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Mr Green Casino - Account verification and $3,300 withdrawal delayed

UNRESOLVED
Complaint Info
Disputed casino Mr Green Casino
Reason Delayed payment
Amount $ 3300
MichaelAsh Canada
Posted on September 30, 2019

Hello,

On September 18, 2019 I deposited twice. That same day, I won a total of $3300 and requested a withdrawal. The following day, my account is blocked and I get an email saying they want me to verify my account my account. Of course I will send whatever documents needed. Over the course of September 19-20 I had email exchanges with multiple customer support workers regarding my identity verification. Within 11 emails exchanged over the two day period, I had sent HD quality photos of my drivers license, proof of address, and bank statements. I even sent in a photo of me holding my I.D. next to my face as requested.

Since the last email they sent me on September 20th, I have had ZERO reply or update from them regarding my situation. I have sent follow up emails inquiring about the matter but yet again, no reply.

Please help me get in-touch with whomever at Mr. Green Casino so we can resolve this issue.

My Ticket # 1220044
I had last spoken with Emilia.

Thank you.

Posted on September 30, 2019

Dear Michael,

Thank you for reaching out to us.

I am sorry to hear of the delay when it comes to having your account verified and receiving your funds. I understand this is an inconvenience and that you would like an update as soon as possible.

Thank you for providing me with the ticket number. I will now reply to you via your ticket number and provide you with an update on your case.

Please accept our sincere apologies and I will be in touch with you shortly.

Kind Regards,

The Mr Green Team

MichaelAsh Canada
Posted on September 30, 2019

Thank for the quick reply and email!

I am now awaiting for the verification team to respond to me. Will keep updated. They said it could take up to 3 days.

Thank you.

Posted on October 1, 2019

Hello Michael and thanks for your reply.

I am happy to see your case is on the way to being resolved! We will always be in touch via email once this process is completed so I kindly ask that you just keep an eye on your emails for now.

If you need anything at all our Customer Support team are available 24/7 through live chat, email and telephone and we are always more than happy to assist!

Thank you for your cooperation throughout!

All the best.

The Mr Green Team

MichaelAsh Canada
Posted on October 2, 2019

Hello again,

Still awaiting an update via email.

It was said the process would take up to 3 days, so I am hoping it is within that timeline.

Will be expecting an email on the matter soon.

MichaelAsh Canada
Posted on October 2, 2019

I just finished speaking with a Live Support worker at Mr. Green Casino (Daniel) and he brought to my attention that you needed me to resend one more piece of identification (Bank Statement Without certain areas blacked out). I have sent that email, containing the document to Francesca.

I hope this final document is the last piece needed to workout this matter.

Posted on October 3, 2019

Hello Michael and thank you for reaching out.

I am going to be personally dealing with your case so I will check your ticket right away and email you through that platform with more information.

Thank you very much for your cooperation and patience throughout and I will be in touch with you today regarding this.

Kind Regards,

The Mr Green Team

MichaelAsh Canada
Posted on October 3, 2019

I have read your email that you had previously sent to me and I have replied.

I am disappointed in the message I had received and I hope you are able to rectify the situation. Only "Refunding" me of my ONE initial deposit is ridiculous! Where is the remaining $2300 that was on my account that I am trying to withdraw? ($3300 was the amount I tried to withdraw initially before this whole ordeal began).

Again, I hope this situation is made correct.

Posted on October 3, 2019

Hello Michael and thank you again for getting back to me.

I am sorry to see of your disappointment. I am now going to email you personally with some more information which should hopefully explain things a bit better for you.

Many thanks

The Mr Green Team

MichaelAsh Canada
Posted on October 3, 2019

WOW.

This was the email sent to me from the Mr. Green Casino support.

Please kindly note that the account has been closed permanently and the recent wagers voided, as well as the recent deposit returned. This is due to the below Terms and Conditions being breached:

11. TERMINATION, BLOCKING AND CLOSING OF PLAYER ACCOUNTS

11.1 We may restrict your access to Mr Green, suspend or terminate your account, withdraw your offers for bets, void any bets outstanding to your account, cancel any unmatched bets or cancel and void any outstanding or matched bets in our absolute discretion if:

11.1.1 We have reason to believe you have engaged in a Prohibited Act;

11.1.8 we suspect that you have (or may have) otherwise materially breached these terms and conditions

I am going to try and appeal this since I had done NOTHING wrong!

