General Terms & Conditions

Welcome to the MrQ General Terms and Conditions.

These are the General Terms and Conditions which form the basis of the contract between you (the Customer) and us, (the Company). These are the terms under which we offer our sites, services and products, and under which you agree to access and use them.

We also have other Terms and Policies which form part of these General Terms and Conditions, but which we have provided as separate documents to make it easier to access and understand, and which are below for your reference:

  1. 1. Introduction

    1. Welcome to https://mrq.com/ (the "Website").
    2. The Website is operated and managed by Lindar Media Limited, a company incorporated under the laws of England with company registration number 08939139, and having its registered address at:
      MrQ PO Box 1243 St. Albans AL1 9JH
    3. Lindar Media Limited is licensed and regulated for customers residing in the United Kingdom by the UK Gambling Commission under remote gaming licence number R 000-051250-R-328289-006. For further details on our licence, please click here.
    4. Lindar Media Limited is referred to in these Terms as "MrQ", "we", "our" or "us" and you, the player, as "you" or "your".
  2. 2. These Terms and Conditions

    1. These General Terms and Conditions together with the documents referred to in them (the "Terms") apply to you – and are binding on you – when you access and/or use the Website, open and use an Account, play any Games, and/or use any of the other products or services we may offer.
    2. Please read these Terms carefully and make sure you understand and agree to them before you register for an Account. When registering for an Account, you will be asked to expressly agree that you have read and understood these Terms, which then form a contract between you and us. Should you not agree with any of these Terms, please do not register for an Account or use the Website in any other way.
  3. 3. Definitions

    1. In these Terms, the following capitalised words have the following meanings:
      "Account" means an account held by an Account Holder.
      "Account Holder" means an individual who has successfully registered an Account on the Website.
      "Games" means any of the gaming products offered on the Website.
      "Restricted Jurisdiction" means any jurisdiction other than the United Kingdom.
  4. 4. Changes

    MrQ reserves the right to modify these Terms from time to time for a number of reasons, including in order to comply with applicable laws and regulations and/or to keep up to date with changes to the Website, Games and/or our business practices. Whenever a substantial amendment is made to the Terms, we will notify you first via an email to the email registered to your Account before updating the Terms and you will also be notified the next time you login to your Account. If you do not agree to the updated Terms then you should not continue to play on the Website. The full Terms are available on the Website at all times. It is always recommended to check the Terms from time to time to ensure that you agree with them. All versions are dated.

  5. 5. Other Important Terms

    1. These Terms include and incorporate various other terms, as follows:
          a) our Customer Privacy Policy;
          b) our Bingo and Games rules;
          c) the rules applicable to each Game;
          d) our Responsible Gambling Policy;
          e) our Promotion terms, along with any separate terms and conditions which apply specifically to the relevant bonus/reward/promotion/competition;
          f) our Chat Rules; and
          g) our Fair Use Policy.
    2. If there is any inconsistency or any conflict between these Terms and any other policies, these Terms will to that extent prevail.
  6. 6. Your Account

    1. In order for you to be able to place bets and deposit money via the Website, you must first register personally with us and open an Account.

    Duplicate Accounts

    1. You are only entitled to have one Account. Only one Account for each household, IP address and device is allowed. If we discover that you hold more than one Account ​​and/or the same payment details are used in respect of multiple Accounts, these additional Accounts shall each be classified as "Duplicate Accounts". If we discover that you hold one or more Duplicate Accounts, we will (in respect of each Duplicate Account):
      1. close the Duplicate Account, leaving you with only one active Account (unless we have reason – for example if you have deliberately or fraudulently opened more than one active Account – to close all your Accounts);
      2. treat all bonuses and free bets, and all winnings accrued from such bonuses and free bets, obtained using the Duplicate Account as void; and
      3. void all future bets/wagers made on the Duplicate Account.
      4. If there is no balance on the Account we will not issue a refund of the deposits.
      5. If you have used the Duplicate Account to engage in any of the prohibited activities listed in section 12.4. we will suspend/terminate your account following the terms outlined in section 12.

