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MrQ - Wont pay winnings

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our MrQ Casino Review.

Player's Complaint

I had signed up to this casino and as always verified myself before depositing so the account is fully verified. I played and won and withdrew, i then went on to deposit most of what i had won and wont just a little extra £5700 to be exact. I withdrew it all and was waiting for the funds to be recieved. I woke up to seeing they have blocked my account due to being part of gamstop. I have not signed up to this service before. It states when i sign in the balance in my account should be refunded however when emailing them they have said differently I appreciate this is soon as it has only happened overnight but the communication is terrible with this company and I did not expect this to happen. Please help me resolved this issue i would be forever grateful.

Read the casino review

5 Responses

User icon
thepogg
June 15, 2022

Hi qasim2022 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!

ThePOGG

User icon
qasim2022
June 15, 2022

So they don't even have to refund the deposits as I spoke to the UKGC and they said they have to. I will take either option at this point

User icon
qasim2022
June 15, 2022

Furthermore the account is fully verified why did they not do this then are they not in breach of there license by having done the kyc checks and not blocking the account then or is this just a tactic?

User icon
qasim2022
June 15, 2022

It don't sit right with me that casino can verify players allow them to deposit then when they want to withdraw deny it and on top keep the money you put in. If a person is verified surely it means the checks have been done and nothing should stop a withdrawal I mean is this not the case. Have they not failed to do there due diligence at this stage and are in the wrong and in breach of there license because the UKGC said they are and will want all evidence of this because the account in there eyes should have never been verified through kyc passport proof of address etc so if they where to block the account it should have been then and there and not when a person is withdrawing.

User icon
thepogg
June 16, 2022

Hi qasim2022,

We are making no statement on what the operator has to do. We are simply stating that this is not an issue that we can assist you with.

Sorry we cannot be of further help.

ThePOGG

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Agreement

qasim2022 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

June 14, 2022

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