How would I even materially breach the TOS in a Prohibited Act??

This is complete BS.

Posted on October 3, 2019

Hello Michael,

I am sorry for the frustration this is causing. I will follow this up via email to you to explain this in more detail for you.

I will be in touch with you shortly Michael.

Many thanks.

The Mr Green Team

MichaelAsh Canada
Posted on October 3, 2019

I look forward to reading this explanation.

MichaelAsh Canada
Posted on October 4, 2019

UPDATE:

This is the email I received after asking what Prohibited Act I actually breached and asked for more of a explanation.

“I hope this email finds you well and thank you again for your patience.

After reviewing this further with the relevant departments I can confirm that unfortunately your account did not pass the security checks and so will remain closed.

I'm sorry for any inconvenience caused.”

So now I haven’t passed security checks? I had all documents verified by them and gave them multiple photos as per request.

So which is it? Breathing prohibited Act or security checks?

Not clear communication and seems like they are grasping at straws because I did nothing wrong.

Hope to hear from you soon via my email.

Posted on October 4, 2019

Hi Michael,

Thank you for reaching out.

We have reached out to you via email.

Many thanks

The Mr Green Team

MichaelAsh Canada
Posted on October 4, 2019

Update:

Now they have changed their story and instead of breaching a prohibited act I have failed failed verification.

This is the email,

"I have been provided with some more information and I can confirm that you unfortunately did not pass verification.

Please kindly refer to the below Terms and Conditions:

4. VERIFICATION CHECKS
4.2 We reserve the right, acting reasonably, to suspend or terminate your Player Account where we are unable to complete these Checks to our satisfaction."

EVEN THOUGH, I have complied with every request they have had and sent in every document. Not once did they mention they were displeased about the documents. Other than 2 circumstances. One was the quality of the photo (I resent the photo in HD quality) and the second document I was told to resend was my bank statement (Which I did). All my documents are up to date and are in check.

This seems like the casino grasping at more straws.

Please provide more proof or explanation on the matter. Because I was told by Live Support that my account was fully verified and that I do not have to send in anymore documents after my account was unblocked.

Expecting to hear from you soon.

AskGamblers
Posted on October 7, 2019

Dear Mr Green Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

Posted on October 7, 2019

Hello

I am checking this with the relevant department and will get back to you tomorrow morning.

Many thanks

Kind Regards,

The Mr Green Team

MichaelAsh Canada
Posted on October 8, 2019

Looking forward to have this matter resolved.

Posted on October 8, 2019

Good afternoon,

Please kindly note that we are more than happy to provide this information directly to you Michael. If you can kindly contact us directly and address your email to the Complaints Team, my team will pick this up and answer any queries you have and provide the necessary information to you.

Many thanks and kind regards,

The Mr Green Team

MichaelAsh Canada
Posted on October 8, 2019

Hello,

I appreciate you wanting to open up and be transparent now, but I would also appreciate you sending the information asked to ASKGAMBLERS as well.

You already have my email, so please send the information to that email and we will go from there.

Posted on October 8, 2019

Good afternoon Michael,

Due to GDPR regulations we are unable to provide this information directly to AskGamblers, however we are able to provide this to you if you email and request this.

We cannot however send this publicly over this platform. We would kindly ask that you email us with any information you require and we can then further help you with your request.

Many thanks for your understanding and cooperation.

The Mr Green Team.

MichaelAsh Canada
Posted on October 8, 2019

Alright, I will email you. Is custom­ers­erv­ice­-ca­nad­[email protected]­rgr­een.com the correct email to reach you at?
I look forward to your prompt reply.

Posted on October 8, 2019

Hi Michael,

It will be custom­ers­erv­ice­@mr­gre­en.com and please write FAO "Complaints Team".

Many thanks.

