Safer Gambling is about keeping play in control and affordable. It means giving you tools to manage how long and how much you play.
Safer Gambling tools are there to help you stay in control. If you’re not sure which option is right for you, our team can talk it through on live chat during operational hours or via email.
What is a Reality Check?
A Reality Check is a timed reminder that shows you how long you’ve been playing.
When it pops up, you’ll see your total play time, total winnings, and total losses for that session. You can then choose to keep playing or log out.
You can set a Reality Check anywhere between 30 minutes and 4 hours.
To set up a Reality Check
Go to your Limits settings in your account
Choose your preferred reminder time
Save the change
The Reality Check will appear automatically while you play
What is a Time-Out?
A Time-Out (also called a cool off) lets you take a short break from your account from 24 hours up to 6 weeks.
Available Time-Out Durations
24 hours
48 hours
1 week
Up to 6 weeks
You can set up a Time-Out in your account settings.
How to Set Up a Time-Out
Log in to your MrQ account.
Navigate to Account Settings and select Time-Out.
Choose your desired duration.
Confirm your selection.
While your Time-Out is active:
You won’t be able to log in.
You won’t be able to deposit or play.
Marketing messages will be paused.
When your Time-Out ends, your account access will return automatically. If you were opted in, marketing messages will resume.
You can’t cancel a Time-Out early. Once it’s set, it has to run for the full length you selected.
Key Differences Between Time-Outs and Self-Exclusions
Duration: Time-Outs are short-term (up to 6 weeks), while Self-Exclusions are long-term (starting at 6 months).
Flexibility: Time-Outs automatically restore access after the set period, whereas Self-Exclusions require a formal request to reopen the account.
Purpose: Time-Outs are ideal for short breaks, while Self-Exclusions are suited for extended breaks.
How do I Self-Exclude?
If you need a longer break, you can set up a Self-Exclusion in your account. You can choose to self-exclude for 6 months, 9 months, 1 year, or 5 years in your Safer Gambling settings. To apply a self-exclusion, follow these steps:
Log in to your MrQ account.
Navigate to the "Safer Gambling" settings.
Select the "Self-Exclusion" option.
Choose your desired duration (options include 6 months, 9 months, 1 year, 5 years, or permanently).
Confirm your selection to activate self-exclusion.
Once you self-exclude:
Your account will be closed.
Any balance over £1 will be refunded to your primary payment method (once any checks are complete).- Self-exclusion does not interfere with the verification process. Withdrawals will be processed once all required verification steps are completed.- Pending withdrawals are not cancelled during self-exclusion. They will continue to be reviewed and processed according to standard procedures, including any necessary verification steps.
You’ll be removed from marketing.
Any new or duplicate accounts we find in your name will be closed.
A self-exclusion can’t be reversed. Your account can’t be reopened until the full self-exclusion period has ended.
When your self-exclusion ends, you’ll need to contact us to arrange a short call before reopening.
After that, there’s a 24-hour cooling-off period before you can play again.Self-exclusion does not prevent you from contacting customer support. You can still reach out via live chat or email to inquire about your account or withdrawal status.
What is GAMSTOP?
GAMSTOP is a free service that allows you to restrict your online gambling activities by self-excluding from all UK-licensed gambling websites. It uses personal information such as your name, date of birth, address, mobile number, and email address for verification, rather than bank or payment details.
How do I return after Self-Exclusion?
Your account can’t be reopened until your full self-exclusion period has passed.
If your self-exclusion period has ended and you’d like to return, you’ll need to contact us to reopen your account. It is important to note that your account will not automatically reopen after the self-exclusion period ends. You must actively request reactivation.
We’ll arrange a short call with you to make sure you feel ready to come back.
If everything is okay, there’s a 24-hour cooling-off period before your account is fully reopened and you can play again.
Can I cancel my Self-Exclusion early?
You can't cancel a self-exclusion or access your account until it's over.
If you try to open up a new account, we’ll close that account and any others associated with you.
We’re committed to making sure our players understand the risks related to gambling and have the tools to help keep them safe.
For more help with our Safer Gambling tools, head over to our Safer Gambling Policy.
Why has the Player Protection team contacted me?
Our Player Protection team might reach out by Email, Phone, or an on-site message to check in and offer support.
That could be based on changes in how often you play, how much you deposit, or other account activity. It’s not a judgement. It’s part of our responsibility to keep gambling safe and affordable if we spot something that suggests you might be at risk of harm.
Temporary restrictions, such as limitations on withdrawals or other account actions, may be applied if concerns about your gameplay or well-being are identified. To resolve these restrictions, respond to messages or support tickets from the safer gambling team.