MrQ Casino - 賞金の出金が遅延しています。

Hello, I raised a withdrawal request with MRQ on 07/05/2024, I was asked on the same day for ID, open banking linking, proof of address ect ... all supplied as requested. I have been a member of MRQ for many years and have been through this before (the checks).

I was promised updates within 48 hours twice, with the most recent being direct from the player protection team advising this will be resolved and concluded by 10:35 on 13/05/2024. No communication and with chasing no updates provided, it feels like they have gone completely dark, live chat do not help at all and reading some other cases I am now slightly concerned. Hoping CG can help instead of going through the banking system which can be tricky/timely. Thanks in advance.

Dear charlieburley1989,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I actually reached out to the founder and all has been resolved - thank you for your prompt responce.

Dear charlieburley1989,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru