Withdrawal Refused Mr Q - IBAS advice

[arturito]

Hi all,
I’m looking for advice or support from anyone who’s experienced something similar with a UKGC-licensed operator. I recently had a dispute with MrQ, and I’m now preparing to escalate it to IBAS after exhausting their internal complaints process.

Here’s the situation in brief:

• I legally changed my name by deed poll in March 2024 and updated my bank details to reflect this.
• I opened a MrQ account under my new legal name and made £3,300 in deposits from a bank account that is mine (and now matches my new name).
• In November 2024, after providing all requested documents—including my deed poll, ID, and proof of address—MrQ verified my account and processed two withdrawals totalling £10,000.
• Just four days later, I won again and requested a further withdrawal of £11,010.15. Suddenly, my account was blocked, and I was asked for my birth certificate, which I provided.
• After submitting that, they closed my account entirely, citing “concerns” about document authenticity and account ownership—despite all documents previously being accepted and nothing having changed.
• They refused to tell me what exactly changed or what documents they believe are problematic. They also said they are not seeking further information and will not reopen the account.
• Their final decision was issued, and I now have a deadlock letter to take to IBAS.

From my point of view, I’ve complied with every request and provided full evidence that the account and bank are mine. The sudden refusal - after they paid me £10,000 and verified the same documents - feels extremely unfair, especially with no clear explanation of what's changed.

I’d really appreciate hearing from others who’ve been through IBAS or faced similar issues. Any tips on how best to approach the IBAS process or make my case stronger would be really helpful. Thanks in advance!

 

[maxd]

Hello,

Although I’ve never personally taken a case through IBAS I have had a lot of 2nd hand experience with them and if it helps any my opinion is that you can trust their process. They are probably the most experienced arbitrator in the business — having handled many 10s of thousands of cases over the years and have a HUGE staff compared to the rest of us — and I’ve never had reason to doubt any judgement I’ve seen from them.

That said, they do work at a whole different pace than the rest of us. We try to get cases resolved ASAP — for example — while they tend to work in something like a 2-6 month time span. So patience is required.

As to advice on working with them: be patient, be persistent in terms of getting your questions answered, and above all be fully cooperative. If they ask for something, give it. If you have questions, ask. If things stall out, ask them what they need from you in order to get things back on track.

I hope that helps.

Regards,

Max Drayman
Forum Moderation Team Leader

 

[Molster18]

Hello,

Although I’ve never personally taken a case through IBAS I have had a lot of 2nd hand experience with them and if it helps any my opinion is that you can trust their process. They are probably the most experienced arbitrator in the business — having handled many 10s of thousands of cases over the years and have a HUGE staff compared to the rest of us — and I’ve never had reason to doubt any judgement I’ve seen from them.

That said, they do work at a whole different pace than the rest of us. We try to get cases resolved ASAP — for example — while they tend to work in something like a 2-6 month time span. So patience is required.

As to advice on working with them: be patient, be persistent in terms of getting your questions answered, and above all be fully cooperative. If they ask for something, give it. If you have questions, ask. If things stall out, ask them what they need from you in order to get things back on track.

I hope that helps.

Regards,

Max Drayman
Forum Moderation Team Leader

Is there a reason why no ADR in UK deals with social responsibility issues so the reg does instead I’m a why person so I’m always asking Qs sorry