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Only people who are 18 or older and have verified accounts can get in. When you sign up, you need to show proof of age and identity.
You need to give correct personal information. Any differences could delay withdrawals or lead to account suspension. To get important updates about changes to your service, make sure to keep your contact information up to date.
Mr. Play has tools to limit deposits, session time, and temporary self-exclusion. Use these tools to set healthy limits and stop yourself from spending too much. Minimum deposits are usually €10. It usually takes 1 to 3 business days to process a withdrawal after confirming your identity. Depending on the payment service, there may be fees. Always check the limits on your bank account.
All promotional credits come with wagering requirements, expiration dates, maximum win limits, and activities that are eligible for bonuses. Before you sign up for the bonus, make sure you read the description carefully to avoid any confusion.
If you don't agree, you must first contact customer support. According to licensing authority rules, you can ask for independent mediators if you need to.
The Malta Gaming Authority gives Mr. Play licenses, which makes sure that the company follows EU law and protects players.
All messages are encrypted with SSL. We store and process personal data according to GDPR rules. We only share it with third parties who are needed for legal, payment, or technical reasons.
To find the information you need, go to the home page and scroll down to the footer. There, you'll see a direct link to "User Agreement" or "Rules," as well as links to the Privacy Policy and Responsible Gaming resources. To get to the links at the bottom of the page on a mobile device, tap the menu icon. When you click, you should see a document with clearly labelled sections. These could be things like whether or not you can open an account, the details of bonuses, how to deposit and withdraw money, how to settle disputes, and country restrictions. The table of contents, which is usually at the top, is a quick way to get to the part of the book you want to read. To make sure the rules are up to date, look at the date stamps or version numbers at the top. These show when the rules were last changed. Links in the document can take you to separate pages that explain bonus mechanics, anti-money laundering measures, bet contributions, or loyalty programs. If the language seems hard to understand or sounds like it comes from a lawyer, use your browser's search (Ctrl+F or Command+F) to find words like "verification," "minimum deposit," or "self-exclusion." You might be able to download PDFs that give you a copy for your records. If you need more information, you can reach customer service through live chat or email. Agents often explain things more clearly or point to the right sections for certain situations about managing accounts, promotions, or payout limits.
Check the specific rollover multiple for each reward before you can use promotional credits or free spins. For example, a match incentive usually requires users to bet 35 times the bonus before they can get any money from it. If you put in £20 and get an extra £20, you will need to bet £700 (£20 x 35) on qualifying picks before you can ask for your winnings from the promotional credit. Different activities add to turnover requirements in different amounts. Slots usually count 100% towards wagering, but games like blackjack, baccarat, or roulette might only count 5% to 10%. Check the specific breakdown in the promotional rules section to make sure that your preferred activities are eligible. Each limited-time bonus has a time limit. After activation, the standard validity period is between seven and thirty days. After that, any amount that hasn't been rewarded, along with any profits that are connected to it, may be lost. To keep the promotional value, make sure to meet the turnover conditions within the time frame given. Not every type of bet is eligible for rollover progression. If you place bets with little risk, like "hedging" or betting the same amount on all outcomes, you might lose the promotional credit and any winnings that come with it. Check the "Wagering Contribution Table" and "Irregular Playing Patterns" sections of the official rules for any restrictions that may apply. Most of the time, payout requests that involve active promotional funds or profits are blocked until the rollover requirements are met. After you meet the requirements, send in your request to withdraw. In some cases, operators need to check an account before they can release any money to make sure they are following anti-money laundering rules. It is best to manage your funds responsibly because going over the maximum stake size while using promotional funds (for example, £4 per round or 15% of the bonus) can result in the loss of the bonus and any money you make from it. Check the table that shows the "Maximum Bet" limits for each incentive to get the best experience.
It is necessary to identify the user before any money can be deposited or taken out. Verification is in line with legal requirements to stop people from getting in without permission, laundering money, and registering underage. People have 30 days from the time they first register to finish all of the verification steps.
Usually, compliance officers look over the materials that have been sent in within 48 business hours. If any data is missing or hard to read, you will get a message in your profile inbox with clear instructions on how to send it again.
If you deposit or withdraw more than certain amounts set by regulatory requirements, you may have to go through more verification. Video calls or notarised documents could be part of enhanced due diligence. To keep using all the features, you need to work together. If you don't finish verification within the time limit, your account may be suspended or you may lose any available balances, as required by licensing rules.
Mr. Play lets you choose from a number of ways to pay, such as Visa, Mastercard, Skrill, Neteller, Paysafecard, and bank transfers. These options work for both deposits and withdrawals, but not all of them work for both. For example, you can deposit money with Paysafecard, but you can't withdraw money with it, so you'll need to choose a different way to get your money. The minimum deposit for all supported methods is €10, but the maximum deposit varies by provider. Visa and Mastercard let you make one deposit of up to €5,000. Most e-wallets, like Skrill and Neteller, let you make payments of up to €7,000. Withdrawals are generally processed within three business days for cards and bank transfers, and within 24 hours for e-wallets, assuming all identity checks have cleared. However, first withdrawals often require additional verification, potentially extending timeframes. Certain countries may face restrictions on specific transaction types. For example, Mastercard withdrawals may be unavailable in some jurisdictions–customers in these regions must opt for an alternative payment route. Deposits must come from accounts that the registered customer owns. Third-party transactions are not allowed at all, and if they happen, the account will be suspended and the transaction will be reversed. We don't support transactions with cryptocurrencies. You won't be able to use digital asset exchanges or other middlemen. Users should keep an eye on any fees their banks or e-wallet providers charge. Mr. Play does not charge for deposits, but some payment channels may charge a 2.5% handling fee for withdrawals. Always make sure that the payment method you choose works for both deposits and withdrawals, and that you have enough money in your chosen account or wallet before you confirm a transaction. This will help you avoid service interruptions.
All users have the right to have their disagreements handled in a clear and fair way while they are using the platform. Here is a structured way to handle disagreements and get help.
For any issues regarding transactions, promotions, or account access, contact the support team via official communication channels (live chat or registered email). Write your message with a full description, relevant screenshots, and transaction numbers.
When a complaint is received, it is given a unique reference number and recorded. You will get a response within 24 hours. Keep the reference for all related letters and emails.
Support specialists review the facts, collect system logs, analyze communications, and, if needed, ask for additional documents. Depending on how complicated the issue is, investigations usually take between one and five business days.
You will get a written notice of the outcome, which will include specific findings and any steps that need to be taken to fix the problem. Changes to funds or features will be made within 24 hours of being told about them.
If you don't like the decision, ask to speak to a higher-level support operator. If a case isn't resolved, it may be sent to the ADR (Alternative Dispute Resolution) organisation that is part of the platform's licensing framework.
If you live in a regulated area, your account dashboard will show you how to get in touch with licensed independent mediation services. Submit all communications from earlier steps when contacting a third party. The support desk operates 7 days a week, ensuring accessible and prompt communication both for clarifications about account usage and ongoing complaint cases. Always use your registered user information for authentication. Data shared during dispute processes remains confidential, in compliance with GDPR and applicable privacy policies.
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