MrQ account locked, restricted or closed? What to do

Steps to take when a MrQ account will not open

1. Reset the password with Forgot password on the login screen, and check spam and junk folders for the link. MrQ does not send reset emails to closed accounts or to anyone registered with GAMSTOP, so a missing email can mean a restriction rather than a fault.
2. Contact support from the registered email address if a changed phone number blocks the verification code.
3. Send verification documents through the account’s Verification section, the quickest route, or to verification@mrq.com. Live chat can also forward them.
4. Ask support to review a closure, from the registered email address where possible. Without it, MrQ asks for details such as the full name, date of birth, username and postcode.

Time-out and self-exclusion locks that are meant to hold

Documents MrQ accepts for identity, address and card checks

Electronic checks at sign-up come first, and documents only when they fail. Until the account is verified there is no deposit and no play, and checks can come later too, because our licence requires ongoing checks, not just a one-off verification at sign-up: while MrQ waits for documents it may pause deposits or withdrawals.

The Verification basics article asks for an official PDF or a full-page copy and turns down screenshots and cropped or partial images. The fuller Account Verification article excludes screenshots for identity only, and says they are typically accepted for proof of address outside the source-of-funds stage. A PDF, or a photo of the whole document, meets both. A driving licence showing the current address proves identity and address at once.

Changing a name, address or mobile number

• Address. Email verification@mrq.com an address document issued in the last 3 months, with a short reason.
• Name. Email a valid ID with the marriage certificate, decree absolute or deed poll that links the two names, and both if the ID still shows the old one.
• Mobile number. Change an unverified number in Account Settings, and ask support to change a verified one.

Documents in another language need a certified translation, all four corners of each page visible.

Balances after a closure, a suspension or a second account

A closure the player asks for. Live chat handles it, and withdrawing first is simplest: with £10 or more and a valid payment method saved, the Wallet section does it without help. Afterwards the balance stays on your account and isn’t lost, and support can refund it, a balance between £1 and £9.99 included, without reopening the account. The help centre says balances of 99p or less are not refunded, while the terms keep them only unless the account holder contacts support to ask for their return.

A closure or suspension by MrQ. The terms let MrQ close an account at any time without notice and normally pay back the balance, less any remainder of 99p or less, which they keep as an administration fee. Illegal activity forfeits any refund, and for the terms’ Prohibited Activities (someone else’s payment method, third-party money, a chargeback, shared use and more) MrQ can withhold the balance and recover deposits, payouts, bonuses or winnings. During a suspension, Your funds cannot be accessed or withdrawn.

A second account. One account per player: its help centre warns that extra accounts can lead to the permanent closure of the main one, and the terms refund only the balance left on a duplicate, not its deposits. Closing is not a break from gambling: for that, MrQ points to a time-out or a self-exclusion.

Closures MrQ reverses, and those it will not

When everything is in order, MrQ says it usually reopens one within 24 hours, but not in these four cases.

Chat transcripts and the complaint route

1. Download the chat transcript before the chat closes (the three dots at the top right, then Download Transcript). Transcripts aren’t sent automatically, though MrQ keeps the conversation and sends a copy on request.
2. Follow the complaint route if it stays unresolved: write to support@mrq.com from the registered address, allow MrQ eight weeks, then go to IBAS (details in the MrQ review).