I NEED HELP PLEASE!

[Mohammed99]

Hi All,

 

I'm new here and need some advice please.

 

So i registered on mrq.com and as i always do verified myself. Docs all verified started to deposit and won. I withdrew £6k Came into account next day. 

 

I then decided to ape in another £4.5k and won around £5k However i processed the withdrawal as usual and then much to my dismay my account was blocked citing gamstop.

 

I contacted the casino went back and forth and Gamstop have come back stating i am not a member even provided them with verification docs too. 

Casino where not happy said i need to send them the same ID i sent them initially my passport which i had already done.

I then sent an email to both and attached my passport to get them to verify yes they used that doc to verify my identity.

 

Mr Q have since come back again stating i have gave Gamstop incorrect details that's why they can't find me. My details match 100% to what is on the casino and what was given to Gamstop. They even have had the same ID and Proof of Address both of them. 

Below is the latest response from them following all this 

 

Thank you for getting back to us.
 
What my colleague Ale has tried to explain in our previous responses is that the reason GAMSTOP was not able to provide you with your registration details, is that you provided them with the details you used to create your account with us, which were not the same as the details used to sign up with them, hence why you were able to create the account with us in the first place.
 
In order for them to be able to locate your registration details, you need to provide them with all the details you had originally used to sign up with them. Please note that had you not been registered with them, it wouldn't have been possible for your account to flag as being signed up with them, when we updated your details during the verification process.
 
As this system is not run by us, but by them, we are not able to look into your registration details from our side, but they would need to provide you with this document from their side.
 
As previously advised, without this document we are unable to provide you with our final answer on this matter, nor are we able to process any refunds. Once we have the document in hand, we will be more than happy to look into this for you.
 
We shall await your reply.

 

After an hour call with Gamstop the are now saying it's down to the casino we have provided you with what you need and can do no more. 

The gambling commission have also stated they will not do anything. 

I dont know if IBAS will help as it's SE related.

 

Please could someone tell me what to do. Should i chargeback what i just want my winnings 😞

 

Any help would be greatly appreciated. 

[BlindHaze]

Assuming you paid by card, you would have chargeback rights. Although under what category it should be raised is a point of contention.

First question -  Is your card a Mastercard? If so, it’ll be easier as it can be raised under a general 4853 code.

[Mohammed99]

2 minutes ago, BlindHaze said:

Assuming you paid by card, you would have chargeback rights. Although under what category it should be raised is a point of contention.

First question -  Is your card a Mastercard? If so, it’ll be easier as it can be raised under a general 4853 code.

Hi Blind Haze,

 

Unfortunately not it is VISA. Have you had experience with these what can i do or can be done. Is there a process i need to follow Please. Thank you so much for coming back to me.

[BlindHaze]

5 minutes ago, Mohammed99 said:

Hi Blind Haze,

 

Unfortunately not it is VISA. Have you had experience with these what can i do or can be done. Is there a process i need to follow Please. Thank you so much for coming back to me.

No worries, I have a lot more experience with the chargeback process than casino disputes. 🙂 and from the sound of it, this all happened recently? There are certain timeframes you need to make the claim in.

Visa shouldn’t be a problem, I just know it’s easier to win a chargeback if you have a MasterCard than a Visa or Amex. The reason it’s easier is because Visa has to be very specific about the reasons it’s being raised, whereas as MasterCard it can be very vague and the acquirer sometimes can’t easily tell what it’s being raised for and so can’t defend.

Best bet is to contact your bank, let them know what’s happened, and they will decide the reason code - it could be 13.1 goods/service not received, 13.7 credit not processed or possibly misrepresentation (which I think is 13.5 off the top of my head) or even not as described which is 13.3. With most banks, you should receive a temporary credit to your account for the amount you deposited. The casino then has 30 days to respond to your chargeback claim. If they do, then you may see the funds removed from your account and they’ll contact you for further information. If the dispute is continued, your bank will raise a pre-arbitration and you should get the money back again. (at least temporarily). 

This is then the last chance the casino has to defend it. If they do come back in, then your bank will be in touch again. They have to make a decision whether to withdraw their case or alternatively file the case with Visa. Most cases don’t get that far as the party Visa rules against is billed $520 - Visa usually makes a ruling in 4-6 weeks or so, and once they’ve made their decision, there’s no further recourse via the chargeback method.

[Mohammed99]

4 minutes ago, BlindHaze said:

No worries, I have a lot more experience with the chargeback process than casino disputes. 🙂 and from the sound of it, this all happened recently? There are certain timeframes you need to make the claim in.

Visa shouldn’t be a problem, I just know it’s easier to win a chargeback if you have a MasterCard than a Visa or Amex. The reason it’s easier is because Visa has to be very specific about the reasons it’s being raised, whereas as MasterCard it can be very vague and the acquirer sometimes can’t easily tell what it’s being raised for and so can’t defend.

