Complaint #100
Mr Green Casino
Refusing 1000 EUR payout because I played outside my "home country"
7 years ago
I've had a MrGreen account for a long time and have never had issues. I quite like playing there but I had a recent payout of 1000 EUR - nothing to do with bonus money as I only play cash. They are refusing to pay-out because they claim I have played from "Outside of my home country" because the account was registered in Austria but played from outside of Austria (Not a restricted territory according to their T&C). They say that I am only allowed to play from my home country but that is not written anywhere in the T&C. The account is verified and I sent the documents of where I live. Why is it only now that is has become a problem? They accepted my documents, payments etc. for a long time now without hesitation.
Hi Phil,
Thank you for your reply.
You will find the information under point 7. in our terms and conditions, as per below:
7. All details you provide to us are truthful, yours and yours alone including your name, date of birth and any identity documents, debit and credit card details, email and residential address, are at all times correct and are not false or misleading and you update us promptly when these change or expire.
This means that all the data entered must be truthful, as far as I understand your account was registered using Austria as the country and you then entered a Maltese address. In other words, the data registered on your account does not match and should any of the data change (by you moving etc) you would need to inform us. I have attached a picture from the registration process where you can see that you as a player need to enter your country of residence.
In regards to the verification of your account this has been done correctly as per our internal procedures. The errors that I have encountered so far when reviewing your case are relating to me thinking we should have provided you with more information and further explaining the reason for the confiscation. We do not issue refunds of money that has already been wagered in our games as per our terms.
5. Some basics
Our Games and Betting Offers are provided for entertainment only. Any stakes you place on a Game or Bet (including pre-purchased bingo tickets) are non-refundable as the product is virtual and is instantly consumed. If you play a Game or Bet with Real Money, funds will be drawn from your Account instantly and cannot be returned.
Upon you submitting documents during the verification process we were able to confirm that you were receding in Malta rather than Austria which is the country that you chose as your country of residence upon registration of your Mr Green account.
Furthermore some of the sessions on your account are coming from IPs connected to a Proxy server. This is strictly forbidden as per our terms and conditions.
7. You are not engaged in fraudulent, collusive, fixing or other unlawful activity and do not use any software-assisted methods or techniques or hardware devices in relation to participating in a Game or Bet.
To summarize I fully understand that you feel unsatisfied with the decision made. Kindly note that its up to you as a player to make sure that the details you enter upon registering with Mr Green are correct and that you are acting in accordance with the terms and conditions of our site to which you have agreed upon registering. The decision is final due to the clear violation of our terms and conditions.
Regards
Michael
Thank you for your reply.
You will find the information under point 7. in our terms and conditions, as per below:
7. All details you provide to us are truthful, yours and yours alone including your name, date of birth and any identity documents, debit and credit card details, email and residential address, are at all times correct and are not false or misleading and you update us promptly when these change or expire.
This means that all the data entered must be truthful, as far as I understand your account was registered using Austria as the country and you then entered a Maltese address. In other words, the data registered on your account does not match and should any of the data change (by you moving etc) you would need to inform us. I have attached a picture from the registration process where you can see that you as a player need to enter your country of residence.
In regards to the verification of your account this has been done correctly as per our internal procedures. The errors that I have encountered so far when reviewing your case are relating to me thinking we should have provided you with more information and further explaining the reason for the confiscation. We do not issue refunds of money that has already been wagered in our games as per our terms.
5. Some basics
Our Games and Betting Offers are provided for entertainment only. Any stakes you place on a Game or Bet (including pre-purchased bingo tickets) are non-refundable as the product is virtual and is instantly consumed. If you play a Game or Bet with Real Money, funds will be drawn from your Account instantly and cannot be returned.
Upon you submitting documents during the verification process we were able to confirm that you were receding in Malta rather than Austria which is the country that you chose as your country of residence upon registration of your Mr Green account.
Furthermore some of the sessions on your account are coming from IPs connected to a Proxy server. This is strictly forbidden as per our terms and conditions.
7. You are not engaged in fraudulent, collusive, fixing or other unlawful activity and do not use any software-assisted methods or techniques or hardware devices in relation to participating in a Game or Bet.
To summarize I fully understand that you feel unsatisfied with the decision made. Kindly note that its up to you as a player to make sure that the details you enter upon registering with Mr Green are correct and that you are acting in accordance with the terms and conditions of our site to which you have agreed upon registering. The decision is final due to the clear violation of our terms and conditions.
Regards
Michael
Mr Green Casino Complaint Stats
Resolved
74 / 90
Avg. Amount
$4,649
Avg. Complaint Duration
16 days
Avg. Response Time
2 days
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