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. Responsible Gambling restrictions
If your account has been restricted for responsible 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 — it's not a punishment, and in most cases restrictions can be lifted once we've spoken. 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, and once these are reviewed and approved, any restrictions will be lifted.
Steps to Resolve Account Access Issues
Check Your Email: Look for any notifications from MrQ regarding account reviews or restrictions.
Wait for Timeout or Exclusion Periods to End: If your account is restricted due to a timeout or self-exclusion, you must wait for the period to end before requesting reactivation.
Submit Verification Documents: If your account is unverified, gather the required documents and submit them through the appropriate channel.
Request Reactivation: For accounts closed or excluded, contact support to request a review and reactivation. Be prepared to provide any additional documents if required.
Troubleshoot Emails: Verify that you are using the correct email address associated with your MrQ account, check your email inbox, spam, and junk folders, and ensure your email provider is not blocking automated emails from MrQ.
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