Ag Awards
Notifications
Login
en

Mr Green Casino - Not refunding me for months now

RESOLVED
Complaint Info
Disputed casino Mr Green Casino
Reason Refund declined
Amount € 20
Posted on September 24, 2019

On the 26th of July I found out my account was blocked. I had made an extra account due to forgetting the password of 1st account. After finding out my accounts were blocked I talked to your coworker on live chat who helped me retrace the password to my first account. He told me that he would leave the second account blocked but my that my money would be sent back to the bank account it came from. So far so good you would think. I thought it was great service because I was in the wrong at first. He also told me it would take 1 day for the money to be back in my bank account. I contacted customer service after 3 days, asking about the money. They told me it could take up to 5 days. Well that's fine by me, but after 5 days the money wasn't in my bank and my first account was also blocked, the one they told me could remain open. I asked again at the live chat and they tell me I have to verify the second account before they can sent me my money back. I sent the needed documents. I get a reply that the refund has been sent to my account. I wait. Next thing they tell me I also need to verify the first account so I sent the documents (for the third time). Still no money. I contacted them again, and I'm told to sent my banking documents. Okay I'll do that. I even included the banking account nr in that email and uploaded a receipt from my bank proving I deposited from that bank account. Still no money, I wait for like 10 days and contact them again they say that they've sent the money to bank account XXXXXX and I see there's a typo in there. I again explain that they've made a typo, which can be easily checked if you just check my deposit. They just ignore my email and keep on repeating that I'll have to sent proof of the money not being in my account. They asked for my bankingreceipts for the whole month, which is hugely invading my privacy but I understand that they need to check this so I sent it. The person I email with apparently cannot read because she claims it's the wrong bank account. But it's actually them who made a typo in the accountnr. I've uploaded all info TWICE, proof of Deposit, banking info for a whole month. Now I'm more then 2 months and countless emails further and I haven't recieved my money back. I get that it's not allowed to have 2 accounts of course, but I never had a chance to play with 2 accounts at 1 time and I never had a malicious intent creating the second account, I just forgot my password for the first 1 and had changed my phone number so it was hard for me to retrace the old password. I get that it takes time to find out exactly if there's no fraud going on.. But I've been waiting and contacting you guys for 2 months now and customers service has been rude and unhelpful and you've lost a good customer to this. I could accept if the rules were that the money on a second account will be lost or anything. But to keep on telling me multiple times that I will get the money back and tell me to upload some very private files. That just makes me so dissapointed, because of all the effort I put in it without any result. If I was just told right away that you won't give me a refund I of course would feel bad but I could accept that better than leading me on like this. I just really want my money back, and to not have waste anymore time on this problem then I already have. Also I'm not asking for anything very hard, just to sent the money back to the account it came from.

Posted on September 24, 2019

Hello Kimberly and thank you for reaching out to us.

I am firstly very sorry to hear of the issues you have experienced with us and for the inconvenience and frustration this has caused you.

I would like to be able to assist you with this further so I kindly ask that you contact us via email and write in the subject line “FAO Francesca” and either myself or someone within my Complaints Team will be able to assist and help you further with your query to get this resolved as quick as possible for you, as due to security, I am unable to do this over this platform.

Please kindly make sure to write a full/clear text about your case so we have as much information as possible to be able to help you.

Thank you very much and we look forward to assisting you with your query as fast as possible.

Kind Regards,

Mr Green

AskGamblers
Posted on September 28, 2019

Dear Mr Green Casino,

Please let us know if there's some update regarding this case.

Posted on September 30, 2019

Thank you very much Kimberly. Please kindly let us know if we can close your complaint from here as this is being dealt with our Complaints Team.

Kind Regards,

The Mr Green Team

Posted on October 2, 2019

Unfortunately, even though mr Green complaint service has again promised the money would be back shortly, it hasnt been refunded to the bank account the deposit came from. Im tired of putting my energy in this, since its caused me so much more effort then 20 euros is worth. Hope this is a warning to other players to not deposit at mr Green. Also, they reopend my account without asking while I had closed it??? Like I would ever make a deposit at mr Green after this

Posted on October 3, 2019

Dear Kimberly and thank you for reaching out to us.

I am sorry to hear that you are still experiencing some issues with your funds. Please could you kindly let me know which specialist you have been in touch with regarding your complaint so I can make sure this is dealt with as quick as possible for you?

We will also then be able to advise further on the status of your account and the funds.

I am sorry again for the inconvenience caused and hope we can get this resolved for you as soon as possible.

Thank you and kind regards,

The Mr Green Team

Posted on October 4, 2019

The specialist I've been talking to is Katie. She had now asked for my banking statement from August first. While I understand you guys from Mr Green want to make sure you are not being scammed, I feel like it's a huge invasion of my privacy to have to show customersservice all my earnings and expenses for the last two months. I won't do that (again, because I already did before and didn't even get a reply). Possible solution for me would be that the 20 euros will be put back in my first (and only open) Mr Green account, since refunding to my bank appearantly keeps failing? Otherwise I really just don't wanna waste anymore time on this.

Posted on October 4, 2019

Hello there Kimberly and thank you for reaching out.

I am very sorry for the inconvenience this has caused. At the moment Katie is going to get back to you regarding this and hopefully we can get this resolved for you as quick as possible.

Thank you for your cooperation and patience.

Kind Regards,

The Mr Green Team

AskGamblers
Posted on October 8, 2019

Dear @Kimberliefje,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on October 9, 2019

Sorry for replying this late. Mr Green has the wrong Iban. I'll be checking in with my bank to see if its maybe a mistake on their side. Hopefully this will give me some clarity on what went wrong.

Posted on October 10, 2019

After having contact with Mr Green again, they claim to have sent my refund to a Iban number that's not mine. I checked up with my bank, they say it's not possible that there was a successful refund since the i ban number Mr Green claims to have succesfully refunded doesn't exist.

Posted on October 11, 2019

Hello Kimberly and thank you for reaching out to us.

Thank you for bringing this to our attention. I can assure you this will be resolved if you can just kindly still email us directly via email and my team will assist you with this.

Many thanks for your cooperation.

Kind Regards,

The Mr Green Team

Posted on October 11, 2019

I don't feel like it'll be resolved since you keep on postponing to pay me back while Ive been waiting since July.. And in the first conversation I had with Mr Green about this issue it was already promised that I would be payed back. I sent you guys all the necessary information and even more. Yet you still keep on stalling and stalling and stalling. I just don't understand how you can treat customers like this.

Posted on October 14, 2019

Hello Kimberly and thank you for reaching out.

I am sorry you feel your complaint is not getting resolved. Unfortunately I cannot discuss your complaint publicly here however I am more than happy to assist you with this if you email us directly so we can give you an update.

I would just like to assure you that we will do our best to get this resolved for you and we do not wish to delay anything further.

Many thanks for your cooperation and understanding.

Kind Regards,

The Mr Green Team

Posted on October 16, 2019

I have received an email from Mr Green on Monday, saying that my refund has now been sent to the right bankaccount and am currently waiting for it to appear on my bank account since it could take up to five workdays.

Posted on October 16, 2019

Hello Kimberly and thank you for getting back to us.

I am happy to hear that the funds have now been sent to the correct account. Yes, this can take up to 5 working days to reach you and we do appreciate your patience during this time.

Of course if there are any issues please let us know and we will help you further with that.

Many thanks for your patience throughout Kimberly!

Kind Regards,

The Mr Green Team

Posted on October 16, 2019

I happily inform you that I have received the refund this afternoon. The complaint can be closed.

AskGamblers
Posted on October 16, 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.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy