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Been playing on MrQ since 2024 I believe and have deposited ~20k in total and withdrawn about 10k.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Been playing on MrQ since 2024 I believe and have deposited ~20k in total and withdrawn about 10k.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

 

[satchnz]

And just remember folks, MrQ doesn't allow you to deposit from a joint bank account. If they find out then they could confiscate your funds. This is the sole reason I stopped playing there. That and the fact they have now gimped their RTPs.

 

[ErosPoker]

So I previously mentioned about my SoF which finally came to an end! MRQ closed my account for having third party transactions on my bank statements, and forfeited my withdrawal.

I would assume that the period of time between them prompting me to submit documents up until them suspending my account any deposits made in that period should be returned to me, as in that case I'm being freerolled being able to deposit to no end but withdrawing is being blocked.

I raised a complaint about this on the 10th June which was not acknowledged, after chasing them down on the 18th June they sent me an email saying the Sof is still being reviewed but more importantly my complaint has been formally logged and reviewed as well.

Now on the 26th June I get an email from Gabi, one of their complaints team who tells me she is now handling my complaint and it will take 8 weeks from the 26th to complete as thry have now acknowledged it... but didn't they say previously they have acknowledged and are reviewing my complaint?

Anyways, their timeline is 14 days to provide a stage 1 review, today marks 4 weeks from their provided timeline and I'm yet to recieve a stage 1 review. Being that they still have ti give a stage 2 review if I'm not happy with stage 1 how is this sufficient time? And I'm sure you can notice if we go off when I initially submitted my complaint on The 10th or the 18th when they mentioned my complaint is being reviewed they are long past this deadline.

The resolution I wanted was to have my deposits back during that period of time yet this seems very difficult for them to do and it seems like they're fishing for a way around it. And from the reviews I've seen on other sites it seems like the amount of negative reviews is ever-growing.

Nice way to say avoid MrQ their team is very incompetent of handling anything or responding. I would say I recieve an email once a week from their complaints team but the lackluster emails of essentially being told we appreciate your patience wait more is underwhelming.

I haven't been provided a deadlock letter nor a stage 1 review but i plan to raise this to thr ADR this week as I believe I am nor getting anywhere while trying to resolve with MrQ.

 

[SYPlayer95]

Very odd. Tbh, I have never come across a situation where somebody has failed SoF.

I thought the withdrawal would be paid and account closed.

You must have had some serious amounts of third party names on your statements??

 

[ErosPoker]

Very odd. Tbh, I have never come across a situation where somebody has failed SoF.

I thought the withdrawal would be paid and account closed.

You must have had some serious amounts of third party names on your statements??

It was just the 1 person and there was volumes of transactions back and fourth

 

[L&L-Jan]

It was just the 1 person and there was volumes of transactions back and fourth

they dont accept additional proof of the backer?

 

[ErosPoker]

they dont accept additional proof of the backer?

I sent it across to them and went with further silence

Absolutely nothing

 

[maxd]

Two threads, same topic, now merged.

 

[maxd]

Casino wouldn't cooperate with the Complaints process and ended up demanding "a handwritten letter of authority from the account holder" including ID, photos, signatures, etc etc. That's just saying "P*ss off" by making the process exhausting and ultimately pointless because they'll just say "talk to the hand" once you've done everything else they've asked for. Case was closed and the OP was advised to contact the casino's designated ADR.