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Mr Green Casino - Delayed Withdrawal Due to Casino "backlog"

RESOLVED
Complaint Info
Disputed casino Mr Green Casino
Reason Delayed payment
Amount £ 801
Posted on July 11, 2017

I have asked for a withdrawal of £801 at 14:42 on 08/07/17. I was then asked for account verification a little under 23 hours later. I provided all documents instantly.

Since then I have been told that my withdrawal will be delayed to "over 72 hours" (yesterday) and "should hopefully be within a day or two" (today).

Mr Green's live chat agents have freely admitted that there is a backlog, but refused to provide me with any concrete details, timescales or numbers to call or email addresses I can contact.

I have asked for their complaints procedure to be told to email customer services and they will respond "at their earliest convenience". Again, I was denied any concrete maximum/minimum timescales.

The agent I spoke to today stated that they were under instructions not to disturb the payments team and point blank stated there was nothing they could do to even attempt to help me.

This is unacceptable. It is not my fault, or any customer's fault, that they are busy, and I should not be fighting for information.

I want my withdrawal processing today. Not in "a day or two" or any other such vague timescales.

Thanks.

Posted on July 11, 2017

Dear PurpleTurtle.

My name is Dennis and I'm one of the representatives here at AskGamblers.com for Mr Green.

First of all I would like to apologize for any inconvenience caused when you were looking for information, I can promise you that further steps to ensure a high level of knowledge with our support team is held.

Our time frames for withdrawals at the current time is as following:

If your withdrawal has been approved already you can expect your funds to be transferred within 5 banking days.

In case your withdrawal is still pending we kindly ask you just to double check if we have tried to reach you via email in regards to an account verification. If we have not emailed you yet please allow our payments team 48 hours to review the withdrawal.

In cases where further verification is required, this can sometimes prolong the process. If your issue is still not resolved please feel free to contact our support team, and you can of course ask for me directly if you'd like and I will make sure to have this solved for you today.

Best Regards, Dennis.

AskGamblers
Posted on July 15, 2017

Dear @purpleturle,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.

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