    Your Responsibilities

    1. As an individual applying to open an Account and throughout the time you have an Account with us, you agree and confirm that:
      1. you are at least 18 years of age;
      2. you are not classified as a compulsive problem gambler, and/or included (whether voluntarily or involuntarily) on any register or database of individuals who are excluded from gambling;
      3. you are not a resident in any Restricted Jurisdiction;
      4. you are not depositing money originating from criminal and/or other illegal activities;
      5. you are not depositing money through a payment card or other payment method which does not legally belong to you or using the payment card or other payment method to play on credit;
      6. you understand that employees of MrQ, its licensees, distributors, wholesalers, affiliates, and subsidiaries are not allowed to participate in the Games except for the purposes of testing and as expressly approved by MrQ, and you confirm that you do not fall into any of these categories;
      7. you are opening an Account as an individual and not on behalf of any company or other corporate entity;
      8. your interest in the Games is personal and not professional and that you participate solely for your own entertainment;
      9. you accept that it is your responsibility to ensure compliance with applicable local or national laws before registering with us and/or before dealing with us, and you accept that there may be specific laws in your country, place of residence, or the place from which your bets or wagers are offered to us, which prohibit gambling;
      10. you confirm to us that you will not attempt to access or use the Website or Games from a jurisdiction, state or country that prohibits its citizens from participating in gambling; and
      11. all information provided by you during the registration process is true and correct.
      12. you have the mental and legal capacity to take responsibility for your actions and to enter into and comply with our Terms;
      13. you will not play whilst under the influence of alcohol or drugs; and
      14. you will not open more than one Account with us as this will be in breach of our Duplicate Account terms outlined in section 6.2.
    2. If you do not abide by the responsibilities listed in section 6.3 we will suspend or terminate your account in line with the Terms outlined in section 12.

    Use of your Account

    1. It is your responsibility to ensure that all information provided to us by you relates to you personally and is accurate and up-to-date.
    2. If your personal information such as name, address, or contact details change at any time you must inform us as soon as possible by contacting our support team at: [email protected]. You can also update some of your information directly via your 'My Account' page.
    3. You may use the Games solely on your own behalf and not on behalf of any other person or company. You may not allow any other individual to access and/or use your Account or access and participate in any of the Games via your Account. You understand that you will be fully liable for any losses incurred by a third party on your Account and you will immediately inform us should you suspect that a third party has obtained access to your Account, and will assist us fully in our investigations into the matter.
    4. You are not allowed to transfer funds from your Account to other players or to receive money from other players into your Account. Accounts are not transferable and it is prohibited for players to sell, transfer or acquire Accounts from other players.
    5. You must not allow any other person (including, without limitation, any person under the required age for gambling) to use your Account, accept any prize, or participate in the Games under any circumstances.
    6. You are solely responsible for your Account details. This includes but will not be limited to the username and password and/or any other means to access your Account via the Website. If you forget your password you can reset your password by clicking the ‘Forgot password’ link on the login page or contacting [email protected]. Creating a new account due to forgetting your Account details is a breach of our Terms outlined in section 6.2.
    7. If you believe a third party has obtained your username and/or password, you should immediately contact our support team at: [email protected].
    8. For information on how we collect, use and store customer data, send you information about marketing and promotions, and your rights, please see our Customer Privacy Policy.
    9. You agree that we may modify, remove or add to the Website and/or any of the games on the Website at any time without providing you with notice before doing so.
    10. We communicate with customers via email, chat and phone and all conversations are recorded. You agree that you will not use abusive or offensive language towards MrQ staff members and we will restrict your access to our services should you breach these Terms.

    Player Verification and due diligence

    1. The following information must be provided during the Account registration process:
      1. date of birth;
      2. full name;
      3. full residential address;
      4. valid email address; and
      5. a chosen username and password.
    2. You will not be permitted to gamble until we have verified your name, address and date of birth.
    3. As noted above, you must enter all mandatory information requested into your registration form all of which must be true, complete and correct.
    4. When deciding whether to accept your application for an Account, we may supply the information you have given us to authorised third parties to confirm your age, identity and registered payment details. They will check any details we disclose to them against any databases (public or private) to which they have access and will keep a record of that check.
    5. We'll try and conduct our verification processes electronically where possible, but if we are unable to do so, or if the check is inconclusive, we may have to ask you to provide us with identity documents (these are listed in sections 6.21 and 6.22).
    6. As a licensed operator we are required to conduct a number of checks (on-going due diligence) during the whole time that you have an Account with us relating to our licence and other regulatory obligations. In order to be able to complete these checks, at any time we may request that you provide us with personal documents and/or information relating to your payment method(s) and/ or your personal and/or financial circumstances. We will try to request this information as soon as it becomes necessary to do so and until we receive the requested documents and satisfy these checks to our reasonable satisfaction, we will limit your ability to deposit or withdraw your funds. If we do not receive the requested documents your Account will be closed or suspended in line with section 12.
    7. The identification documents that we may request that you provide to us include, but are not limited to:
      1. Official forms of ID (Passport, UK Driving Licence, Non-UK Driving Licence, Non-UK National ID card);
      2. Bank Statement or Utility Bill (Gas, Electricity, Water or Council Tax) issued within the 90 days before sending to us.
    8. The source of funds documents we may request that you provide to us include, but are not limited to:
      1. one or more bank statements (issued within the last 90 days)
      2. one or more payslips (issued within the last 90 days) (or bonus payment);
      3. last audited accounts;
      4. P60
      5. documents illustrating legitimate gains from another venture/casino;
      6. copy of sale contract (car/business/property/assets/shares); and/or
      7. tax returns.
      8. documents evidencing inheritance (will/probate)
    9. If we discover (after you've successfully opened an Account) that you are under 18 years of age:
      1. your Account will be closed;
      2. all transactions made via your Account will be voided;
      3. all funds deposited by you will be returned to you using the same payment method used for the deposit of such funds, wherever possible; and
      4. we may make a report to the relevant regulatory authority.

