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Hi
They have send £1600 of the £2600 funds owed.. here is the transcript of the email I received yesterday and my reply:

Please note I am due a further £1,000.
My account was closed without notice.
 
Please note I do not accept this decision and I have already started the complaints process. This will be made public as well.
 
Your argument for not paying the £1,000 is:
 
My account is closely linked with another account.
 
I asked you to provide evidence that I have ever self-excluded from your site, or any sister site you may have.
I have given all my verification documents, my account was verified and I was playing, depositing and withdrawing.
 
In the event, I have a relative that excluded from your site in the past – which I am still awaiting proof – this bears no legal connection to my account in my name (I have nothing to do with whatever other bogus account you are claiming I am linked to)
 
Let the proceedings begin.
 
A detailed letter and complaint have already been sent to my lawyer and an ACR Official. (They will be updated that you have sent £1,600 of the stolen funds)
 
Please note, I will be making a further claim for compensation for the time and stress this has been causing me.
 
Kind regards
 
[EDIT]
 
From: [EDIT] 
Sent: 04 November 2021 13:35
To: <[EDIT]>
Subject: Re: Hi [EDIT], We're required to ask our customers for documents from...
 

Good afternoon [EDIT],
I am extremely sorry for the delay in getting back to you, we are experiencing an unusually high volume of communication at the moment.

﻿During one of our routine checks, your account has been identified as being closely linked to an existing account in our system that is currently Self-Excluded. 
﻿
﻿Self-Exclusion is a Responsible Gambling tool and no Self-Excluded individual should be allowed to access a gambling account. We have therefore closed your account with immediate effect. The deposits of £1,600 have been refunded back to your payment method and any additional balance has been forfeited.
Our decision is final.
Kind Regards,
MrQ Support Team

Hi Princess_4 - welcome to ThePOGG.com.

I'll contact the operator to see what we can find out for you, but I need to be clear from the outset - if as implied by the operator's response to you it is likely that this account is actually an effort for a self-excluded player to circumvent an exclusion we will not be able to support your claim.

Thanks,

ThePOGG

Thank You.

I can guarantee, and provide any evidence required that it is not an effort from any other player that may of been self excluded.

The account, is mine, and mine alone, with no one else playing on it.
If you do not receive a response soon, I will likely contact the main authorities (Ecogra) and casino review sites in order to settle this and take any action.
I honestly cannot believe they shit down my account and stole my funds.

Disgrace.

Hi - is there any news?

If not how do you think I should proceed? 

Looks like I will have to contact the gambling authorities?

Hi Princess_4,

Sadly this operator has informed us that, breaking from their historical position, they will no longer cooperate with the management of complaints submitted to this service.

All we could suggest is contacting the operators ADR, IBAS. Alternatively, if you wished to consider legal action our understanding is that GreenTableLegal.com offer a no win no fee service that specialises in the remote gambling sector. 

Sorry we could not be of further help.

ThePOGG

Hi Princess_4,

MrQ management has contacted us again to revert their previous position. They are now willing to discuss this issue.

We will revert to you once we have concluded that dialogue.

Thanks,

ThePOGG

Hi Princess_4,

Sadly, after a further 2 months of dialogue with MrQ, the operator has finally asserted that they will not cooperate with the management of complaints submitted to this service.

On a professional level there are some notes that should be included alongside this basic non-cooperation position. We have provided far more leeway to this operator than we ordinarily would based on a positive and cooperative historic relationship with this operator. Sadly, in our opinion, the good will that our service offered to allow this operator to ensure they were confident of the decisions they were taking was not engaged with in good faith.

Throughout this dialogue we have seen the MrQ team flip flop repeatedly between enthusiastic engagement with promises of forthcoming cooperation, to long periods of 'ghosting' with requests for them to provide the promised cooperation being ignored.

Needless to say, we are very disappointed with the approach that the MrQ team has taken to the management of this complaint. It has wasted the time and resources of all parties involved. A simple and direct statement 4 months ago that they were no longer willing to cooperate in the management of player complaints would have been a better outcome for all parties.

Sorry we could not be of further help.

ThePOGG

MrQ Casino has informed us that they will not cooperate with this service to manage player complaints.

Dear Sir,
 I opened an account a few weeks ago with MR Q. I send in my verification docs and was depositing/withdrawing fine, playing for a few weeks.
 
 On my last withdrawal of £2,600, I received an email saying my account is closely linked with an existing account that is self excluded, and that they are confiscating my funds.
 I have never self excluded from this site before - I sent in my ID and all my docs.
 They have given me no info on whose account I am closely linked with - the only thing I can possibly think off is that a member of my family once had an account that they closed down.
 
 Despite my repeated efforts of emailing, and on live chat, I am getting no responses or reasoning or evidence of any wrong doing on my part.
 
 [EDIT]
 In my last email to them I demanded my account be reopened and funds paid.
 
 I just cant believe that they would do something like this. Its disgusting and I am more than happy to take this further to prove my case.
 Thanks for any help you can do here,

MrQ Casino - Non Payment of winnings

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