We always want your time with MrQ to be fun, fair, and hassle-free. But if something’s not right, we want to hear about it so we can put it right.
The only way to raise a complaint is by contacting our Player Experience Team through Live Chat (9am–9pm, 7 days a week) or by emailing support@mrq.com. They’ll review what’s happened and do their best to resolve things quickly and informally wherever possible.
If your complaint needs a deeper look, it’ll be passed to our Player Complaints Executive, they'll aim to acknowledge your complaint within 48 hours.
From there, we’ll keep you updated as we investigate and aim to reach a fair outcome for everyone. Sometimes the process can take a little longer, up to 8 weeks from the date your complaint is acknowledged. We may also pause the investigation if we need more information or documents from you to complete our review.
Once we’ve completed our investigation, you’ll receive a final response outlining our findings.
If you’re not satisfied with the outcome, you have the right to refer your case to our independent dispute resolution service, the Independent Betting Adjudication Service (IBAS). We’ll include all the details on how to contact them in our final response.
You can find more information about our complaints and dispute process in our Terms & conditions