    Protection of Your Funds

    1. MrQ keeps all player funds in a separate client funds account, independently from all other operating and corporate funds. This is in accordance with the "No Protection" level of protection and as set out on the Gambling Commission's website.
    2. In the case of insolvency, these funds would not be protected.
    3. The amount of cleared funds you have available will be held in your Account and displayed when you log in to your Account. You consent to us enabling the provision of such information to you on the Website.

    Closing Your Account

    1. If you wish to close your Account, you may do so at any time by clicking "close my account" in the profile section of your Account. Alternatively, you can request the closure by contacting our customer support team. In the event that you contact our customer support team to close your Account, we accept no responsibility for any losses that occurred between the time of your request and the closure of your Account. We will make reasonable efforts to close your Account as quickly as possible after receiving your request, however, you’re aware that closing your Account yourself will be immediate.
    2. Except where these Terms permit us to withhold payment, any funds in the Account will be remitted to you upon closure, save that if the funds in the Account are £1 or less we will retain such amount due to the payment processing fees that we incur; unless you contact our customer support team to specifically request their return.
    3. If you close your Account and decide to return to MrQ at a later date, you agree that you will re-open your original Account instead of creating a new Account (please see section 6.30 for how to re-open a closed Account). Any new Accounts you create will be classed as a Duplicate Account and closed in line with our Terms outlined in section 6.2.
    4. You may request to reopen your closed Account at any time by contacting customer support (see here for how to contact them). All reopen requests are subjected to a review and we will decline your reopen request if we have responsible gambling concerns or if you have otherwise breached these Terms. Accounts that have been closed due to a self-exclusion or time-out period cannot be reopened until the exclusion or time-out period has ended.
  7. 7. Deposits and Withdrawals

    Deposits


    1. You will not be able to make a deposit until your age has been verified.
    2. We do not charge fees for processing deposits.
    3. We offer several different methods for making a deposit or a withdrawal from an Account.
    4. Further details of the payment options currently offered (and any charges associated), together with information about deposit and withdrawal limits, processing times, qualifications and processing fees can be found either on our Help and FAQs page, or by contacting our support team at: [email protected].
    5. You agree that all payment methods used by you in connection with your Account belong to you and are in your name, and that all money deposited is your personal money and not money that relates to another person, business or other source, or provided to you by a third party (including but not limited to money from a loan, family member, associate or any other source). If you breach this Term we will take the actions outlined in section 12.
    6. You may be able to register several different payment methods via your Account at any one time, however, to protect our customers against fraud, and to ensure we meet our regulatory obligations, we reserve the right to request proof of ownership (verification) of any payment method registered with us at any time.
    7. If you are depositing money without the intention of wagering the funds we will restrict the payment methods available to you and/or suspend your Account (as outlined in section 12.).

    Withdrawals

    1. You may withdraw up to the full amount of your own real money deposits and winnings held in your Account at any time provided that:
      1. all payments made into your Account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;
      2. we have completed any verification to our reasonable satisfaction (see Section 6 above). Where we have requested information from you to carry out these checks, any delay in providing this information may cause an additional delay when withdrawing funds; and
      3. there is currently no ongoing investigation:
        1. into a Game defect involving a game which you have played which requires a temporary freeze on withdrawal of funds; or
        2. where we have reasonable grounds to believe you may have engaged in an illegal activity or Prohibited Activity (as defined in Section 12.1.2 below) which could entitle us to withhold funds in accordance with Section 12.1 below.
    2. Available withdrawal methods are clearly stated in our Help and FAQ centre.
    3. Whenever possible, MrQ will pay your withdrawals using the same method you used to make your deposits. Withdrawal payments may only be made in the name of and to the registered Account holder. If the method used to deposit does not accept withdrawals, we may require proof of ownership to confirm the alternative method belongs to you.
    4. Details about the timings for withdrawals in respect to the payment method used are available in our Help and FAQ centre, and these may be amended from time to time.
    5. Please be advised that our products are consumed instantly during gameplay. Thus, we cannot provide refunds, returns of monies, or cancellation of the requested product when playing. If you play a Game with real money, the money will be drawn from your Account instantly.
    6. We do not charge fees for processing withdrawals.
    7. Please be advised that we are unable to make any payments by cheque, postal order, or money orders (such as Western Union).
    8. Where we are unable to facilitate a withdrawal using the existing payment methods offered, we may, at our discretion, do so via international bank wire transfer or similar. In such cases an administration charge (or currency equivalent) may be levied and we will not be liable for any additional administration charges (including but not limited to foreign exchange charges) incurred as a direct result of such payment.

