MrQ Casino - Declined payment

I am writing to you to raise an issue about: Online Gambling

The issue that I have experienced was: I opened a account with Mr Q giving the correct details I played on a few games and won £500 so I withdrew it then went onto chat because I couldn’t log into my emails to track my withdrawal and I spoke to someone called Jane who asked me to go back into chat later to see if my email adress had updated as the email adress registered on the account I couldn’t access due to forgetting my password I tried to re set it but it wouldn’t let me so later on I was trying to log on to my mr Q account and it wouldn’t let me then I noticed they had given me my deposit back but not the £500 I won I emailed them and they said I’m registered with gamstop and are not going to give me my winnings I’ve explained to them that I registered with gamstop years ago to my knowledge should be up by now and not only that if that was the case they 1 shouldn’t of let me have an account 2 let me deposit and 3 let me win a lot of money and then not give me my winnings I want this sorting because I’ve sent over all i’d documents I’ve registered with all the correct details and I have been treated unfairly

It occurred on: 2023-07-07

Quick facts

Date raised
Jul 09, 2023
Disputed amount
Case status

1 Response

Reply from Casino Manager:

Hi Candice,

I have spoken with our Customer Experience team and they have replied to say they have received your email and a member of the team will be dealing with the issue shortly. Apologies and thanks for getting in touch.

The MrQ Team