Best bet is to contact your bank, let them know what’s happened, and they will decide the reason code - it could be 13.1 goods/service not received, 13.7 credit not processed or possibly misrepresentation (which I think is 13.5 off the top of my head) or even not as described which is 13.3. With most banks, you should receive a temporary credit to your account for the amount you deposited. The casino then has 30 days to respond to your chargeback claim. If they do, then you may see the funds removed from your account and they’ll contact you for further information. If the dispute is continued, your bank will raise a pre-arbitration and you should get the money back again. (at least temporarily). 

This is then the last chance the casino has to defend it. If they do come back in, then your bank will be in touch again. They have to make a decision whether to withdraw their case or alternatively file the case with Visa. Most cases don’t get that far as the party Visa rules against is billed $520 - Visa usually makes a ruling in 4-6 weeks or so, and once they’ve made their decision, there’s no further recourse via the chargeback method.

Mate you are a lifesaver. Thank you so much I really appreciate it. 

The only issue I have is i do not have proof I have 5k sitting in my account they have blocked my access. Will this be a problem. I do however have all the emails though from them and gamstop etc.

[Mohammed99]

4 minutes ago, Mohammed99 said:

Mate you are a lifesaver. Thank you so much I really appreciate it. 

The only issue I have is i do not have proof I have 5k sitting in my account they have blocked my access. Will this be a problem. I do however have all the emails though from them and gamstop etc.

Do you think I should hold off before doing it as I have sent one last BIG email to Gamstop and MRQ and see what they come back with? 

Looking at there T&C's if I raise a chargeback they will void all winnings just concerned.

[BlindHaze]

3 minutes ago, Mohammed99 said:

Mate you are a lifesaver. Thank you so much I really appreciate it. 

The only issue I have is i do not have proof I have 5k sitting in my account they have blocked my access. Will this be a problem. I do however have all the emails though from them and gamstop etc.

Not a problem, I dear with chargebacks for a few year, glad it could finally come in useful outside of work for a change!

You won’t need the proof of your casino account balance, for a chargeback to be raised all that your bank needs to see is the payment leaving your account. If you’ve got any email conversations or transcript of the chat with the casino, that’ll be useful too.

Good luck, let us know how you get on! 🙂 

[BlindHaze]

Just now, Mohammed99 said:

Do you think I should hold off before doing it as I have sent one last BIG email to Gamstop and MRQ and see what they come back with? 

Looking at there T&C's if I raise a chargeback they will void all winnings just concerned.

From experience, they will just block your account - if they’ve already done that and you can’t access your winnings anyway, then you’ve nothing to lose.

You can always wait and see what they say, in most cases you have 120 days from the transaction date or expected receipt date to raise a chargeback. As long as you’re still in that timeframe, there’s no harm in waiting a little longer.

[Mohammed99]

2 minutes ago, BlindHaze said:

Not a problem, I dear with chargebacks for a few year, glad it could finally come in useful outside of work for a change!

You won’t need the proof of your casino account balance, for a chargeback to be raised all that your bank needs to see is the payment leaving your account. If you’ve got any email conversations or transcript of the chat with the casino, that’ll be useful too.

Good luck, let us know how you get on! 🙂 

Thank you mate 

[BlindHaze]

4 minutes ago, Mohammed99 said:

Thank you mate 

Not a problem - good luck!

[Mohammed99]

7 minutes ago, BlindHaze said:

Not a problem - good luck!

Thanks again lol. I'm just going to bite the bullet and call the bank I have gamstop emails and there emails pretty ruthless eh they won't even give me a final answer until they get a document that don't exist and I find it baffling how gamstop even will not help further I mean its there system. I wish I hadn't put it back I now left me stressing for 2 weeks now over this man not a nice feeling especially when you've done nothing wrong and won fair and square they try and cheat you.

[Mohammed99]

@BlindHazeI'm so livid. Forst off bank saidbwe cant do a chargeback only dispute after being on hold for 20 minutes while speaking to his manager. I said yes u can understand visa terms etc on hold again for 10 15 and then he cuts me off. I won't be calling back today because I will give it to whoever answers. What a joke. This is really putting me off gambling forever.

[BlindHaze]

7 minutes ago, Mohammed99 said:

@BlindHazeI'm so livid. Forst off bank saidbwe cant do a chargeback only dispute after being on hold for 20 minutes while speaking to his manager. I said yes u can understand visa terms etc on hold again for 10 15 and then he cuts me off. I won't be calling back today because I will give it to whoever answers. What a joke. This is really putting me off gambling forever.

Urgh, calling the bank can always be a pain…. Hope you have better luck tomorrow! 👍

[Robert198812345]

Online casinos are always a big no for me, due to constant problems. There are too many of them but the government won't do anything.

Bookies are so much easier, none of all the registration and documents etc. Betfred give free fortune Codes every Friday.

[Mohammed99]

9 minutes ago, Robert198812345 said:

Online casinos are always a big no for me, due to constant problems. There are too many of them but the government won't do anything.

Bookies are so much easier, none of all the registration and documents etc. Betfred give free fortune Codes every Friday.

I've tried bookies mate but you just can't hit anything it seems lol. Plus i like to play Lightning Roulette Crazy Time Monopoly Live