I've forgotten my password
If you’ve forgotten your password, no problem.
On the login screen, click Forgot password.
Enter your email address and we’ll send you a password reset link.
Open the email, click Reset password, and choose a new password.
How do I close my account?
To close your MrQ account, reach out to us via chat stating you want to close your account.
Before you request closure, it's worth withdrawing any balance you have first. If you have £10 or more and a valid payment method saved to your account, you can do this yourself via the Wallet section. For details on how long your withdrawal will take to arrive, see our Withdrawals: How They Work article.
Once your account is closed, you won't be able to process a withdrawal yourself - but any remaining balance stays on your account and isn't lost. If you didn't withdraw before closing, or your balance is between £1 and £9.99, you can request a balance refund by getting in touch with our Player Experience Team, as long as you have a valid payment method on file. Balances of 99p or less aren't refunded in line with our Terms and Conditions.
Any balance that is not withdrawn or refunded, will remain in your account.
If you're thinking about closing your account because gambling feels like a bit much right now, there are other options too. You can take a short break with a Time-Out, or choose a longer Self-Exclusion period, both are available to you in your account via our Safer Gambling Policy. Different options for different moments. Choose what works for you. During a timeout period, you will not be able to log in or withdraw funds until the timeout ends.
If you've got a minute to tell us why you're closing your account, we're always happy to hear it. Your feedback helps us keep improving.
How do I reopen my account?
To reopen your MrQ account, contact the Player Experience team and they'll handle it for you.
If you still have access to the email registered to your account, get in touch from that address — it helps us verify it's really you. If you no longer have access to that email, you can confirm your identity another way — for example, your full name, date of birth, username, and postcode.
If everything’s in order, we’ll usually get your account up and running again within 24 hours. If your phone number has changed and you cannot receive a verification code, contact MrQ support from your registered email address to request assistance. The team will verify your identity and help restore access.
Some accounts can’t be reopened, depending on why they were closed. For example:
Duplicate Accounts: If a duplicate account is detected, it will be closed in accordance with our one-account-per-player policy. Creating additional accounts may result in the permanent closure of your main account.
Prohibited Activities: Accounts closed due to prohibited activities under Section 12 of our Terms and Conditions cannot be reopened. This includes serious breaches of platform rules. If your account cannot be reopened, we’ll let you know.
Self-Exclusion: If your account is closed under self-exclusion, it cannot be reopened during the exclusion period — this isn't something we can make an exception on. Once the period has ended, you can get in touch to have your account reviewed.
Permanent Closure: If you asked us to close your account permanently, that decision is final, and we won't be able to reopen it.