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MrQ are committed to doing right by their players and follow the complaints guidance set out by the Gambling Commission. To make sure your issue is properly investigated and resolved, please note that they cannot action complaints submitted via third-party websites.
All complaints must be made directly through their own internal process.
Step 1: Contact MrQ Directly
As a first point of call, please reach out to one of their friendly Player Experience Team members via email at support@mrq.com or through Live Chat. They'’ll start looking into your issue right away and do their best to resolve it informally.
Step 2: Request Escalation
If you're not satisfied with the initial response, you can ask them to escalate the matter as a formal complaint.
Once escalated:
• Their Complaints Executive will acknowledge your complaint within 2 working days (Monday to Friday)
• They’ll conduct a thorough investigation and may contact you for further details related to your issue
• Their aim is to provide a response within 7 days, though more complex cases may take longer
Step 3: Final Review & Outcome
If you’re still dissatisfied with MrQ's response, you may submit further evidence to support your complaint. They’ll review everything again and issue a final response, usually within 14 working days. However, the full complaints process may take up to 8 weeks from the date your complaint was first submitted.
Step 4: Independent Review (if needed)
If you remain unhappy after receiving their final response, they'll issue a “deadlock” reference via email with your unique reference number. This allows you to escalate the matter to the
Independent Betting Adjudication Service (IBAS) for a completely impartial review.