      Chargebacks

    9. It is a breach of our Terms to raise a chargeback (sections 7.8.1. and 12.4.2.). If we receive a notification of a chargeback we will suspend your Account whilst we investigate. We may decide to take legal proceedings to recover the funds you have raised a chargeback for and you agree to compensate us for any expenses incurred as a result of the chargeback or the process of recovering such amounts.
    10. Chargebacks should only be raised for legitimate reasons. Even in the case that a chargeback has ruled in our favour, we may refuse to reopen your Account, void all transactions on your Account and freeze the funds that are held in your Account.
  8. 8. Playing for Fun vs Playing for Real Money

    1. From time to time, you may be offered the chance to play the Games for 'fun'. If you play for fun you may do so in the "free play" or "play for fun" area only. No real monetary bet is necessary or required to play and there is no real monetary win. There is no cost to you except any cost you may incur to access the internet, charged by your internet service provider or telecommunications provider or any other third party.
    2. If you play for real money, you acknowledge that a real monetary bet is needed and that you may win or lose real money. You are reminded that you accept full responsibility for any losses that you may incur.
    3. It is your responsibility to note the payout rate or odds that apply to each Game before you place a stake.
    4. Where you start a Game, you must complete it within ninety (90) days. Failure to do so may result in both the stake and any winnings being forfeit.
  9. 9. Errors and Interruption

    1. If we mistakenly credit your Account with winnings that do not belong to you, whether this is due to a technical or human error or otherwise, the amount will remain property of MrQ and the amount will be transferred back to us from your Account. We reserve the right to void any transactions placed using incorrectly/mistakenly credited funds, including related winnings paid out in error. To satisfy any such liability, we further reserve the right to freeze and withhold these funds and set-off any subsequent winnings owed to you. If prior to MrQ becoming aware of the error you have withdrawn funds that do not belong to you, without prejudice to other remedies and actions that may be available to us at law, the mistakenly paid amount will constitute a debt owed by you to MrQ. In the event of an incorrect crediting, you are obliged to notify us immediately by email at: [email protected]m.
    2. Although we will take all reasonable measures to ensure that the Website and Games are free from computer viruses we cannot and do not guarantee that the Website and Games are free of such problems. It is your responsibility to protect your systems and have in place the ability to reinstall any data or programs lost due to a virus.
    3. If gaming is interrupted (e.g. where your internet connection is disconnected) after you have successfully placed a bet or wager, the random number generator will continue to determine the result of your bet or wager on the relevant Game and will process the transaction as would have occurred had the interruption not occurred (e.g. had your internet connection been live).
    4. You'll be able to access details of the bet that was determined when your play was interrupted by viewing your betting history.
    5. You may not abuse or take advantage of any error or instance of incompleteness on the Website or in any of the Games provided by us. Should you become aware of such an error or incompleteness, please notify us immediately. If you do not comply with this Section and take advantage of or divulge any information about an error or incompleteness, MrQ will be entitled to pursue any remedies available at law. If we believe that you have exploited any errors or issues for monetary gain instead of notifying us, we will take the actions outlined in section 12.

    Computer transmissions and random number generator software

    1. You fully accept that the Website and Games and your interaction with them are dependent on the satisfactory operation of computer systems and networks, including communications media, and that such operation may be subject to disruption which is beyond our control.
    2. You accept that all instructions and responses are sent between you and us and/or third parties over the Internet or by other connecting media over which neither you nor we have control. We do not accept any risk of malfunction or inadequacy of the connecting media.
    3. Our records will be conclusive evidence as to all transactions made with us both in relation to their nature and value.
    4. You fully accept and agree that the random number generator software will determine the outcome of bets or wagers on the relevant Game (except any peer to peer games) and that the records of such software will be final and conclusive in all respects.
    5. Any software supplied to you or downloaded by you to enable or facilitate connection with a Game is regarded as your input software and all information delivered by it will be binding on you.
    6. If, due to visual or device malfunction, there is a discrepancy between your understanding of the outcome and the actual outcome (for example, due to visual or device malfunction) then the correct outcome will be the result published by our game server.
  10. 10. Anti-Money Laundering

    1. All transactions will be monitored in order to prevent money laundering. We will report any suspicious transactions to the relevant authorities. In accordance with our anti-money laundering obligations, we reserve the right – acting reasonably – to raise queries or require documentation related to the source of deposited funds. If the requested information and/or documentation is not provided or is not considered by us (acting reasonably) as satisfactory, we may suspend/terminate your Account, withhold payment of any money held in your Account, and pass on any necessary information to the relevant authorities. In particular but without limitation, we reserve the right to void any bets and withhold any winnings where we have reason to believe bets have been placed using third party funds.
  11. 11. Dormant and inactive customer accounts

