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They have accepted my complaint and refunded all deposits in full. They were very good about it and apologised for their shortcomings. Can’t thank you enough for your help; quoted the above regs to them in my email and I’m certain it assisted! I do really Appreciate. best of luck to you at the tables

Thank you mate, that’s very helpful. Yes I meant Uk gambling commission. . I will screen shot all evidence and correspond directly with the casino first. If they refuse, then I will try AG complaints to step in.

Hi All, Just after some advice please. I previously SE from a casino site and today, tried to log back in after aome time away. I was told that my SE had ended and I was free to re-open my account again so I did. I thought they would make me wait 24hrs to cool Down, but they didn’t , I had access straight away. I then proceeded to lose £600 and closed the account again before I done anymore damage The casino is regulated by GBGC. I understand that all casinos should make I wait 24hrs. Do I have any hope of getting my money back ?

money received

They have sent me an email saying that my withdrawal has now been approved and should be in my account in 3 days. They also apologised for the delay and said that it took so long as they were checking my gameplay and were pleased to report that all seemed fine! thanks for your help with this guys. The Casino was PlayCosmo.com / part of the cashbet Aldernay group

no they dont

I sent them the docs last Thursday and not received a response. I have been able to further deposit funds since I have emailed twice and they havent responded either also, I never got an email from the SE er the phantom account I set up all really strange

I just don't want to run the risk of putting the casino name on here, them seeing this thread then looking into it and refusing to pay out. As soon as I get an answer, either way, I'll post. Some news in that they have sent me an email congratulating me on my win and asking for ID docs which I have sent. In addition, which I found pretty strange, they said due to the large win, i would need to sign and return their TC's, which I have done. They are the same terms as per website... I wait.. !

I will share the company, once they have either paid me the money ( i know, unlikely) or sent me an email saying they wont be paying me the money.They have nothing in their terms and conditions regarding this. Also, I did not receive an email when I self-excluded from the first site so i havent seen any further terms or condisions. In an effort to see what was in their terms ( ie email once you exclude) I have created a further phantom account ( on another sister site), immediately, I self-excluded and i still havent recieved any email. This was in the past few hours, so it may have to be manually picked up by someone. I know they have to return my deposit, thats pasrt of there regualtory obligations. Problem is that my deposit was £100 and my winnings total £5k. So you can see why im anxious.

Hello, I'm panicking a little and wanted some advice. A few months back, I SE from a casino site. Last night, I opened an account with a sister site ( honestly didn't realise until afterwards) and won, quite a bit actually.I used the same email, address, DOB, debit card etc. I didn't try to hide who I was. I was allowed to register, deposit and play. Are they going to try and withhold my winnings? I have read their terms and it mentions nothing of SE from one, SE from all. The company is regulated by the GBGambling corp. Are there any rules that if you self exclude from one site, you automatically SE from there other sites? If so, should a block not have been put on my account upon registration? Thanks for any help

I only play at UK regulated casinos and came across this one. I deposited £150 got up to about £400 off the casino and was happy enough. I then moved to 'live football betting'. The name kind of gives it away right, live betting. To cut a really long story short.... they do not update the LIVE football scores. I was getting odds of 3.87 for a team to win that were 3-1 up with 10 mins to go. Of course, I refreshed the page etc and the score was 3-1 and time was 81 mins. I put £100 on.. still 3-1 at 88 mins it showed on my live scores. Smugly, assuming that was easy I was waiting for the payment to hit my account. I kept refreshing etc nothing arrived.. I then checked my bets and it said LOSE. I was like, wtf, no way. I managed to find the game (Czech U21 LEAGUE) and the scores had been 3-3 since minute 76. Absolute joke. I obviously contacted them to relay my point and was advised 'its the customers fault to check the correct scores'. This cannot be right. They are offering a service, based on an event and show the scores of that event, how can it be down to be to check? I obviously have no screenshot of the scores being 3-1 on 88 mins as there was no need to take one. I asked them to close my account and return my money (£318 odd) so although I still walked away in profit, I would not recommend this casino to anyone.

