MrQ - Source of Funds

[ErosPoker]

Couldn't ser a casino rep for mrq on here so making post

Been playing on MrQ since 2024 I believe and have deposited ~20k in total and withdrawn about 10k.

Total wagered about 250k,

My issue begins with on the 27th May they emailed me saying they needed documents to continue to leave my account operational, but I missed this email and from the 27th until the 4th June i could deposit daily no issue albeit these deposits are not high limits it was ranging between 10-150 in total maybe about 400 and I requested a withdrawal on the 4th and suddenly the pop up comes up saying ti submit documents to allow me to withdraw but this never came up while depositing.

Submitted my Sof documents because I assumed it would be quick to review and now live chat said it could take 30 days, kept following up with complaints now it's 43 days.... is this normal? Because I don't know how to push them to get them to complete this faster but I feel like 43 days to complete checks seems a bit egerous especially when the support chat said the timer can be reset if they request for extra documents, which they did after about a week and asked for a pdf document

Any help appreciated on how to get access to my withdrawal

 

[Nate]

Couldn't ser a casino rep for mrq on here so making post

Been playing on MrQ since 2024 I believe and have deposited ~20k in total and withdrawn about 10k.

Total wagered about 250k,

My issue begins with on the 27th May they emailed me saying they needed documents to continue to leave my account operational, but I missed this email and from the 27th until the 4th June i could deposit daily no issue albeit these deposits are not high limits it was ranging between 10-150 in total maybe about 400 and I requested a withdrawal on the 4th and suddenly the pop up comes up saying ti submit documents to allow me to withdraw but this never came up while depositing.

Submitted my Sof documents because I assumed it would be quick to review and now live chat said it could take 30 days, kept following up with complaints now it's 43 days.... is this normal? Because I don't know how to push them to get them to complete this faster but I feel like 43 days to complete checks seems a bit egerous especially when the support chat said the timer can be reset if they request for extra documents, which they did after about a week and asked for a pdf document

Any help appreciated on how to get access to my withdrawal

You are not alone. There seems to be an uptick in complaints coming through about MrQ.

@L&L-Jan - Could you indicate whether this time frame is the norm in the UK?

Nate

 

[ErosPoker]

You are not alone. There seems to be an uptick in complaints coming through about MrQ.

@L&L-Jan - Could you indicate whether this time frame is the norm in the UK?

Nate

I think it was more insane they said if I didn't submit my documents it could remain open for deposits for an additional 60 days before they close it... so I could deposit into their bank for more time than it takes for them to complete the checks... lol, 2 calander months doesn't seem correct for any form of checks.

Already left complaint comments on their Instagram which they said to dm them, shocker thy asked for my email and then didn't reply.

Left complaints on their LinkedIn but that resulted in no reply, considering to start blasting aml team account posts but next they'll say I'm harassing them as if I'm not a player who just wants their funds. Can't imagine a casino that sponsors QPR can't use automated software....

 

[L&L-Jan]

Can't imagine a casino that sponsors QPR can't use automated software....

they do, they have clearhouse for open banking?

@L&L-Jan - Could you indicate whether this time frame is the norm in the UK?

Think it's a bit on the long duration side. I can't really have a look behind the scenes so not sure what's causing the delay. I do remember when we changes part of the process all of a sudden we had a backlog of 3 weeks which actually took quite some time to recover from.

However, each statement and each customer is different so there is not really a standard. But heading towards 2 months is a bit long if you ask me.

 

[ErosPoker]

they do, they have clearhouse for open banking?



Think it's a bit on the long duration side. I can't really have a look behind the scenes so not sure what's causing the delay. I do remember when we changes part of the process all of a sudden we had a backlog of 3 weeks which actually took quite some time to recover from.

However, each statement and each customer is different so there is not really a standard. But heading towards 2 months is a bit long if you ask me.

It was clearstake for open banking which I linked two of my accounts too - but even if automated its clearly manual review because no automated system takes 40 days lol

It feels a bit egerous seeing that this withdrawal In on the lower end of requests I have put in the past, and being told if I email the verification team it will make my process longer?

So is the advise to sit on my a** and wait for the foreseeable future because they are not sending me any updates via email unless I chase the customer experience team and even then the update is we don't know

 

[L&L-Jan]

It was clearstake for open banking which I linked two of my accounts too - but even if automated its clearly manual review because no automated system takes 40 days lol

It feels a bit egerous seeing that this withdrawal In on the lower end of requests I have put in the past, and being told if I email the verification team it will make my process longer?

So is the advise to sit on my a** and wait for the foreseeable future because they are not sending me any updates via email unless I chase the customer experience team and even then the update is we don't know

I know the feeling, had a similar experience at leovegas and i know my docs are straight forward so review shouldnt take long at all.

On the plus side, mrq is a reputable casino, so it will all be sorted in the end. Until that, patience.

 

[ErosPoker]

I know the feeling, had a similar experience at leovegas and i know my docs are straight forward so review shouldnt take long at all.

On the plus side, mrq is a reputable casino, so it will all be sorted in the end. Until that, patience.

At what point does it become unacceptable?

It feels like they can do this AML dance almost indefinitely

 

[SYPlayer95]

At what point does it become unacceptable?

It feels like they can do this AML dance almost indefinitely

Lottomart do the same. They want docs, but still let you deposit, despite never actioning withdrawals until checks are complete.

They aren't the only places doing this.

Rogue behaviour in my opinion.

If any operator needs to check for source of funds, no deposits should be allowed what so ever, in my opinion.

 

[ErosPoker]

Lottomart do the same. They want docs, but still let you deposit, despite never actioning withdrawals until checks are complete.

They aren't the only places doing this.

Rogue behaviour in my opinion.

If any operator needs to check for source of funds, no deposits should be allowed what so ever, in my opinion.

Quite litterally what I told the live chat, funny enough after a few days of complaining they decided to make a FaQ on source of funds... wonder why that wasn't there before,

More shockingly they said yeah if you don't provide us documents we let you have 60 days to continue playing until we bar your deposits and withdrawals... 60 DAYS of potentially continuous play and losing with the house edge ( provided they may already have concerns with where the funds are coming from ) but to get it back to your account is a high risk

 

[Nate]

I know the feeling, had a similar experience at leovegas and i know my docs are straight forward so review shouldnt take long at all.

On the plus side, mrq is a reputable casino, so it will all be sorted in the end. Until that, patience.

I have honestly had bad experiences with them; as such, I cannot say the same.

Nate

 

[ErosPoker]

I have honestly had bad experiences with them; as such, I cannot say the same.

Nate

Honestly... in the past when i had to do a standard check it took a few days, wish I never continued on there.

I wish there is a way to say hey I'm not going to play on this site anyways release the funds so ban my account

Realistically if it was a 1-2 week waiting period sure, but almost 2 months is insane for any casino. If there's backlog hire more staff, I don't know what else to say

 

[johnnymcc1966]

Honestly... in the past when i had to do a standard check it took a few days, wish I never continued on there.

I wish there is a way to say hey I'm not going to play on this site anyways release the funds so ban my account

Realistically if it was a 1-2 week waiting period sure, but almost 2 months is insane for any casino. If there's backlog hire more staff, I don't know what else to say

There is a PAB resolution service on here if you wish to use it. Its very good and may help you close your account and withdraw cash.

 

[YouTubeSlots]

There new name should be 'MRPoo'

Dog dirt rtps and dont have as much games as other sites.

Crap promos most of the time also!