    1. If you have not logged into your Account or otherwise contacted us for thirty consecutive months, your Account will be deemed to be inactive and suspended for security reasons ("Inactive Account").
    2. We will notify you via email no less than one month prior to your Account becoming an Inactive Account. This email will also advise you of the administration fee in Term 11.6. to be charged upon your Account becoming inactive.
    3. You may prevent your Account and the date from which such charge shall be made upon your Account becoming inactive by logging in within thirty months of your last login.
    4. You may reactivate an Inactive Account by contacting our customer support team at [email protected]. If you create a new Account instead of reactivating your old Account this will be classed as a Duplicate Account and the actions taken are outlined in section 6.2.
    5. Once your Account becomes Inactive, MrQ will attempt to return any outstanding real money balance to your primary payment method.
    6. If we are unable to return the funds to your primary payment method we will charge £5 per month as an administrative fee to your account. We will notify you via email thirty days prior to this occurring.
    7. If, after your Account has become an Inactive Account, you access your Account, we will reimburse the fees charged upon request. You can make this request via our customer support team at [email protected].
  12. 12. Suspension/Termination of your Account

    1. We are entitled to close your Account at any time and do not need to give you prior notice. Any balance in your Account at the time of such closure or any closure under Section 12.2 below will be paid back to you, except that:
      1. if you have engaged in illegal activity, MrQ is under no obligation to refund to you any money that may be in your Account; and
      2. if we discover or have reasonable grounds to believe that you have participated in any of the activities listed in Section 12.4 below (each a "Prohibited Activity") then we will withhold all or part of the balance and/or recover from your Account deposits, payouts, bonuses, and/or any winnings that are attributable to those Prohibited Activities.
    2. We will suspend your Account where we have reason to believe that you have engaged or are likely to engage in any Prohibited Activity and your Account will remain suspended while the matter is investigated. Should our investigation result in our reasonable determination that you have engaged in any Prohibited Activity, we will restrict or permanently close your Account. In such circumstances, your details may be passed on to any applicable regulatory authority, regulatory body or any other relevant external third parties.
    3. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the Account.
    4. Prohibited Activities:
      1. if the name registered on your Account does not match the name on the payment method(s) used to make deposits on that Account;
      2. if we have received a "chargeback" and/or a "return" notification via a deposit mechanism used on your Account (the Terms in Sections 7.16 and 7.17. also apply);
      3. if you use a stolen, cloned or otherwise unauthorised payment method as a source of funds in connection with your Account;
      4. if you use the Website other than for your personal use;
      5. if you allow or permit someone else to use your Account;
      6. if you exploit a fault, loophole or error in our or any third party's software on the Website;
      7. if you provide incorrect or misleading registration details (except where you provide any incorrect or misleading information in order to pass relevant age-verification checks, which situation will be dealt with as described in Section 6.23 above);
      8. if we have reason to believe or suspect you are involved in collusion, cheating, engaging in play strategies to obtain an unfair advantage or are using our services for any reason other than your personal enjoyment. Behaviours that we consider to fit this description include:
      9. the use of systems to register or play on our site (this includes Machines, computers, software or other automated systems such as bots); and
      10. accessing your Account through a VPN, proxy or similar services that masks or manipulates the identification of your actual location and/or providing false or misleading information regarding your citizenship, location or place of residence.
      11. we have reason to believe that you are in a Restricted Jurisdiction (or citizen of a Restricted Jurisdiction) that renders the provision of the Games to you or your use of them illegal;
      12. we have reason to believe or suspect that your Account is being used in any manner which we consider (acting reasonably) to be fraudulent, dishonest or in a criminal way. Behaviour that we consider fit this description include:
        1. exploiting an error, issue or loophole in the system;
        2. depositing without the intention of wagering; and
        3. using software or systems to hide your device details.
        4. activity prohibited by the Proceeds of Crime Act 2002.
      13. if we discover that you have a criminal background or you are convicted of a criminal offence;
      14. if you access our site whilst you are self-excluded (with us or registered with GAMSTOP); or
      15. if you otherwise materially breach these Terms.
  13. 13. Responsible Gambling

    1. MrQ is committed to making sure our customers understand the risks related to gambling and have the tools to help keep them safe. As part of that commitment, we may, both at the start of, and thereafter for the duration of our relationship, undertake various checks to assure ourselves that a player's activity with us does not indicate problem gambling and is within their financial means.
    2. Where we feel this is not the case we will apply limitations to your Account and withhold our services until any such checks have been completed to a satisfactory level.
    3. If we do suspect problem gambling we will place restrictions on your Account and/or close your Account at any time, without notice. If your Account is closed, any balance will be refunded to your primary payment method.
    4. We encourage our Account Holders to make use of a variety of responsible gambling features so as to better manage their Account and their gambling habits. These features are briefly explained in this Section 13 and full details can be found on our Responsible Gambling page. We'll take all reasonable precautions to make sure any limits you set are honoured but we're not liable to you if you bypass our procedures by deliberate manipulation of our systems and processes.
    5. You may see advertisements of our site and other gambling sites on your social media. If you would like to limit your exposure to gambling adverts you see on social media by following the guidance provided here.

