MrQ holding withdrawals

Walters8719

Registered
Joined
Apr 9, 2023
Location
lincoln
Any help available please
I haven’t been with MrQ very long yet at first was a good experience, had deposited and withdrawn no problems and withdrawals being fairly quick.
4 days ago I made a withdrawal, having not heard anything the following day and finding it quiet strange as I usually receive the withdrawals quicker I had made the choice to contact live chat to where I was spoken to rudely and sarcastically and told that my winnings are being held because you need to verify my id. Yet I wasn’t requested any identification to make any deposits? And if this had been the case upon depositing I would had left it as I had lost my drivers licence while moving.

Fast forward to the documents I had sent in
Council tax letter
National insurance card
Old passport
Utility bill
Student identification (with photo)
A selfie with the old passport
Bank card
And bank statement

Yet the reply back was buy a citezenship card and get back to us?? This isn’t on and alongside the initial automatic verification conducted which verifies I am well within my rights to my withdrawals

After seeking advice with the gambling commission they have said this is a potential breach of licence condition 17.

This is causing so much stress and that is not fair atall. I’ve played many gambling sites and never ever had this before.

I’ve been on live chat so many times and had no response to them be told an email was sent to me yet I never received a thing?

I’d really appreciate help further and taken to the next step please as I’m just being passed around.
Thank you
 
Walter same happened with me I requested withdrawal on 1st April it's been 14 days I have been told be patient sent all requested documents still no luck I think we all should complain Abt MRQ AND get their license revoked.
 
Any help available please
I haven’t been with MrQ very long yet at first was a good experience, had deposited and withdrawn no problems and withdrawals being fairly quick.
4 days ago I made a withdrawal, having not heard anything the following day and finding it quiet strange as I usually receive the withdrawals quicker I had made the choice to contact live chat to where I was spoken to rudely and sarcastically and told that my winnings are being held because you need to verify my id. Yet I wasn’t requested any identification to make any deposits? And if this had been the case upon depositing I would had left it as I had lost my drivers licence while moving.

Fast forward to the documents I had sent in
Council tax letter
National insurance card
Old passport
Utility bill
Student identification (with photo)
A selfie with the old passport
Bank card
And bank statement

Yet the reply back was buy a citezenship card and get back to us?? This isn’t on and alongside the initial automatic verification conducted which verifies I am well within my rights to my withdrawals

After seeking advice with the gambling commission they have said this is a potential breach of licence condition 17.

This is causing so much stress and that is not fair atall. I’ve played many gambling sites and never ever had this before.

I’ve been on live chat so many times and had no response to them be told an email was sent to me yet I never received a thing?

I’d really appreciate help further and taken to the next step please as I’m just being passed around.
Thank you
If you’ve lost your driving licence, your new one is presumably on its way; they’ll accept that once received, I’m sure. They’re a solid outfit. None of the documents you’ve listed up there are really valid ID.
 
Council Tax and Utility Bills are acceptable forms of ID as long as dated within the last three months for confirming 'proof of address'.

A citizen card is not necessary to pass identity verification, although it is acceptable in most cases as they are home office approved.

Sounds like they need to verify your identity still from what you have listed above, which, as Dan mentions, will be covered by your new passport.

However, I thought all UK casinos carry out a verification check to identify you as an individual upon sign-up now. if you cannot be checked, then you need to verify yourself before playing (at least, I thought that was the new ruling anyway). I would like to think that if you signed up a few months ago, you have been checked and verified as a person.

Nevertheless, your new passport should cover your personal verification. Your address has already been covered with what you have submitted. These verification rules do not change from company to company, nor from industry to industry. Acceptable address and customer verification docs are acceptable docs everywhere, simple as.
 
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Yet I wasn’t requested any identification to make any deposits? And if this had been the case upon depositing I would had left it as I had lost my drivers licence while moving.

They did, in the terms you have accepted, see:

Player Verification and due diligence​

6.19 We'll try and conduct our verification processes electronically where possible, but if we are unable to do so, or if the check is inconclusive, we may have to ask you to provide us with identity documents (these are listed in sections 6.21 and 6.22).

6.20 As a licensed operator we are required to conduct a number of checks (on-going due diligence) during the whole time that you have an Account with us relating to our licence and other regulatory obligations. In order to be able to complete these checks, at any time we may request that you provide us with personal documents and/or information relating to your payment method(s) and/ or your personal and/or financial circumstances. We will try to request this information as soon as it becomes necessary to do so and until we receive the requested documents and satisfy these checks to our reasonable satisfaction, we will limit your ability to deposit or withdraw your funds. If we do not receive the requested documents your Account will be closed or suspended in line with section 12.

6.21 The identification documents that we may request that you provide to us include, but are not limited to:
  1. Official forms of ID (Passport, UK Driving Licence, Non-UK Driving Licence, Non-UK National ID card);
  2. Bank Statement or Utility Bill (Gas, Electricity, Water or Council Tax) issued within the 90 days before sending to us.

Basically they electronically verified you which gives you the go ahead to deposit/withdrawal up to 1400gbp ish. From there they need to conduct further due dilligence as laid out in the terms. Most likely you reached that.

On our end in the end, if a person really does not hold any ID documents (although they have accepted the terms on our end where it clearly states something similar as the terms of Mrq) we accept selfie with birthcertificate.

I see that this is something you have not provided yet, maybe you could contact them and ask if that would work to complete verification?

Kr. Jan
 
Walter same happened with me I requested withdrawal on 1st April it's been 14 days I have been told be patient sent all requested documents still no luck I think we all should complain Abt MRQ AND get their license revoked.

@chanjot, You have an active PAB.

As you will know from having read the Player Arbitration Policies and Procedures, posting about your issue in public when your case is active is a violation of your PAB obligations.

At this point, you can either choose to continue here and have us cancel your PAB, or stop posting about your complaint in public and allow us to proceed with your PAB.

Please let us know your decision in your PAB ticket. Until then, your PAB is on hold.

Regards,
GourdFollower
Assistant to Max Drayman, Player Arbitration (PAB) Manager, Casinomeister.com
 
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