Complaint #111
Mr Green Casino
Constantly asks for new documents for verification
7 years ago
I have been trying to make the withdraw for almost three weeks, but they have been constantly requesting for documents.
It firstly started when I made the deposit on September 29, 2018. I made a huge win, so I was looking into withdrawing the win, but I firstly had to get my account verified which I totally understand.
In September 29th, I submitted my passport and two bank statements from two different banks, but they've requested for picture of me holding the passport which I've done.
In September 30th, Mr.Green got back to me asking for proof that my bank account that I used to make the first deposit is closed. At one point, I had three account from three different banks, so I closed the account with this one bank that I happened to use when making the first deposit at Mr.Green. I was able to get the document from the branch manager that the account is closed, but obviously, the bank would provide the proof of closure with the bank account number, not the card number.
In October 1st, Mr.Green got back to me again with the proof that the card number is linked to the account number stated in the proof of closure. I provided this document in October 4th.
In October 8th, I finally get an email from Mr.Green that my account has been verified and re-opened. I was happy and finally was able to make the withdraw, but I had to put the withdraw on hold as I was out of the country.
In October 15th, I finally came home and made the withdraw through an account that I've already submitted the bank statement for, but they asked me to submit the bank statement again for this account. I simply submitted the bank statement again which wasn't a problem.
Later, they emailed me back asking for the proof of my address which I've provided through three documents already. The bank account closure, and the two bank statements all have the matching address. I didn't want to argue, so I submitted another document which was my driver's license that have the address.
Finally, today, all the documents went through, but they are asking for another proof which is the deposit. Now they want the proof that I made the deposit for the transaction number on September 29th. I wasn't able to get the transaction number from online banking, so I provided transaction history paying to Mr. Green. They rejected this, because the transaction number isn't shown in the transaction history.
I wasn't sure how to provide the proof that I made the deposit that shows the transaction number. It's not even shown in the bank statement or no where. My choice was to submit further proof of making the deposit which was by providing the confirmation number given by Mr.Green when I made the deposit and the transaction history from my bank account that has the same confirmation number as what Mr. Green provided. This should definitely provide the proof that I made a deposit through my own bank account which is what they need to verify. I'm not sure why they are specifically requesting for proof of deposit that matches the transaction code when I can't even access the transaction code...
At this point, I'm frustrated about the verification process. They approved the verification, but when I made the withdraw, they came back to me asking for further documents. The thing that frustrates me the most is that they are constantly asking for documents. So far, I've submitted my passport, picture of me holding the passport, driver's license, two bank statements, proof of account closure, and proof that I made the deposit through my own bank account. All these documents should be more than enough to verify. In their verification, they asks for ID, and proof of address which doesn't align with what they are asking me..
Sorry for the long post, but I really hope to resolve the verification issue as soon as possible.
It firstly started when I made the deposit on September 29, 2018. I made a huge win, so I was looking into withdrawing the win, but I firstly had to get my account verified which I totally understand.
In September 29th, I submitted my passport and two bank statements from two different banks, but they've requested for picture of me holding the passport which I've done.
In September 30th, Mr.Green got back to me asking for proof that my bank account that I used to make the first deposit is closed. At one point, I had three account from three different banks, so I closed the account with this one bank that I happened to use when making the first deposit at Mr.Green. I was able to get the document from the branch manager that the account is closed, but obviously, the bank would provide the proof of closure with the bank account number, not the card number.
In October 1st, Mr.Green got back to me again with the proof that the card number is linked to the account number stated in the proof of closure. I provided this document in October 4th.
In October 8th, I finally get an email from Mr.Green that my account has been verified and re-opened. I was happy and finally was able to make the withdraw, but I had to put the withdraw on hold as I was out of the country.
In October 15th, I finally came home and made the withdraw through an account that I've already submitted the bank statement for, but they asked me to submit the bank statement again for this account. I simply submitted the bank statement again which wasn't a problem.
Later, they emailed me back asking for the proof of my address which I've provided through three documents already. The bank account closure, and the two bank statements all have the matching address. I didn't want to argue, so I submitted another document which was my driver's license that have the address.
Finally, today, all the documents went through, but they are asking for another proof which is the deposit. Now they want the proof that I made the deposit for the transaction number on September 29th. I wasn't able to get the transaction number from online banking, so I provided transaction history paying to Mr. Green. They rejected this, because the transaction number isn't shown in the transaction history.
I wasn't sure how to provide the proof that I made the deposit that shows the transaction number. It's not even shown in the bank statement or no where. My choice was to submit further proof of making the deposit which was by providing the confirmation number given by Mr.Green when I made the deposit and the transaction history from my bank account that has the same confirmation number as what Mr. Green provided. This should definitely provide the proof that I made a deposit through my own bank account which is what they need to verify. I'm not sure why they are specifically requesting for proof of deposit that matches the transaction code when I can't even access the transaction code...
At this point, I'm frustrated about the verification process. They approved the verification, but when I made the withdraw, they came back to me asking for further documents. The thing that frustrates me the most is that they are constantly asking for documents. So far, I've submitted my passport, picture of me holding the passport, driver's license, two bank statements, proof of account closure, and proof that I made the deposit through my own bank account. All these documents should be more than enough to verify. In their verification, they asks for ID, and proof of address which doesn't align with what they are asking me..
Sorry for the long post, but I really hope to resolve the verification issue as soon as possible.
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