    Deposit limits

    1. When you first deposit with us you'll be asked to set a daily, weekly or monthly player deposit limit on your Account. You can set a daily, weekly or monthly player deposit limit on your Account at any time if you decide not to do it at first deposit, by going to the Play Responsibly section of your Account.
    2. We recommend that you do so to keep track of how much you spend with us.
    3. More details can be found on our Responsible Gambling page.

    Reality Checks

    1. You can also set up a "reality check" on your Account, which is a timer you can set to remind yourself how long you've been playing for. More details can be found on our Responsible Gambling page.

    Time-Out

    1. You may opt to set a "Time-Out" period on your Account. Your Time-Out can last for:
      1. twenty four (24) hours;
      2. one (1) week;
      3. one (1) month; or
      4. any other period requested by you, up to a maximum of six (6) weeks.
    2. More details regarding a Time-Out can be found here.
    3. If you wish to reopen your Account once your Time-Out period has finished you can do so by logging in to your Account.

    Self-Exclusion

    1. If you feel that you are becoming dependent on gambling, you should consider limiting your access to your Account. We have measures in place to ensure that as soon as your self-exclusion request is processed, you will no longer be able to play on the Website and you will not be able to access your Account until your period of limitation has elapsed. Please make sure to withdraw all the funds held in your Account prior to making a self-exclusion request, otherwise we will return any remaining balance to you. Any undetermined bets at the time of your self-exclusion will be settled in the normal way, according to the normal timescales and, if applicable, winnings paid to you.
    2. Our Responsible Gambling page gives more details about self-exclusions.
    3. You may, at your discretion, choose to limit your ability to access your Account for:
      1. An indefinite time: If you decide to close your Account permanently, you will not be able to access it again; and
      2. A definite term: If you decide to close your Account temporarily, you have to limit your access for a minimum period of six (6) months. You will not be able to reactivate your Account, under any circumstances, during the self-exclusion period chosen. Temporary self-exclusion may be extended for further periods of at least six (6) months. There is no maximum period of time for self-exclusion.
    4. Due to payment processing fees that we incur, any funds of £1.00 and over held in your Account will be returned to you once the self-exclusion has been registered. Where the remaining balance in your Account is £0.99 or less this will be donated to a responsible gambling charity of our choice.
    5. Please be aware that after your self-exclusion period has elapsed, the Account will not be automatically reactivated. If you would like us to consider re-opening your Account you are required to contact us in writing via email to [email protected]. If we decide to have your Account reactivated, we will arrange a phone call with you and if we agree to reactivate your account you will have to wait for a "cooling off" period of 24 hours to elapse, consequently, you will not be able to access your Account straight away. A "cooling off" period gives you time to reconsider whether you really want to have your Account reopened. If you choose to create a new account instead of requesting that your existing account is reopened this will be classed as a Duplicate Account and actioned in line with section 6.2.
    6. Please understand that it is important for us to be made aware as to the motive for your exclusion, especially if this is related to problem gambling matters. Kindly inform us as to this reason upon making your self-exclusion request.
    7. Any Account limits and self-exclusion requests will be valid for the Website only and will not include other sites operated by us.
    8. Software is available from various organisations to help you with self-exclusion. You may also find more advice and information about responsible gambling and protecting minors and vulnerable people at: https://www.begambleaware.co.uk and https://www.gamcare.org.uk/.
    9. MrQ is registered with GAMSTOP – the UK National online Self-Exclusion Scheme which lets players exclude from all participating operators gambling sites through one self-exclusion request for a period of six months, one year or five years.
    10. This means that once you're registered with GAMSTOP and your exclusion has been confirmed, you won't be able to sign up or log in to any participating operator's gambling site for the period of your exclusion. It is your responsibility to keep your GAMSTOP subscription updated with your correct details. We will not be liable if you attempt to bypass your exclusion by manipulating your details to circumvent our system checks. If we discover that you have breached this Term we will close your Account in line with section 12.2. We will not issue a refund of your deposits if there is no balance on the account.
    11. If you want to re-open your Account once your GAMSTOP subscription has ended then you will need to follow the return from exclusion procedure outlined in section 13.17.
    12. For more information visit: www.gamstop.co.uk - or call their free helpline on 0800 138 6518 (opening hours 08:00am - midnight) for more information.
    13. We suggest that you read our Responsible Gambling Policy every month and seek help or support if you are in any way uncomfortable or concerned with your gambling, and especially if you've thought about taking a break at any time.
  14. 14. Promotions

