Complaint #32 Mr Green UK Casino

They locked my account after 40 minutes from opening and they never refunded me my deposit money

By V3ky99

2 years ago

I opened my account with MR Green in 29th of September. After my first deposit 1500£, few minutes later they logged me out locked my account also kept my deposit money, never refunded me my deposit money/

I contacted them hundreds times without any updates or help. It's been 24 days and they still ignoring me! I told them several times you locked my account that's fine but I want my deposit money which is my right By Law, also they ignored me.

I don't know what to do. This situation drive me crazy. Panic stress also cause me heart palpitations every time I contacted them.

Please, I need help. How come they do that to me?

Disputed Casino Mr Green UK Casino

Reason Account closure

Amount £1500

Discussion

V3ky99

2 years ago

Abusive comments !

You took my money from 42 days ago !

You have nothing to say , what second opinion team doing from 42 days ago apart from feeding me lies after lies everyone know there is no such a thing take 42 days for final decision!
Enough from lies you don’t feel ashamed that many players post here complaints about this ?
A lot of players facing the same problem like me with your casino
I want my money back , by the way in UK law you should give the deposit money back what ever decision you take this is a deposit money do you understand?

Mr Green UK Casino

• Representative

2 years ago

Hello Tariq,

As your case currently sits with the Second opinion team they will be the one to provide an update once they have a final decision. Abusive comments will not speed up the process and we already informed you that any update will be provided as an answer to the original incident assigned to the Second opinion team.

Thank you for your understanding.

Kind Regards,
Mr Green Team

V3ky99

2 years ago

Same answer !!
Seriously you don’t feel ashamed from what you doing ?
41 Days of waiting no updates no refund just lies and false promises
I want my money my deposit money scammers , from September till today you keep saying the same message the same answer
I want my money for god sake DON’T tell me about second opinion or anything this is a refund for a deposit i made it should not be that complicated just if you are scammers
And from what i see how many reviews about this incidents you have done this to many players ! !
I want money enough lies

Mr Green UK Casino

• Representative

2 years ago

Hello Tariq,

Our Second opinion team will provide you an update once they have news regarding your case. Rest assured they are checking for updates on a regular basis.

We would kindly ask you for your patience.

Kind Regards,
Mr Green Team

Mr Green UK Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $3,032

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Mr Green UK Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Mr Green UK Casino Complaints

See all complaints for this casino

Not paying me back my deposit

Hello,

I deposited 10,000 euro on the 31st of October 2023 and made a bad mistake and did not want to gamble it away so I decided to withdraw it.

I have sent all documents in requested and have been told its at the last stage and will be processed.

However I keep getting told its with relevant team and we are waiting for updates.

I desperately need this money back and I have been waiting months with no success.

Please can you help me as I need this money very badly and want this issue resolved.

I'm entitled to a refund and I have complied with everything asked. I am being ignored on email and the live chat are giving me different answers every time I ask.

Resolved

€10,000

They're holding onto my £400

On Thursday 26/9 my account was blocked with £400 credit in. No bonus amount just pure £400. I then started the chat as I was unable to login. I was told not to worry and the finance team would manually withdraw the funds to my bank.

The next day I received an email from the finance dept asking me to upload a bank statement. I did this immediately via the chat team as this was my only avenue of communication. Since then I have chatted 3 times daily with the chat team for roughly 1.5hrs a day total demanding they release my funds. I just get told the same thing to be patient and I will get an email. They appear to have no way to communicate with finance at all.

All I need is my withdrawal to be approved. It’s been 1 week and nothing despite chasing three times a day. The Mr Green website terms and conditions state it takes 48hrs but in some cases may take a little bit longer. I don’t class 1 week as a little bit longer. They are not sticking to their own terms and conditions.

My ticket no is 231026-012088 from the chat and I have already logged a complaint

My incident No from finance team is 231026-009191

My email from the second opinion reference is 231030-007064

Please help me chase a withdrawal that they are withholding against their own TCs

Unresolved

£400

Incorrect payout on bet

I placed a bet on Paidraig Harrington at odds of 101 to win the USPGA major. There were 1/4 odds for a place. He placed yet I was paid around 12 or 13GBP instead of 25. I have been chasing this for weeks as per the screen grabs. It's not much, but it s the principle as ,much as anything - you win and they just ignore your legitimate claim. Thank you

Resolved

£25

Winnings not paid to my casino account

On 18th of November 2020 I was playing Side Bet City live gameshow on Mr Green UK.

I bet £10 on 3 cards, £10 on 5 cards & £10 on 7 cards. Bets were accepted.
I won a Straight Flush hand and won £1420.
Confirmation of my win popped up on the screen along with my name and total amount won alongside other players.
My account balance updated in the bottom left and reflected my win.
I left Side Bet City and went to another game room (Mega Ball) and placed a bet, instantly my winnings from Side Bet City disappeared from my account balance.
I went back to Side Bet City and spoke to Evolution's Live Support who confirmed my win (screen shot taken) and raised a ticket their side to investigate Case number SD-1256318).
I also contacted Mr Green live support who advised me to clear my cache and update flash and make sure I'm using Google Chrome (Didn't have the heart to tell them Flash is disabled by default in Chrome and Mr Green doesn't utilize flash), but did as they asked (twice) and still no winnings in my account.
Checking my gaming history the bet in question has a yellow timer symbol by it denoting waiting on the result (and is still like it).
Contacted Mr Green live support again (third time of the night) and asked them to open a ticket to investigate ( Ticket Number 2209811).
Contacted Mr Green live support every other day for an update, every time just get told there is no update. Then was told they are waiting on Evolution to which I told them Evolution have already investigated and told me it's a Mr Green problem, gave Mr Green the support number from Evolution to confirm.

Fed up of contacting them and being told to wait for "The relevant department" yet nothing is being done? Evolution have been great and really quick to help, Mr Green seemingly wont lift a finger to resolve this.

Attached are the ticket numbers from live chats, Bet history showing the win, pending bet completion (yellow symbol next to bet)

Resolved

£1,420