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Mr Green Casino - Problem with id confirmation

fb_10154563311874879 United Kingdom
Posted on April 28, 2016.

ive been a member with mr green since 20/9/2010 . use the site often and my method of payment is paypal . i use paypal as you can deposit just £5 which is my usual deposit amount most of the time . i also have a registered card with them . ive won a few times over the yrs and never had a issue with any withdrawls . the other day i won £240 and requested a withdrawl to my paypal . then 2 days later i got a email asking to verify my account by uploading some documents . now this is where my problem is . im not allowed to drive due to meniere's disease which is a inner ear condition that causes severe dizziness and vomiting that occur without warning , and can last for weeks . it also means i cant travel so i dont own a passport . the only photo id i have is a photo id membership card for the credit union , which obviously my identity is proven to them as my child tax credits is paid directly to them . so ive sent this , along with .. bank statements
screen shots of my paypal account .. council tax bill .. voters card proving im on the electoral roll .. various utility bills . my rent card as i live in a housing association property . .. my tax credits award letter with my NI number , and date of birth on plus address . my bank card , showing the signature is the same as my credit union card . now i understand that there in there right to ask for proof . and i had this with pink casino last year and they accepted my documents as proof . but i was a new customer and thought that had a win on my 1st time using the site . but surely the things ive uploaded must prove my identity along with the credit union photo id , as they have my id confirmed by HMRC . they said i could use a citizen card but thats going to take 3 weeks , plus i took my stepdads name when he and my mum were married in 1995 . so i would have to order a copy of the certificate from deed poll as i dont have the original anymore as its over 20yrs ago . ive got my original welcome email from mr green on back in 2010 . my paypal email is different but thats because i use paypal for ebay so it keeps it seperate for me and easier to keep track of orders etc . ive also got a letter with a appointment for next week , from my local jobcentre which again shows my NI number and address etc . i can also upload enrolment letters for my daughters high school from the goverment that show her name but also my details . ive got doctors letters i can show . if id won thousands then i could understand but its £240 .

Posted on May 2, 2016.

Hello there, and many thanks for getting in touch.

My name is George and I am the ambassador for Mr Green on AskGamblers.

I am sorry to hear you are having some issues, and I believe from what you've written this is something we can definitely help you to resolve.

So that I may help you further with this may I kindly request you send an email for the attention of myself, George, to custom­ers­erv­ice­@mr­gre­ so I can pick up your details and look into this issue for you. Once I have received this I will then open up a direct line of communication until we get this sorted out for you.

If there is anything else I can help with, kindly pop your question in the email and I can address that too, I will have a response with you within 24 hours.

Apologies for any frustrations, please allow me to pick this up, we will turn the frown upside-down in no time.

Thanks again for your time, I look forward to hearing from you in the near future. Wishing you a lovely day ahead, speak soon.

fb_10154563311874879 United Kingdom
Posted on May 2, 2016.

thankyou for your reply . i actually sent a whole load of documents last night to customer service . although it wasnt a passport or driving licence , it was a photo id and my debit card showing side by side that the signatures match , and i also provided other evidence to match up to the cards , like statements from my bank and also my credit union account . plus council tax bill and rent statement plus my child tax credits award letter showing my DOB , full name and account details that money is paid into that would show a match to my debit card details etc . i had a reply this morning to say they had deleted all off them as there not what they were after but asked me to send a scan in of my debit card again , blocking out the middle digits plus showing the back with my signature . ive done that , and also signed a peice of paper underneath the card and dated it , so they could compare signatures . ive explained i use paypal as a payment method so i also enclosed a screen shot of the paypal transaction . i did all that about a hour or so ago , so havnt had a reply yet . would you like me to forward them to you also ?

fb_10154563311874879 United Kingdom
Posted on May 2, 2016.


after receiving a email from customer service this morning asking for the card i last used etc , i did just that plus the transaction receipt from paypal that shows the last digits of the card im back to receiving emails asking for a driving licence . i thought we had got somewhere this morning when the email asked for my card . but seems not . once again im left upset and fustrated when ive been a customer for 6 years and used the same payment method for 4 years , mostly depositing just £5 at a time . its hardly the behaviour of someone trying to launder money . i know that the email wasnt from you yourself , but i addressed the email with the subject being your name etc and i got the email back from someone called dan . £240 isnt alot of money to a casino , but to me it it as as its not often i have a win , and usually feel guilty about even having a gamble .

fb_10154563311874879 United Kingdom
Posted on May 2, 2016.

im not sure if im allowed to post these documents or not . they are blocked out where asked . but please delete if not . they are what i sent this morning but theres other things i can send . just seen that i can put them as private after id uploaded , sorry

Posted on May 2, 2016.

Dear Janine,

Please refrain from posting publicly your personal and sensitive information. We remove all your attachments, thank you for understanding.

Posted on May 3, 2016.

A very good morning to you.

I have now dealt with all of the issues mentioned within your thread, and I have also sent you a private email where I have included all details for you.

If you do require anything else please do not hesitate to contact me directly and I will happily assist you further.

Many thanks for your time and patience with this recent matter, it has been much appreciated.
Wishing you a wonderful day ahead, many thanks for your time once more :)


Posted on May 3, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Mr Green Casino complaints

  • 28 of 32 resolved
  • 1 day avg response
  • 6 days avg complaint life
  • 3,077 USD avg amount

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