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.
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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.
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