So I created an account last week and deposited ￡100, had a big win of ￡1400 which I withdrew only to recently get an email stating

Disgusted is an understatement, I didn't even realise I had another account and they were quite happy to let me deposit and probably keep depositing had i not won the ￡1400. 

Dear William, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino other than in the attached screenshot, please forward it to [email protected] (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Hi, thanks so much for taking on this case. I recently got a new bank card and opened an account at MRQ with the new card. There was no active bonus used at the time of opening the account.

Many thanks.

Thank you for your reply, FrenchStick. Could you please advise if you passed the KYC before the casino confiscated your winnings?

Hi, there has been no verification checks taken place and I have not been asked to submit ID papers or bank statement.

I'm surprised I was allowed to open this account if there was a duplicate already on the system. Unfortunately it wasn't till I went to withdraw thst they told me there was a duplicate account on their system.

Thank you very much FrenchStick for your cooperation so far. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello FrenchStick!

From now on, I will take care of your complaint. I would like to invite representatives of MrQ Casino into this complaint in order to provide us with an insight on the situation and help us resolving the issue.

Not a problem, I'm currently using my other account on there system to play and in future will just stick to this one account.

I'm just extremely disappointed the duplicate account wasn't flagged until I wanted to withdraw my winnings.

Had I have continued depositing without any withdrawals how long would it have been till I was told any winnings would be void due to a duplicate account?

I've resigned myself to the fact I've lost the money but I just hope that in future stricter measures are put in place to prevent duplicate accounts being made so this doesn't happen to others attempting to withdraw even larger amounts than me.

Many thanks.

Dear FrenchStick,

Do I understand it correctly that you created two accounts in MrQ Casino intentionally? As this was not clear enough to me following the information provided in the beginning of the complaint.

Hi,

No It was not intentional I've never even used a welcome bonus in the past. I didn't know a secondary account was on the system until I received an email saying my winnings were void and that should I wish to continue playing I should use the original account which they sent me the details for.

It was a general error on my part not checking to see if I may have already had an account with the casino before opening a new one.

Still I believe that once a new account had been opened I should have recieved a message to say "We believe an account in this name is already on our system" instead they allowed me to deposit and win a big sum before deciding that once I withdrew all winnings were void.

As I've already said im not fussed over the money anymore I just wish for better transparency from online casinos in future.

Dear FrenchStick,

Thank you for your clarification. I would like to inform you that after contacting MrQ Casino, I did not receive very positive response regarding their participation on this resolution. As I am waiting for their next reply, I will keep you updated on the next development of the situation.

I appreciate your help and support with this Martin,

I look forward to any future developments on this case.

Many thanks.

Hello FrenchStick,

The representatives of the casino informed me that they are not able to discuss the case here and they are only obliged to discuss it with you personally according to their policy. They have provided me with an email address for you to contact them: [email protected] to resolve the matter.

I am sorry that we were not able to help you more, however as the casino is not able to participate on the resolution with us, we will be forced to close this complaint as 'unresolved'.