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Mr Green Casino - Delayed payment of 8300 euro

RESOLVED
Complaint Info
Disputed casino Mr Green Casino
Reason Delayed payment
Amount € 8300
Posted on November 2, 2019

Noticed my withdrawal wasn’t as fast as the 1st one (That was instant) so contacted live chat.
Had to wait 48 hours, would be confirmed tomorrow.. i am ok with that, so I will just wait.
Nothing after 48 hours.
Contacted live chat again..
Now it’s delayed since the withdrawals Iban wouldn’t match the Iban the deposit was made, i got confused but was positive i deposited with the same Iban i wanted to withdraw (same as 1st withdrawal). so, showed proof of the deposit (and contacted my bank because it was weird.. they said it’s a usual bank process, all the deposits with sofort/klarna have this).
This time I was told to cancel the deposit and try again. (??!!)
Still nothing, withdrawal still pending. A day later i contacted live chat again. Again I was told to cancel the withdrawal and use an Iban this time that wasn’t mine. That would be silly.
Agent says he will escalate this withdrawal and I will get an email soon, i just have to wait for it.
Next day (no email) I contact live chat again. Now agent tells me it might take up to 72 hours for approval then 1-5 business days to my bank. Also claims everything looks good.
After 72 hours.. nothing.. still pending, so contacting live chat again. Now I’m told it takes up to 5 business days, and agent is getting really unfriendly.
Later, i am getting an email stating this: “ I am happy to confirm that your winnings have successfully left your players account and are on their way over to you. Our payments team have directed your funds to your chosen payment method upon withdrawal.”
So I’m checking my account and guess what? Withdrawal still pending!
Contacting live chat again, now being handled unfriendly claiming I have to wait 2-5 days again since the amount is higher. So, I’m asking if it’s for sure that the amount is in my bank this week? Agent can’t guarantee but promises it will be max 5 days..
5 days later.. still pending. Contacting live chat, agent says the withdrawal is still pending since trustly (payment provider) hasn’t verified the payment yet. I tell agent that doesn’t make sense though, because it’s still in my account. Agent says I have to wait till after the weekend, so again waiting longer. Also, when I ask an order ID from trustly I am given a order id that doesn’t match the amount of digits u Trustly Order Id should be, but they keep claiming it’s the Trustly Order Id and they can’t tell how long the withdrawal will take now. Not being handled very friendly (even told not to contact chat in some way) and still waiting for the withdrawal..
Have chat reports and email.

Posted on November 3, 2019

Update
I have contacted trustly and like explained before the order ID given is no Trustly Order Id, even though live chat was sure and told me that if it was wrong I should contact trustly.
Here’s trustly’s response: “ The 8-digit number that MrGreen has provided to you seems to be an internal reference for them and we at Trustly can unfortunately not use that reference number to locate any transactions in our system.

If MrGreen is unable/unwilling to provide you with this 10-digit Trustly orderID that we need to locate the transaction, can you please ask them to provide you with a payout receipt? There, all the payout information should be visible.”
Keep in mind I have been told several times over several days trustly is delaying the withdrawal. Chat reports will prove that.
So contacting live chat again for a payout receipt.. of course not getting it, there are suddenly issues with peoples computers there (they claim) and chat gets messy and I get another Agent.
Turns out it is not delayed by trustly, it is not processed, it is the Iban not matching again.. poor excuses and clear lies are told here..
Now agents are just leaving chat when asked a simple question like “what is the difference with my last withdrawal since all methods used are the same and that withdrawal was instant?”
FYI have already submitted proof of the deposit made with MY Iban several times.
Also I have contacted my bank about this and there shouldn’t be any issues. “ It is true that your account must be found by them. You can tell them the following:
- Confirmation that your bank sees that the money comes from your account
- Screenshot of the payment
- The description of the payment”
Like mentioned before I have already done all!

Posted on November 4, 2019

Hello "NOTPLAYERFRIENDLY",

Thank you for getting in touch.

I am firstly very sorry to hear of the issues you have been experiencing and for the inconvenience this has caused you.

I would of course like to do my best to assist you with your complaint and get this sorted as quick as possible. In order to do this and locate your account, please can you kindly email us to custom­ers­erv­ice­@mr­gre­en.com with the subject "FAO Complaints" and one of my colleagues in my team will pick this up and take care of your case for you?

We can then review everything and discuss your account with you.

Rest assured we will get this fixed for you.

Thank you for your cooperation and look forward to hearing from you soon.

Kind Regards,

The Mr Green Team

Posted on November 4, 2019

I have sent you the email with my name and account id.

Posted on November 4, 2019

Hi there,

Thanks for getting back to us and for sending that email.

My team will now pick this up and look into this as quick as possible for you.

Thank you for your patience.

Kind Regards,

The Mr Green Team

Posted on November 4, 2019

Thanks, I am looking forward to your response and a solution to all of this

Posted on November 5, 2019

Hello "NOTPLAYERFRIENDLY",

Thank you very much.

I can confirm that my team have picked up your email and are looking into this for you. Kindly let me know if you still have any issues here.

Thank you for your patience in the meantime.

Kind Regards,

The Mr Green Team

Posted on November 5, 2019

Yes, like your last reply you have picked this up. Was told this might be similar to other case. And it wouldn’t take long.
Have had and sent back a few mails already (Screenshots of my bank statement proving all deposits were made with my bankaccount), Issue is still not resolved.
Also hoping that customer service involved will reply and get back to me in the time frame they are saying they will.
Still hoping this gets resolved without any further issues.

Posted on November 6, 2019

I am happy to update my complaint as resolved, i found my withdrawal on my bankaccount today, and want to thank the complaint team for their help.

Though I understand there are obligations and that verifications are needed sometimes, I hope I will not face the same issue in the future.
The team handling this has assured me they will discuss this matter (regarding false info) with their live chat.

Thanks again and also thank you askgamblers for giving me the opportunity to raise this complaint here.

Posted on November 6, 2019

Good afternoon,

Thank you very much for getting in touch.

I am very happy to hear that you have received your withdrawal and that the complaint can now be closed! I apologise again for the inconvenience this caused and please let us know if you need help with anything else, we are more than happy to assist.

Many thanks!

Kind Regards,

The Mr Green Team

AskGamblers
Posted on November 6, 2019

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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