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MrQ - missing card


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our MrQ Casino Review.

Player's Complaint

Hi there i made a deposit on Mr Q dating back to June 2023. I won a substantial amount from a single depoist, i deposited £500 and won £15,500 pounds.

Upon registration i was not asked for any documents. After winning i was congratulated by Mr Q in the morning and asked to provide a picture of my bank card. I didnt have my bank card at the time as i had lost the card and my information was saved on my phone. I had a picture of my bank card on my phone but not in physical form. i also didnt want to provide a picture of my bank card as i have been scammed before by providing that information on my card.

i have since been back and forward with emails for many months now i have sent my driving license a utility bill a selfie of myself they requested with a piece of paper stating the days date, i have now submitted a picture of my new bank card and even a picture of my recent bank statement but they continue to ask for the same documents i have already provided, i feel like they are hell bent on not paying my winnings and they are trying everything they can to withhold my money.

Im so stressed and mentally exhausted from this situation and i just want Mr Q to honour my winnings.

Read the casino review

3 Responses

User icon
October 22, 2023

Hi dreamkeen - welcome to!

With regard to your claim - you played with a card that you had lost using information stored on your phone? And you had not reported the card lost to the card provider? If that's the case, it is unquestionably going to ensure that operator are required to engage far more robust KYC processes before they will make any payment to you.

Have you completed the operator's internal complaints procedures or contacted their ADR?



User icon
October 29, 2023

Hi dreamkeen,

I'm following-up on the above?



User icon
November 5, 2023

Hi dreamkeen,

If we haven't heard from you by Friday the 17th of November we will assume you no longer need our assistance and close this complaint.



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dreamkeen consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • MrQ
  • United Kingdom Gambling Commission
  • Lindar Media Ltd

October 19, 2023

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