    1. From time to time we may offer bonuses, rewards, promotions and/or competitions which are governed by these Terms and any separate terms and conditions which apply specifically to the relevant bonus/reward/promotion/competition. Any promotions, bonuses, rewards or special gifts credited to your Account will be subject to and must be used in adherence with these separate terms and conditions as well as these Terms.
    2. If there's any conflict or inconsistency between these Terms and any promotion-specific terms and conditions, the promotion-specific terms and conditions will to that extent take precedence.
    3. All prizes and/or winnings from our promotions are paid in cash. They are therefore not subject to wagering requirements and may be withdrawn at any time.
    4. In the event that a winner’s account is deemed to be ineligible, we will withhold payment of the prize and if necessary, award the prize to an alternate entrant. The Account will be deemed ineligible if:
      1. the Account is closed or suspended for any reason;
      2. the Account has breached any of the terms outlined in section 14.6.
    5. If we believe an offer is being abused and/or you have engaged in a prohibited promotional play activity, we will take the following actions:
      1. Revoke and/or cancel any winnings that may have been accrued by misuse of the system; and/or
      2. Exclude players found to be abusing offers from receiving further marketing materials; and/or
      3. Suspend abusing player Accounts.
    6. A list of what we deem to be abuse and/or our prohibited promotional play activities include:
      1. Using more than one account;
      2. Equal, zero or low margin bets;
      3. Wagering on games excluded from the offer;
      4. Collusion;
      5. Manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating;
      6. Use of software to gain an unfair advantage such as automated bots.
      7. Masking IP address or using a VPN.
      8. Attempting to use a promotion that was not sent to you.
    7. Any large wins may be subject to security checks and validations by the game provider and will not be released until we receive confirmation.
    8. In the event of a promotion malfunction, we will attempt to rectify the issue as soon as it’s identified and we are entitled to recoup any winnings accrued from the promotional error. If the game used in the promotion can no longer be used due to technical reasons we will credit an equivalent bonus on another game.
    9. We may withdraw or change the terms of an offer at any time. Any such change will apply from the point it is made to all customers opting in for the promotion from that point on. Any customer already opted in will be managed in accordance with the terms applicable at the time of opt in.
    10. Following a time-out or self-exclusion request and during the whole period of your time-out or self-exclusion, we will use all reasonable efforts not to send you any further marketing materials and, in any event, will ensure that we will not send you any further marketing materials after four hours of Account closure.
    11. If we have responsible gambling concerns then we will not send you marketing materials even if you are subscribed to marketing communications.
  15. 15. Chat Rooms and Discussion Forums

    1. For some Games, we may offer you the opportunity to interact with other customers in virtual chat rooms and discussion forums. The purpose of these rooms is to provide entertainment and communication to all Account Holders. We reserve the right to block access to these features for any customer at any time.
    2. You agree that you are responsible for your use of chat rooms and discussion forums and you undertake to comply with the chat room and discussion forums rules in these Terms or our Chat Rules.
    3. You accept that if you violate any of the Chat Rules, we reserve the right to issue warnings and you may be blocked from accessing the chat and discussion features, temporarily or permanently. In certain cases, we reserve the right to suspend or permanently close your Account.
    4. Chat may be conducted in English only, and you may only chat in a way that would be appropriate in a face-to-face meeting. You accept that any foul, abusive or inappropriate language will not be tolerated and that you are not allowed to harass, threaten or embarrass other customers.
    5. You agree that you will not post or transmit through chat rooms and discussion forums any abusive, offensive, defamatory, threatening, obscene, harmful or pornographic material or material which would violate or infringe in any way upon the rights of others (including intellectual property rights, rights of confidentiality, or rights of privacy) or cause offence, distress or inconvenience or which do not comply with all relevant laws.
    6. You accept that chat rooms or discussion forums will be supervised and that all conversations in such rooms will be logged and recorded and suspicious chats reported to the relevant authorities.
    7. You accept that you aren't allowed to promote any betting or gaming products (other than MrQ Games) or engage in any other form of third party advertising in the chat rooms, discussion forums or elsewhere on the sites.
    8. You accept the need, when using any chat room or discussion forum, to keep your identity private and refrain from giving out your name, address, telephone number, email address, or any other information (other than that specifically requested by the Chat Moderator), that could help someone discover your actual identity.
    9. You agree that we have the right to copy, use, distribute, adapt, modify, display, reproduce and transmit any information that you may put in any chat room or discussion forum and to allow other users of the Website, products and services to view and copy such information for personal use with your permission, which you are not obliged to give.
    10. You agree that, except for information posted by ourselves, all information shared in any chat room or discussion forum represents the personal input, opinions, views or other expressions of the applicable user and not those of ourselves and that we are not liable for any of them.
    11. You accept responsibility for any information you share in any chat room or discussion forum and that you are liable for any consequences of such information.
    12. You agree that we have the right to edit or delete any information put in to any discussion forum including, without limitation, any information which conflicts with any of the above rules.
  16. 16. Intellectual Property

