Complaint #33 Mr Green UK Casino

They're holding onto my £400

By gilesbaugh

2 years ago

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

Disputed Casino Mr Green UK Casino

Reason Delayed payment

Amount £400

Discussion

AskGamblers

• Support Team

2 years ago

Dear Mr Green UK Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

gilesbaugh

2 years ago

Hello. I have still not received my £400. Please keep this complaint open. It’s been 12 days to authorise a refund ? Thank you. I will continue to chase on here and at the UK Gambling commission as well until resolved.

Mr Green UK Casino

• Representative

2 years ago

Dear Giles,

Thank you for reaching out and I'm sorry to hear you have had this experience!

We've checked that you already sent an email directly to our Complaints Team on second_opinion@mrgreen.com with the above query and our dedicated team is looking into this and will help you further with resolving this issue. Please have in mind that the team has up to 8 weeks in order to provide resolution or final position.

Thank you very much for your cooperation and patience.

Kind Regards,
Mr Green Team

gilesbaugh

2 years ago

askgamblers - what’s next ? Mr green has not replied. Do I reply my complaint again please ?

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

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?

Unresolved

£1,500

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