Why Can’t I Access My MrQ Account and How Can I Resolve It?
If you’re unable to access your MrQ account, it could be due to various reasons such as account restrictions, timeouts, self-exclusion, or incomplete verification. Below, we outline the common causes and steps to resolve these issues.
Common Reasons for Account Access Issues
1. Timeout Periods
If you’ve set a timeout on your account, you won’t be able to log in until the timeout period ends. Since withdrawals require you to be logged in, you also won’t be able to withdraw funds during this time.
2. Self-Exclusion
During a self-exclusion period, your account remains inaccessible for the entire duration. Self-exclusion is a responsible gambling measure, and accounts do not reopen automatically when the period ends. To regain access after the exclusion period, you must request reactivation.
Additionally, if you have self-excluded through a third-party program like Gamstop, password reset emails will not be sent during the exclusion period.
3. Account Closure
If you previously closed your account, you won’t be able to log in. Account closure disables access until the account is reviewed and, if eligible, reactivated.
Password reset emails are also not sent for accounts that have been closed, whether voluntarily by the user or automatically by the system.
If your account was closed due to being identified as a duplicate under MrQ’s one-account-per-player policy, you will need to log in to your original account instead. If you are unsure which email address is associated with your original account, check any other email addresses you may have used during registration.
4. Safer Gambling restrictions
If your account has been restricted for safer gambling reasons, this means we've paused access to your account so our team can check in with you. This is a standard part of how we look after players, and in most cases, restrictions can be lifted once we've spoken to you. Additionally, promotional features such as free spins may also be unavailable during this period until the review is complete and restrictions are lifted.
We'll be in touch soon by phone or email, so please keep an eye on your inbox (and junk folder). If you'd rather not wait to hear from us, you're welcome to contact Player Experience yourself.
5. Incomplete Verification
If your account isn’t fully verified, you may be unable to log in or use certain features like gameplay and free spins. Verification requires submitting the necessary documents; once they are reviewed and approved, any restrictions will be lifted.
How to get back into your MrQ account
Check Your Email: We may have sent you an email about your account, including any ongoing account reviews or restrictions. Have a look in your inbox for updates from MrQ.
Check if your timeout or self-exclusion has ended: If you've taken a timeout or self-excluded, you'll need to wait until that period has ended before you can request to reactivate your account.
Upload Verification Documents: Need to verify your account? Log in to MrQ, tap the profile icon in the top-right corner and select Verify Account. Prefer email? You can also send your documents to [email protected].
Request Reactivation: For accounts closed or excluded, contact support to request a review and reactivation. Be prepared to provide any additional documents if required.
Not receiving our emails?
Double-check you're using the email address linked to your MrQ account. It's also worth checking your spam or junk folder and making sure your email provider isn't blocking emails from us.