Mr Green Casino - Withdrawal not received after more than 10 days

RESOLVED
Dionne Knight Canada
posted on June 22, 2016.

Today is June 22. My account number at Mr. Green is 109047112. I did 2 withdrawals after playing for a few weeks.
First one was on June 10 Transaction # 16920667 for $700 and the the 2nd one was on June 11th for $300 transaction # 16948761. Total of $1000 and I have not received the funds yet. I keep getting the run around and excuses. I was first told they were both approved and I would see the funds in 1-3 days. A week later no funds and now they say they have to investigate and could take 24-48 hours and it's been more than that now and I'm just getting the same answers all the time and they tell me that I can continue playing and enjoying their games. Why would I still play if I'm not going to get paid. I see the commercials for this casino on our Canadian channels and thought it would be a safe and reputable one to play. I might have been wrong. I don't know what the hold up is and they are not telling me.

posted on June 23, 2016.

Good Afternoon, fb_10157005950000394

It was my pleasure speaking with you on the telephone earlier.
I am happy we managed to fix and identify the issue for you. Again, please accept my sincere apologies regarding the delay of your withdrawal with Mr.Green. I have sent the email you have requested, in the meantime I hope you have a great day ahead and as advised on the telephone, if you need any further help please of course contact myself as I am more than happy to help you.

Leah.

Dionne Knight Canada
posted on June 24, 2016.

They couldn't deposit to the method I used for playing so funds were returned to mr green and I had to do another deposit method over the phone directly to my bank account. I am still waiting for this deposit though. They say it takes a few days so hoping by tomorrow that it shows.

Dionne Knight Canada
posted on June 25, 2016.

I still don't have my funds. It's now been 2 weeks. I thought this was resolved and it's not yet.

posted on June 27, 2016.

Good Morning, fb_10157005950000394

I hope you had a great weekend!

I have just spoken with our payments team regarding your pending withdrawal and I can confirm the withdrawal was sent to your payment provider whilst we were on the telephone Thursday 23rd June. As advised on our telephone call, it can take 1-3 banking days for your bank to show the funds in your account. The funds were sent Thursday, so taking the weekend days into account you should be seeing your funds today or latest tomorrow. If for any reason you do not see your winnings please kindly email [email protected] and head your email to myself, so you can put my name which is Leah in the subject line. I will then be forwarded your email and I can assure you I will do my utmost to track your winnings if you are still not seeing them in your bank account. Please, in the meantime if you need any further help contact me straight back via email, I am more than happy to help you further.

I hope you have a great day ahead!

Dionne Knight Canada
posted on June 28, 2016.

It is now Tuesday June 28th and I still don't have my deposit. I am emailing now again as requested. This is taking way too long.

posted on June 28, 2016.

Thank you for your reply.

I am very sorry to hear you still have not received your winnings. Can I kindly ask you to email myself in the office at [email protected] , I will then directly speak with our payments team and resolve this for you of course. Please send your email from your registered email address for security purposes, I will then also be able to locate your players account here.

Thank you.

Dionne Knight Canada
posted on June 28, 2016.

I emailed at 6:00 am to the attention of Leah. I also sent another email at 10:00 am attaching a copy of my void cheque to check the banking info. It's June 28th today, Tuesday and still waiting since June 11th for my $1000.

Dionne Knight Canada
posted on July 1, 2016.

I finally received the funds today. Had the wrong bank account last week and then we tried another withdrawal making sure I entered the right bank account numbers and it took a few days after that but I finally got it now. This can be closed now. Thank you to Leah for helping out and this site.

posted on July 1, 2016.

Good Morning, fb_101­570­059­500­00394.

I am so happy to hear you received your funds from us. I would like to thank you for your kind comments and it was a pleasure being able to help you receive your winnings, I really hope you enjoy your winnings. If you would like any further help from myself, please of course contact me in the office I am more than happy to help you.

I hope you have a great day ahead.

Leah

AskGamblers
posted on July 1, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this case as resolved and it is now being officially closed.

Thank you all for your cooperation.