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MrQ – Casino will not refund my deposit after account has been closed


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our MrQ Casino Review.

Player's Complaint

Hi I had an account open at mr Q casino I enjoyed my time there. On my last occasion I made a payment via PayPal for £500 but unfortunately I didn’t realise that my funding source on PayPal was incorrect it wasn’t a card I had chosen to fund with. I panicked and submitted a Complaint to PayPal but it didn’t give me an option to explain only to choose from certain options. I choose unauthorised transaction with the view that I’ll be able to elaborate at a later stage of the form but that part never came! Then I closed my account with mr Q as an exclusion for 6 months so I could get my money back ASAP. I emailed mr q to explain and I emailed PayPal to explain. I did not hear back from either in regards to that email but I did only 2 days later get a case closed notification from PayPal because it wasn’t an unauthorised transaction and it was not it’s right I don’t deny that. I had tried to explain that to them. The problem now is Mr Q will not refund my money. They keep giving excuses. I explained to them the case is closed and PayPal also confirmed to me that they notified MrQ at the same time they notified me that the case was closed. That was on Sunday 6th December. They keep responding that because there’sa PayPal case they can’t refund me- but the case is closed! I intend to go to the citizens advice bureau - PayPal recommended I do. But I thought I’d try to get a refund with your help first. All I want is my refund. I realise a case is a serious thing with PayPal I do and I’m sorry it was not my intention and I explained that to PayPal s as soon as the option for further elaboration was not available- as soon as I did it and it was also ruled not unauthorised and they closed the case. It’s been closed they’ve been told it’s been closed and it’s been closed since Sunday. I simply want my money back it’s mine. These are not this is a deposit and I can’t just let them keep my £500 . They are very erratic, if they do respond to any emails they just repeat that because of the PayPal case they can’t refund me .. but that’s incorrect the PayPal case is closed and PayPal confirmed they can refund me. Or they do not respond at all. Their contact number only has an answering machine nobody ever answers. Please help.

Read the casino review

4 Responses

Dec 12, 2020

Hi esperanza82 - welcome to!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 25th of December let us know and I'll contact the operator on your behalf.



Dec 27, 2020

Hi esperanza82,

Are you still experiencing issues?



Jan 03, 2021

Hi esperanza82,

I'm following-up on the above?



Jan 04, 2021

This player has informed us that they have resolved their issue with MrQ directly.



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esperanza82 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

December 11, 2020

Situated in in the south-west Pacific Ocean is the island of New Zealand. The population of New Zealand is quickly approaching the 5 million mark. The gambling sector in New Zealand is incredibly healthy and all forms of gambling are popular with citizens of this jurisdiction. New Zealand regulates gambling and also forbids any advertising to citizens resident in its jurisdiction that may induce them to gamble with foreign operators and fines are levied against operators that are found to be doing so. It appears that players from New Zealand are permitted to gamble with providers situated beyond its own shores – there is no record of any criminality or prosecution attached to the activity but New Zealand does not offer player protection if a player has a complaint against a foreign based operator.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.