How long do withdrawals take?
Most withdrawals are processed instantly.
If your withdrawal isn’t processed instantly, it can take up to 2 working days while we complete payment, security, or verification checks.
Once your withdrawal has been processed, most payments reach your bank within 2 hours. In some cases, banks can take up to 7 working days to release the funds.
What happens after I request a withdrawal?
When you request a withdrawal, we first check that everything is ready to go.
This can include:
• payment checks
• security checks
• verification checks
If everything is in order, your withdrawal will usually be processed straight away.
If extra checks are needed, your withdrawal may stay pending while we review it.
Why is my withdrawal still pending?
If your withdrawal is still pending, it usually means it’s still being reviewed by our payments team.
This can happen if:
• we need to complete routine payment checks
• your account needs verification
• additional security checks are required
• there are higher withdrawal volumes than usual
If we need anything from you, we’ll usually email you within 2 working days, so keep an eye on your inbox and junk folder.
Why is my withdrawal taking longer than expected?
Most withdrawals are processed instantly, but sometimes they can take up to 2 working days.
The most common reasons are:
• verification checks
• payment method checks
• additional account reviews
• high withdrawal volumes
If there’s still no update after 2 working days, contact our Player Experience team and we’ll take a look.
My withdrawal shows as complete but the money hasn’t arrived?
If your withdrawal shows as complete, that means we’ve sent the payment and it’s now with your bank or payment provider.
Most processed withdrawals arrive within 2 hours, but some banks can take up to 7 working days to release the funds.
That delay is with the bank, not with us.
How do I check my withdrawal status?
You can check your withdrawal status in your transaction history in your MrQ account.
You may see one of these statuses:
• Processing – your withdrawal is still being reviewed
• Complete – the withdrawal has been sent
• Unable to be processed – there was an issue and you’ll need to contact us
If your withdrawal shows as unable to be processed, contact Player Experience and we’ll help sort it out.
Can I cancel a withdrawal?
No. Once a withdrawal has been requested, it can’t be cancelled.
Why can’t I withdraw right now?
You can request a withdrawal if:
• you have a balance of more than £10
• you have an active payment method on your account
If verification checks are needed, your withdrawal may be held until those checks are complete.
If you’re unable to request a withdrawal and you’re not sure why, contact us and we’ll help.
Where will my withdrawal be sent?
Withdrawals go back to your active payment method.
Your active payment method is the one you used most recently to deposit. You can’t choose a different payment method at the point of withdrawal.
If your card can’t receive withdrawals, you may need to withdraw to the linked bank account instead.
What if my card has expired?
If your card has expired, you can add a new card in the Wallet or Payment Methods section of your account.
You can only update your payment method if:
• your balance is below £1
• you have no pending withdrawals
If you have a withdrawal in progress or you’re having trouble updating your payment method, contact Player Experience and we’ll help.
How will withdrawals appear on my bank statement?
Your withdrawal may appear on your bank statement as:
• MrQ
• Tek Fox Ltd
Both are linked to your MrQ withdrawal.
What should I do if my withdrawal still hasn’t arrived?
First, check the status in your transaction history.
• If it’s still processing, our payments team is reviewing it
• If it shows as complete, the payment has been sent and is now with your bank
• If it shows as unable to be processed, contact us so we can help
If there’s still no progress after 2 working days, get in touch and we’ll take a closer look.