so... just got this response frm Mr Green: Thank you for your patience, Ian. I hope my email finds you well and you had a great weekend! My name is Leah and I liaise with our game providers on behalf of our players here at Mr.Green. I can see you have been in recent contact with our customer support agents regarding your round played on the 04th August with Evolution Gaming. Your case was passed to myself this morning, Ian, to look into and investigate further as you have requested it be reviewed via management. Firstly, please accept my sincere apologies regarding the information provided from our agents that may not have been very clear, I will of course provide feedback and training. I can confirm a full investigation was sent over to our technical team from Evolution Gaming advising your initial bets. They have double checked the bets placed for you. They have confirmed that there was a connection disruption during the time you placed the bets due to players internet connection resulting in the bet requests reaching the server too late, when the betting time was already over, therefore all bets were rejected. Below please see a few details which the game provider has provided me: Roulette on 04-08-2016 at 05:50:32 UTC Game Result: 14 Red Bet Spot Bet Amount Net Wining per Bet 9 Red - 5.00 Street bet: 1, 2, and 3 - 5.00 Street bet: 4, 5, and 6 - 5.00 Street bet: 25, 26, and 27 - 5.00 Split bet: 0 and 2 - 5.00 13 Black - 15.00 14 Red - 15.00 - 525 15 Black - 30.00 16 Red - 15.00 17 Black - 35.00 19 Red - 30.00 20 Black - 20.00 21 Red - 10.00 22 Black - 5.00 24 Black - 5.00 25 Red - 5.00 26 Black - 5.00 27 Red - 5.00 31 Black - 5.00 32 Red - 10.00 33 Black - 5.00 34 Red - 15.00 1 Red - 5.00 2 Black - 5.00 Split bet: 13 and 14 - 5.00 - 85 Split bet: 16 and 17 - 5.00 Split bet: 17 and 18 - 5.00 Split bet: 19 and 20 - 5.00 4 Black - 5.00 6 Black - 5.00 Total Bets Amount 295.00 Potential Net Win 335.00 GBP (Potential win 610.00 GBP - Losing bets amount 275.00 GBP) I hope this information helps you. I have personally looked into your players account and I can see you are loyal player here with Mr.Green. As a gesture of good will on this one occasion I would like to credit you the potential net win which was 335.00GBP to your players account. I am more than happy to add this amount for you today with your consent. Please can you email me back, Ian, I will get these funds added to your account in real funds for you. I am in the office until 16:00 so feel free to contact me at any time. In the meantime I hope you have a great day ahead. I cant complain at that. Im glad that they realised that I wasn't trying to pull a fast one, the above actually happended.

Just received this reply from Mr Green: Thank you ever so much for bearing with us while we raised the inquiry with the gaming provider of the Roulette issue you unfortunately experienced. It is much appreciated. They have just informed us that they are looked into the matter and completed their investigation so hence this email as an update immediately. I can confirm that they located the round in question at precisely on 2016-08-04 at 05:50:32 UTC. According to their game logs, you attempted to take part in the mentioned round with a total stake of 55.00 GBP, however what has happened is that your bet never reached the game server due to connection difficulties that you experienced at the time.That is why you saw your balance intact as a result of the occurrence. Due to this issue we have refunded your account with the potential win of 35 GBP by our decision as the stake was returned to your account anyways. I do apologise for any inconvenience experience and for any undue delay you feel you have experienced during the investigation of this issue. If you wish to discuss this further please do not hesitate to contact us via email, live chat or by phone. Please have a pleasant day ahead. My reply here: Dear Liam, Thank you for investigating my complaint. I am pleased that you have accepted liability for the error. However, I totally dispute the amount in question. If you take all I have said on face value: I have not lied or mislead you in anyway, your investigation will confirm the same; If you take a look at my gameplay for that morning, and my previous gameplay with your site. Staking £35 is something I do not do, unless on an opening bet to test the table; 1) Why would I arrive at the table and my first initial stake be £75 2) The following spin I increased my stake to about £180 3) Why would I then decrease my stake to £35 ? Im sorry, the information that they have given you is totally incorrect. I told you exactly what happened. I don’t know where the company got this fictitious figure of £35 as its completely not true. Perhaps they meant I tried to stake £35 on number 14, that would make more sense. Can you please come back to me.

I've always praised Mr. Green. Their withdrawals are literally within 2 mins and it's in your PayPal account, Unbelievable. But, you know, this happened. And that's why I have asked them to fully investigate including with the software company as I am pretty sure it's their error, but the fact remains, Mr Green supplies these services to me, and my relationship is with them.

Yes I will do Coco. And thank you Leah, I sent the below to your customer services email this morning.