Ag Awards
Notifications
Login
You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

Mr Green Casino - Not processing my withdrawal on time

RESOLVED
cardiffdiva United Kingdom Message
Posted on 10 April 2018

I made a withdrawal on the 1st April. I am still waiting for it to be processed. As a VIP player, all my previous withdrawals are usually processed within minutes, usually immediately.

It took 3 days of emails - first I was told there a back log of over 600 withdrawals causing a delay then to find out that you wanted me to verify my account with proof of address? This had been done previously, but I forwarded a copy of the debit card used to deposit, my passport and an up to date utility bill. It has been over 24 hours since those were uploaded and within an hour of uploading them , your CSA Tommy confirmed they were all fine and they just needed to process my wtihdrawal.

This is now day 5. Live chat is unavailable on the site, no phone calls are being taken at your call centre either. It also takes sometimes over 24 hours to respond to an email.

What is causing the delay with my withdrawal being processed?

AskGamblers
Posted on 10 April 2018

Dear @cardiffdiva,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on 10 April 2018

Dear @cardiffdiva,

We hope that you are well.

First of all we are sorry to hear that you had to wait for your winnings to be processed. We always aim to process withdrawals as swiftly as possible and as you mention in your post, we usually are able to process your transactions in a timely fashion.

In cases where further verification is required, this can sometimes prolong the process. If your issue is still not resolved please feel free to contact me directly if you'd like and I will make sure to have this solved for you today. Just email custom­ers­erv­ice­@mr­gre­en.com and use this post as a reference in your email.

Our customer support should be available 24/7 via chat, however sometimes there are a lot of customers that wants to get in touch with us meaning you might have to queue for a short while before our customer service agents will be able to assist you.

Congratulations on your winnings and I do hope that you have received your funds by now.

Thank you for your feedback and I wish you all the best!

AskGamblers
Posted on 14 April 2018

Dear @cardiffdiva,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

By subscribing you are certifying that you are over the age of 18.

Sign up for +350 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