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Mr Green Casino - Deliberately Delaying Payment

RESOLVED
Complaint Info
Disputed casino Mr Green Casino
Reason Verification issues
Amount £ 40
ImYourShadow United Kingdom Message
Posted on April 20, 2018

It is unfortunate that I have to come here to seek to have this issue resolved, but it just goes to show how bad of a casino Mr Green is.

I have now been waiting 8 days for a very small withdrawal to be processed and the casino are deliberatley making excuses, asking for documents and being non responsive to Emails.

It started with me requesting a withdrawal on the 12th April and taking a week long break. I was informed by Email that my withdrawal had been approved and processed.

So after my money had not been received to Skrill I asked again about it and was informed:

"Sorry; there seems to have been a 'miscimmunication error by a newer member of the team' and you must make this withdrawal to your Bank".

He then stated he would initiate this withdrawal for me since I was on a break and only requested that I send in a Bank Statement for him to proceeed (Despite me being a fully verified member already and all my information already held by MrGreen).

I was told either a Bank Statement in pdf format (Downloaded from my online banking page), or a Statement from the post; or alternatively I could take a Screenshot of my online Banking page showing my Name & Bank logo.

So I opted to go for the online screenshots, since I did not want all my transactions seen and inspected by MrGreen (My personal information).

I was infomred that it was no good since my name wasn't visible. I mean my name was right their in front of their faces, so there is a lie and a pretty obvious and blatant red flag that tells you that all they are intent on doing at this point is delaying my payment until my break is over and they hope I lose my small £40 withdrawal. Really desperate from MrGreen. So now they must receive my Bank Statement in pdf or by the post to proceed.

So I sent this to them and Rebecca responded saying "Thank you so much for sending that to us. You were welcome to cover up the personal account information, and only show the required information we need to see." This Email was on the 15th of April where she acknowledge that I sent the Bank Statement in pdf and that she had received it.

The following day however I get sent this Email:

Thank you for supplying us with the received documentation. Your account validation is almost complete.

We simply require additional documentation or, one or all of the supplied documents are invalid.

Please see what is required below:


Bank Statement:

Missing Bank Statement. Please provide a copy of your bank statement as per our initial request for account verification."

I received this Email from both Frank and Rebecca. Now that should tell you all you need to know about this Casino and their intentions; and also their complete and utter disregard for their customers.

So I entertained Mr Green and sent the Bank Statement they requested again to both Frank & Rebeccase; meaning I have now sent i to them 3 times; and currently I have bee waiting for an Email response for 3 days.

So there you have it.

Delaying payment deliberatly
Beind deliberately non responsive

Unfortunately I will be closing the account once this resolved; I hope others would do the same.

No player should have to put up with this type of rougish behaviour.

Posted on April 20, 2018

Dear IMYOURSHADOW.

I kindly ask you to contact us through our support department as I advised in the review you also have posted.

I'm looking forward to resolve this case with you.

ImYourShadow United Kingdom Message
Posted on April 20, 2018

I have done so several times.

Chat are friendly but all they can ever do is give their apologies and tell me they will escalate the matter and that it is of high importance.

Email support have been unresponsive.

In the review post I made you wrote:

"the verification process can be a bit tedious when one is waiting for their winnings"

I have had withdrawals from MrGreen a few times; and I was already a fully verified player.

My break expired last night and my money was sitting in my account for me to play. I didn't touch it like MrGreens intention was for me to do.

Instead I withdrew it to my bank and self excluded for 6 months. So let's just wait to see.

I received an Email saying "Your withdrawal is on it's way!".

So as I understand it, MrGreen told me they would process my withdrawal for me as I was on a 7 day break, however the whole time they were just taking the piss and being unresponsive when I met all the conditions they asked of me. I feel it was already decided to leave the money sitting there until my break .

Like I said, not befitting of a reputbable casino.

ImYourShadow United Kingdom
Posted on April 20, 2018

Break expired*

Posted on April 20, 2018

Dear IMYOURSHADOW.

I have yet not been able to find an email to us containing 'AskGamblers' in the titel.

I asked you to send this through in order for me to pick up your case and inform you accordingly. This is also as I have no further information about you or your player account as this is a public forum, and cannot look into this based on the information I have now.

In any case I understand it that your withdrawal has been approved now as you mentioned, and I hope that it will arrive shortly.

Let me know if there is anything further we can do for you.

ImYourShadow United Kingdom
Posted on April 20, 2018

Hi,

Sorry I was in the middle of a poker tournament.

I have sent the email to you now.

Thanks.

Posted on April 20, 2018

Dear IMYOURSHADOW.

Thank you for the email you sent us.

I can now confirm that I've responded to this and included all the information you should need.

Let us know if there would be anything further you need, and I hope that you had a good run in the poker tournament!

ImYourShadow United Kingdom
Posted on April 20, 2018

Yes I finished 4th from 110 people; so it could have been worse :)

I can confirm I have received your Email and accept eveything you have written; Like I said it's just a shame it got to this stage to begin with.

I also would like to confirm that I am just waiting for my withdrawal to reach my Bank now, so as far as I am concerned the case can be closed as resolved.

Thanks for your time Dennis :)

Posted on April 20, 2018

Dear IMYOURSHADOW.

I completely agree with you that this could and should have been avoided, but I am happy to hear that your winnings are now shortly with you!

Have a fantastic weekend.

AskGamblers
Posted on April 20, 2018

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

Thank you all for your cooperation.

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