the conversation. I believe its accurate but Im not an expert.
Please please all UK players who have had issues report the matter to the UKGC. They told me they cant do anything if players dont report casinos. Ideally proof should be obtained. Ask them why they are refusing to process your withdrawal. If they tell you they wont do so without docs ask them the reason for the request. If they tell you a withdrawal cant be processed without them then based on the info from the UKGC they have misonformed you unless its re identity. If they say its affordability tell them they can close your ac if they wish but you decline to provide the info and want yout funds returned. If its AML then youll have to decide if their is a risk the NCA might suspect money laundering. But even if its AML still report them to the UKGC if they give incorrect info such as your withdrawal cant be processed without docs. Those who said they had been waiting a year check if request was re affodability or aml and if it was make sure you informed them you refuse to provide info, wish your funds back and if they want they can close your ac. Report them to UKGC as if its affordability they are based on my understanding in breach of UKGC rules and if AML after a year they should have either determined no risk or reported to NCA. Of course you dont have to wait a year but at least one person said they had been. If people report casinos then UKGC will have to act.
Casinomeister I found multiple threads re this issue with Mrq.com. Have you considered whether or not they are a rogue casino?
