MrQ Casino - Hráčovy výhry byly zabaveny kvůli registraci Gamstop.

So I was awaiting a total withdrawal amount of 1600 pounds with MrQ casino, these withdrawals were requested and made at around 02:30am on 26/01/2024, later that same day around 14 hours later, I took the decision to register with Gamstop in order to take a break from online gambling. As the withdrawals were all requested and there was no open balance on my account I thought this would be no issue, however I received an email from MR q saying they are refusing my withdrawals and returning my deposits due to me registering with Gamstop. How can this be reasonable when it was done a while after I had played and won the money? After they had returned my deposits I was still missing 750 pounds in expected withdrawals, can you help me with this? I have sent them an email explaining my concerns and had no teaponse

Dear johnbh23,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MrQ Casino and understand your concern. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP https://www.gamstop.co.uk/contact-us. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at veronika.l@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Best regards

Veronika

Hi Veronika, these withdrawals were made before any GAMSTOP registration the company are simply using this as a reason to not pay me out, had I waited until the withdrawal was approved I would’ve received the money! I would much prefer you guys to help me because there is also an allegation of bribery from my side. A live chat operator wanted a positive review on trust pilot and bribed me with free spins credited onto my account whilst I was depositing heavily and clearly showing signs of vulnerability, I have raised this with Mr Q casino and had no response yet

Could you please send me your GAMSTOP registration, ideally with a time stamp?

I understand that now you have no access to your casino account. However, when you requested a withdrawal, did you receive any notification about it in your email? If you did, please forward it to me as well.

Also, please send me the transcripts or screenshots of any relevant communication between you and the casino customer support.

My email address is veronika.l@casino.guru. Thank you.

Dear johnbh23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.