If you’ve forgotten your password, no problem.

If the password reset link doesn’t arrive or isn’t working, hit the chat icon (9am–9pm, 7 days a week) or email [email protected] and we’ll sort it out.

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Any balance that is not withdrawn or refunded, will remain in your account.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.

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.

To reopen your MrQ account, contact the Player Experience team and they'll handle it for you.

If everything’s in order, we’ll usually get your account up and running again within 24 hours.

Some accounts can’t be reopened, depending on why they were closed. If that’s the case, we’ll let you know.