MrRun Contact Us: Support, Help and Enquiry

Last updated: August 25, 2026

Need help with your account, a payment or a bonus query? This page covers every way to reach the MrRun support team, what information to have ready and what to expect once your request is submitted. Whether you have a technical issue, a verification question or a general enquiry, the right contact route is listed below.

MrRun is operated by White Hat Gaming Limited (company registration number C73232) under a remote casino and betting operating licence (licence number 052894-R-329546-008) issued by the Gambling Commission of Great Britain. All support and communication operates under those regulatory obligations.

How to Reach MrRun Support

MrRun offers several contact routes depending on how quickly you need a response. Each channel has a defined purpose, and choosing the right one will speed up resolution. The team handles account, payment, promotion, verification and technical issues through the options below.

Live Chat

Live chat is available directly through your signed-in account when it is displayed in the interface. It is the fastest route for immediate queries, including account access, balance questions and time-sensitive requests. Response through live chat is typically within a few minutes once a session is active.

Email Support

Email is the main formal contact channel and handles verification, payment follow-up, complaint submission and issues that need written documentation. Email support is suited for queries that do not require an instant answer but do require a clear record of communication. Typical response times are covered in the response time section below.

Contact Details

Use only official MrRun communication channels to submit your query or report an issue. The table below lists the contact details structured by purpose. Do not share login credentials or passwords through any channel.

All contact details listed are those associated with the MrRun platform operated by White Hat Gaming Limited. There is no published phone number for MrRun player support in the current UK-facing setup.

Business and Partnership Enquiries

Business, editorial and partnership requests are not handled through the standard player support queue. These should be directed to White Hat Gaming Limited through formal business correspondence. Response coordination for commercial matters follows a separate internal process and is not subject to the standard player support response windows.

Affiliate and Promotional Coordination

Affiliate enquiries and marketing coordination fall under MrRocketAffiliates Casino, which operates the affiliate programme associated with MrRun. Those requests should be directed to the affiliate programme rather than the player support team.

Response Times

Response speed varies by channel and the nature of the request. Setting realistic expectations helps avoid repeated messages that can slow the queue. The figures below reflect typical handling times and are not guaranteed service-level commitments.

Live Chat Response Window

When live chat is displayed on your account, initial connection normally takes a few minutes. Complex queries that need internal review may be escalated and followed up by email even if the conversation starts through chat. Live chat is best for immediate account or access issues.

Email Response Window

Email replies typically arrive within 24 to 48 hours of the initial message. Queries involving identity verification, payment ownership, source-of-funds review or formal complaints may take longer depending on the volume of documentation required. Sending all relevant information in the first message reduces back-and-forth and speeds up resolution.

Delays and Priority Handling

Payment disputes, KYC verification reviews and formal complaints involve structured internal processes and can extend beyond the standard 24 to 48 hour window. Regulatory and AML checks, large withdrawal reviews and identity escalations are handled in order of receipt and must meet compliance requirements before a response is issued.

What Support Can Help With

MrRun support covers a wide range of account, payment, technical and promotion topics. Knowing which category your issue falls into helps the team resolve it faster. The sections below outline the main areas handled through each contact channel.

Account and Verification Issues

Support handles account access, login difficulties, KYC document submission, identity and address verification, profile updates and one-account policy queries. The first withdrawal requires completed identity and address verification, so this is one of the more common support categories. Documents accepted include a UK passport, photocard driving licence or eligible national ID for identity, and a utility bill or bank statement dated within the last three months for address.

Payment and Withdrawal Queries

Payment support covers deposit failures, withdrawal status, payout delays, payment method changes and the £20 minimum and £5,000 weekly withdrawal cap. Withdrawal processing normally takes 24 to 48 hours for internal review, with e-wallets settling in 12 to 24 hours, cards in 2 to 3 business days and bank transfers in 7 to 10 business days after approval. KYC and payment-ownership checks can pause a payout until verification is complete.

Bonus and Promotion Enquiries

Bonus queries relate to welcome offers, daily reload promotions, spin credits and Loyalty Club point redemptions. Support can clarify wagering conditions, opt-in requirements and promotion expiry. The casino welcome offer carries 10x wagering on the bonus balance, and Loyalty Club conversions carry 40x wagering on redeemed cash, so these terms come up frequently in enquiries.

