Our mission here at MrQ is to offer quality entertainment with fun and transparency. Sometimes things go wrong and when they do we want to put this right for you.
As a first point of call, please reach out to one of our friendly Player Experience Team via email at firstname.lastname@example.org or Live chat and we can start looking into your issue right away.
If you are still not happy after speaking to our Player Experience team your complaint will be escalated and handled by our Player Insight Lead.
We will try to resolve the complaint to the satisfaction of both parties as soon as we can, this may take up to eight (8) weeks to complete our complaints process from the date of your initial complaint. During this process, we may ‘stop the clock’ or place the complaint on pause whilst we request additional information or documents to help us investigate your complaint.
Should you remain dissatisfied with the resolution of your complaint, once the complaints process has been completed, you may report your case to our ADR, Independent Betting Adjudication Service (IBAS).
For more information on our complaints and player dispute process please visit our Terms & conditions