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Mr Green Casino - Too vague and slow with account verification process

RESOLVED
rickrenegade United Kingdom
Posted on March 16, 2018.

I have phoned 3 times and emailed 5 times asking specifically about what documents they need to verify my account.
I sent a copy of my passport and utility bill. I have been emailed saying that they 'think' this will be enough. I am willing to send extra if needs be but they are just replying with messages that it will take a few days for the Payment Team to decide. A few day?! It takes 5 minutes to look at the documents and decide if they are correct.

I am really disturbed by the horror stories I have read about Mr. Green trying to delay paying out.

I won £2500 from £500 deposits ish.

I have gone onto request to withdraw £500 as I like to gamble a lot so decided to leave most of the money in the account.

However on principle I shall not playing a penny of that money and withdrawing all of it they carry on like this.

I have played on over 50 websites and my documents have always been verified on the day, sometimes as fast as 1 hour.

I find this unacceptable.

Posted on March 16, 2018.

Dear RICKRENEGADE,

Thank you for contacting us regarding your complaint and congratulations on your winnings.

First of all I am very sorry to hear about the negative experience you have had with our verification process. The verification of an account is very important for security reasons and we feel like we owe it to you as a player to make sure that the processing of your submitted documents is done in a safe and professional manner.

We are doing our best to get the account verified as soon as possible, though, please remember that we do have other customers going through this process and so the queue is based on the time the documents were received. Once your account is fully verified your future withdrawals will be processed more swiftly.

You are always very welcome to get in contact with our customer service team for further help with the account verification. Feel free to email custom­ers­erv­ice­@mr­gre­en.com and refer to this forum post so that I personally can assist you further with the verification of your account.

I wish you a classy weekend and thank you once again for your feedback!

//Michael

AskGamblers
Posted on March 20, 2018.

Dear Mr Green Casino,

Please let us know if there's some update regarding this case.

Posted on March 21, 2018.

The matter was resolved 17/3/2018. The player is always very welcome to get in contact with our customer service team for further assistance if needed. Feel free to email custom­­er­s­e­rv­­ice­­@m­r­g­re­­en.com if any further information or assistance is needed.

AskGamblers
Posted on March 21, 2018.

Dear @rickrenegade,

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.

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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