Technical Problems

Technical support covers game loading errors, mobile access issues, cashier display problems and app or browser compatibility. Android users can run MrRun through Chrome with full casino and sportsbook access, while iOS users can do the same through Safari. If a game crashes mid-session or a bet is not recorded correctly, contacting support with a screenshot and the time of the issue speeds up investigation.

Responsible Gambling Support

Account controls for deposit limits, session limits, reality checks, time-outs and self-exclusion are managed through the responsible gambling tools in the account. If you need immediate self-exclusion or account closure, contact support directly and the team will action it without delay.

What to Prepare Before Contacting Support

Having the right information ready before you send a message or start a chat significantly reduces resolution time. The support team will often need specific details to locate your account and investigate the issue.

The list below covers what is typically needed:

• 🎯 Your registered email address and full name as listed on the account
• 🪙 Transaction ID or deposit or withdrawal reference number for payment queries
• 📱 Screenshot of any error message, failed transaction or game issue
• 🔑 The date and time the issue occurred
• 🎲 Bonus name or promotion reference if the query relates to an offer
• 🧠 A clear description of the issue, including steps that led to it
• 🧩 KYC document details if your query relates to identity or address verification

Do not include your password or full card number in any message. The support team does not need and should not receive login credentials through any channel.

Security Notice

MrRun will never contact you unsolicited to request your password, full payment card number or authentication codes. Phishing messages that impersonate casino brands are a known risk, and it is important to verify that any communication you receive is from an official MrRun address before responding.

Official Channels Only

Only use the contact methods listed on this page or in your signed-in account. Unofficial third-party contact details found on external forums or social media are not guaranteed to be accurate or affiliated with MrRun.

Protecting Your Account

If you receive a suspicious message claiming to be from MrRun and asking for login or payment details, do not respond and report it through the official support email. Use two-factor authentication where available and keep your registered email address secure. VPN or proxy use can trigger account security checks, so avoid running location-masking tools during active sessions.

Additional Help Resources

Not every query needs to go through the support queue. Several self-service options are available that can resolve common issues without waiting for a reply.

Help Centre

The MrRun Help Centre contains structured guidance on account setup, payment methods, KYC requirements, bonus terms and responsible gambling tools. It is available without logging in and covers the most frequently raised topics. Checking the Help Centre before submitting an email query can save significant time.

Frequently Asked Questions

Common questions about minimum deposits (£10 on standard routes), minimum withdrawals (£20), withdrawal timescales, bonus wagering and Loyalty Club mechanics are typically covered within the FAQ section. These answers reflect the current UK-facing terms and are updated when product or promotion changes occur.

Responsible Gambling Tools

If your enquiry relates to setting deposit limits, activating a time-out (available from 24 hours up to 6 weeks) or requesting self-exclusion, these tools are accessible directly through the account without needing to contact the support team. Support can assist with account closure if the in-account controls are not sufficient for your situation.

Complaints and Escalation

If a query remains unresolved after initial contact, MrRun operates a formal internal complaints process. Submitting a clear written complaint by email with your account details, the issue summary and any supporting evidence is the correct first step.

Internal Complaint Route

Unresolved account or transaction disputes follow the internal complaint route before any alternative dispute resolution route becomes available. The complaint must be submitted in writing, and a formal response will be issued within the regulated timeframe. Keep copies of all communication sent and received during this process.

ADR Escalation

If the internal process does not produce a satisfactory outcome, eligible disputes can be escalated to an approved alternative dispute resolution service. This route is governed by the Gambling Commission licence conditions. The complaint handler details are available in the MrRun terms and conditions and through the Help Centre. The Gambling Commission itself can also be contacted for regulatory concerns at any stage.

Get in Touch

The support team is accessible through live chat when displayed on your account, and through email for all formal, payment-related and verification queries. Use the Help Centre for quick self-service answers, and the responsible gambling tools for immediate account controls. If you have a formal dispute, begin with the written complaint route before considering external escalation.