Complaint #9
Mr Green UK Casino
Winnings not paid to my casino account
5 years ago
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)
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)
Screenshot
