At MrQ, we’re committed to doing right by our 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 we cannot action complaints submitted via third-party websites.

All complaints must be made directly through our internal process.

Step 1: Contact Us Directly

As a first point of call, please reach out to one of our friendly Player Experience Team

members via email at support@mrq.com or through Live Chat. We’ll start looking into your

issue right away and do our best to resolve it informally.

Step 2: Request Escalation

If you're not satisfied with the initial response, you can ask us to escalate the matter as a

formal complaint. Once escalated:

●Our Complaints Executive will acknowledge your complaint within 2 working days

(Monday to Friday)

●We’ll conduct a thorough investigation and may contact you for further details related

to your issue

●Our 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 our response, you may submit further evidence to support your

complaint. We’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 our final response, we’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.