MrQ Casino - Igrački račun je zatvoren, a dobici konfiskovani.

So I’ve started using MrQ on the 31/05/2025 and deposited my first payment. I have to say at the start everything was going well, made a few wins on live game shows and the withdrawal were quite instant, literally quicker than me depositing lol.

Then came on the 2nd off June, I made a couple off large deposits and made a few losses until around 23:14 I hit a big payment and recovered everything + profit and made a withdrawal. That’s when they hit me with verification, I had no issues proving who I was. I sent a picture off my passport which was accepted as ID. Now the proof off address I only had bank statements and my driving license which was more than enough to prove where I live. 

So I sent an email to support on the 2nd and they replied on the 3rd which was pretty quick. I received an email from Rachel which was one off the Player experience team she quoted " 💡Heads up;

If your driving licence address is the same as your current address, we can use this as both Proof of ID and Proof of Address." So I sent in my driving license. This is when things started to get a bit weird and confusing, I then received a follow up email asking me to take a picture with a piece off paper (with the date) & while holding my driving license, and a picture off my bank card. I had no issue doing that so I sent straight over. Before sending the pictures off my bank card I sent an email saying that the card I registered with, the writing on the card was fading but i received a new card from my bank and sent them the fading card and also the new card. 

Then I receive another email from Rachel saying " Thank you for sending these documents across. We appreciate it!

Is it possible you send us a separate proof of address?" even though she literally said that my driving license was more than enough to prove who I am and where I live with the following pictures off me holding my license and an image off my bank card. 

I then received a follow up email from Rachel saying " Please accept our apologies. Is it possible to resend the copy of the card on your account ending **2101** as well as the replacement card?" which didn’t make sense even though I sent it previously. So I did exactly as they asked. 

Then I received an email from a different Player experience team named Iris , the following email she sent me quoted " Thank you for your quick response.

Unfortunately, we can't accept the image of card ending xx2101 as it's too faded.

To move forward, please provide:

Your bank statement showing MrQ transactions via the card xx2101 (in downloaded PDF format). Pretty much going in circles even though they asked for an image off the faded bank card with the new bank card so I sent over my bank statement. 

Now today i received an email from Andrea a different player experience team member quoting " Thank you for your email.

Unfortunately, we cannot accept the bank statement provided, as it is missing the bank logo. Could you please send us the full bank statement in PDF format?" hold up!! So I literally logged into my online banking and downloaded my statement in PDF format showing the transactions to MrQ , now it’s rejected because there isn’t any logo even though it literally states it was downloaded from my online banking lol. 

The email also said "We noticed several transactions on your bank statement involving accounts 60252257 and 00201760. Could you please confirm who these accounts belong to and the purpose of these transactions?"

after they sent that email I replied to them stating that one off the account is my little brother who lives in the same household and the other account is my savings account. Then 48 hours they replied can you send the bank statement off my little brothers account which didn’t make sense so I sent it to them. Again they waited another 48 hours then asked for a statement off my savings account not sure why they didn’t ask for both statements at once and had to wait 2/3 days between the two. so I sent them my savings account statement.

they then emailed me saying we are sorry but the account will be closed and you will be refunded your deposit but not any winnings and the refund should be with you within 7 days. The reason they gave was utter bs and I can prove that isn’t the case. BTW I can only add 5 images but I have more screenshots if I can provide that. Thank you

Dear Hudeyfa28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It sounds like you’ve faced quite a complicated situation regarding the verification process. In order to assist you further, could you please provide answers to the following questions:

• What reason did the casino give you for confiscating your winnings and refunding only the deposit to you? Please forward me the email regarding the closure of your account at veronika.f@casino.guru.
• Has the casino approved the bank statements from your savings account and your younger brother's account?
• Does your brother or any other person living in the same household as you also have an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Has the casino approved the bank statements from your savings account and your younger brother's account? - Yes they have approved the bank statements

Does your brother or any other person living in the same household as you also have an account at this casino? - No not that I am aware off

Thank you for your email.

Could you please specify how many different payment methods you have used for depositing or withdrawing funds from your casino account?

Additionally, have you ever made a deposit using a payment method that is not registered in your name?

I’ve used only 1 depositing method which is my bank account and no I haven’t made a deposit method using a different name. Everything was under one bank account. Same name , same address. They recently refunded me £1,919.55. Which makes the situation even more frustrating because they haven’t even refunded me the full amount I deposited. I’ll email you the message I got from them yesterday. I replied saying that the withdrawal I made was deposited back into the account.

Thank you very much, Hudeyfa28, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Hudeyfa28,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MrQ Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with more details regarding the broken terms and conditions and subsequent account closure? Do you believe that the player has broken any AML policies? In case the evidence is confidential, please send it to martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hudeyfa28, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.