    MrQ, its group companies and/or its licensors are the sole holders of all rights in the Website and the content of the Website including but not limited to all trademarks, service marks, signs, trade names, domain names, images, software, code, pictures, graphics, photographs, animations, videos, music, audio and text (together the "Website Content"). The Website Content is protected by copyright and/or other intellectual property or other rights. By using the Website and/or the Games you obtain no rights in the Website Content, or any part thereof. You are not entitled to exploit or otherwise use any of the Website Content for any purpose other than the proper use of the Website and Games, and except for what is allowed by law.

  17. 17. Limitation of Liability

    1. This Section is not intended – and will not be considered – to be excluding liability for anything which it would be unlawful for us to exclude. In particular (but without limitation) nothing in these Terms will operate so as to limit or exclude our liability for:
      1. personal injury or death caused by our negligence or the negligence of our employees, agents or subcontractors;
      2. fraud or fraudulent misrepresentation;
      3. any breach by us of your statutory rights; or
      4. any other liability which may not be excluded by applicable law.
    2. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the contract between us or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
    3. If defective digital content which we have supplied to you damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
    4. Subject always to Sections 17.1 to 17.3 above:
      1. we accept no liability for any damages or losses which arise out of or in connection with your use of the Games or the Website;
      2. the Games and the Website are provided on an "as is" basis we make no warranty or representation in relation to the satisfactory quality, fitness for purpose, completeness or accuracy of the Games and the Website; and
      3. our maximum liability to you arising under these Terms will not exceed the value of the bets and/or wagers you placed via your Account in respect of the relevant bet/wager or Game that gave rise to the relevant liability.
  18. 18. Complaints and disputes

    1. If you have a complaint, you should inform us in writing at [email protected]. We will aim to acknowledge all complaints within 24 hours of receipt.
    2. Complaints should be made as soon as possible after circumstances arise that cause you to have a complaint. Complaints will be dealt with under the Complaints Procedure.

    Complaints Procedure

    1. In the first instance, we will endeavour to resolve the complaint to the satisfaction of both parties as soon as reasonably possible and in any event within eight weeks of receipt of your complaint. Should this not be possible we will contact you to explain why and provide a date by which you can expect a full response.
    2. If you are not satisfied with the resolution of your complaint/claim and/or your complaint is not resolved to your satisfaction within eight weeks of receiving the complaint, you may report your complaint to an independent adjudicator as set out below:
    Independent Betting Adjudication Service PO Box 62639 London EC3P 3AS Telephone: 020 7347 5883 Email: [email protected]
    1. Alternatively, you may direct your complaint to the European Commission's Online Dispute Resolution (ODR) Platform, which will then forward it on to the relevant ADR entity.
    2. The nominated ADR entity will act as an impartial adjudicator on disputes that arise between us and you only when:
      1. you have made every reasonable effort possible to resolve the dispute before speaking to them – in practice this means that you should go through our own internal customer complaint process (set out above in this Section) before referring the matter to ADR; and
      2. a deadlock regarding the resolution exists.
  19. 19. Miscellaneous

    1. Governing Law: These Terms, and all of their constituent parts, will be governed by, and interpreted in accordance with, the laws of England and Wales.
    2. Language Translations: These Terms are drafted in the English language. If at any time they are presented to Customers in another language and there is a conflict or inconsistency between the English language text and any text in another language, the English language text will prevail.
    3. Entire Agreement: These Terms (and all the documents referred to herein) constitute the entire agreement between us and there are no other terms applying. No part of these Terms will be considered as waived by any party unless a waiver is given in writing by that party.
    4. Assignment/Transfer: You may not assign, transfer, charge, create a trust over or otherwise deal in all or any of your rights and/or obligations under these Terms (or purport to do so) without our previous written consent. We're entitled to assign, transfer, charge, create a trust over or otherwise deal in our rights under these Terms as we see fit.
    5. Removal of Unenforceable Terms: If any provision of these Terms is held to be illegal or unenforceable, that provision will be severed (i.e. removed) from these Terms and all other provisions will remain in force unaffected by such removal.
    6. Variation: Nothing said or written by any employee or agent of MrQ or Lindar Media will constitute a variation of these Terms or an authorised representation of the nature or quality of any aspect of the products or services that we offer. Except in the case of fraud or fraudulent misrepresentation, we will have no liability to you for any such unauthorised representation.
    7. Force Majeure: MrQ will not be liable or responsible for any failure to perform, or delay in performance of, any of its obligations under these Terms to the extent that failure or delay is caused by events outside of our reasonable control.

Last updated: 31/03/2022
Version number: v2.2