The Mr Green Team

MichaelAsh Canada
Posted on October 8, 2019

I have sent the email with the requested information.
Expect to hear from you shortly.

Posted on October 8, 2019

Many thanks Michael!

We will be in touch with you as quick as possible.

Kind Regards,

The Mr Green Team

MichaelAsh Canada
Posted on October 8, 2019

UPDATE to AskGamblers and anyone following this complaint.

I am now in talks via email with one of Mr Green Casinos employees "responsible for launching a full investigation on behalf of our players in hope to provide a solution to your pending complaint", their words in the email.

MichaelAsh Canada
Posted on October 9, 2019

SO, these are the emails I received after Mr Green Casino said they would, "Please kindly note that we are more than happy to provide this information directly to you Michael." and "Due to GDPR regulations we are unable to provide this information directly to AskGamblers, however we are able to provide this to you if you email and request this."

This was the first email I received from Mr. Green after they told me to contact them.

"Dear Michael‍,

I hope my email finds you well and you are having a pleasant day so far.

My name is Katie‍, I would like to start by thanking you for your patience whilst awaiting my response. I am sorry to see you would like to raise a complaint due to your experience here with Mr Green‍.

I am the person responsible for launching a full investigation on behalf of our players in hope to provide a solution to your pending complaint as soon as possible. Part of my duties are to liaise we certain departments here within Mr Green‍ to reach a decision on your case to provide you.

I would like to assure you that I will try my utmost in helping you further and I will keep you informed with any information regarding your case via email. I may need to email yourself if I would require any further information to provide on your case. We have a time window of 8 weeks to provide a solution but please rest assured I will investigate your complaint as soon as possible. All complaints are handled in a clear, fair, open, transparent, timely way. Rest assured our team will update you every step of the way.

If you have any further concerns, please email me right back as I am more than happy to help you further. I am normally available Monday- Friday office hours."


I then email them saying to give me actual evidence on what I am being accused of doing and to notify AskGamblers that they had not given me any of the information they said they would on this thread.


They then email me saying this.......

"Dear Michael,

Many thanks for your patience while I looked into your complaint.

Firstly, I would like to apologise you have had the need to complain. From your recent contact I can see you are unhappy with the verification process and the confiscation of your winnings.

I have spoken to the relevant departments and I am afraid I cannot give you any further details than those which have already been explained. We have confiscated your winnings and closed the account for business reasons and failed verification, we cannot disclose any further details than this. We are within our rights from a licencing obligation and our terms and conditions in which you agreed to upon registration.

We will also not disclose any details on AskGamblers as you request, due to GDPR regulations we are obligated to abide by, as well as for your personal safety.

I understand this is not the answer you are hoping for and I am truly sorry I can advise you differently. However, this decision stands."


NOW, the 8 week investigation is done, they have given me ZERO proof, AND now it is a business decision. They use the GDRP regulations to not give me nor AskGamblers ANY proof.

First, they said they terminated my account because I breached A Prohibited Act.
Second, they said they terminated my account because of Verification Issues (Which is BS).
NOW, they said they terminated my account because of business reasons and verification.

They are being VERY shady and I need help from you, AskGamblers to assist in sorting this out. They have given me zero information or proof on what I did wrong and it is not right.

Posted on October 11, 2019

Dear Michael,

Thank you for reaching out and apologies for the delay.

I am very sorry for the frustration and inconvenience this has caused you. We have not meant in anyway to make things confusing so I am sorry that this has come across this way.

I am aware that my colleague has been emailing you regarding your complaint. Unfortunately from what we have already shared and explained to you via email, there is no other new information we can provide on your case. We have explained why your account has been closed and I am sorry that you are unsatisfied with the outcome, Michael.

Kind Regards,

The Mr Green Team

AskGamblers
Posted on October 11, 2019

Unfortunately, due to private policy of Mr Green Casino, they cannot provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend the player to forward their issue directly in front of the relevant regulatory body. AskGamblers Complaints Team will comply with the regulator's decision and update the status of the complaint if necessary upon receiving an official update from player and/or the casino operator for such a decision.

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