Mr Green Casino

I have nothing good to say about this website after my last contact with support. I have a strong feeling I've been lied to and I feel mislead as I've been duped out of an offered promotion because of an error on their website.

Although I'm a regular user of this website, I've just now made an account JUST to review this website, maybe that says enough already?
I have a case almost exactly like user 'BOLDHEAD' below, and feel the same as other user 'SAMMY2WIN198' that has left a review as well.
I must have played on more than 30 online casino's but never have received such a lousy and rude service as on this website. And no, I'm not a bonus hunter and casino website hopper, as this is the 5th deposit over just short of a year on this website.
Here is an extract from the live chat sessions with the names replaced for obvious reasons, my comments upon it down below:
_______________________________________________________________________________________
Chat support: Did you deposit through the link for the promotion?
Me: Yes
Chat support: Which promotion was it for please?
Me: https://casino.mrgreen.com/en-AN/payment/deposit?bonus=649c0ff1732841c19a280cd6ff5ac1b1&available=true%3Favailable%3Dtrue%3Favailable%3Dtrue
Me: Matching deposit & 100 free spins
Chat support: Okay, thanks
Chat support: What game is it for?
Me: 'Dwars Gone Wild'
Me: Promotion lasts until saturday?
Me: 'Just opt in before midnight this Saturday and we will match whatever you deposit & play (between €30 - €100) with Free Free Spins on ‘Dwarfs Gone Wild’.'
Chat support: Sorry Rick, you haven't opted in. It is best to go through the promotions page not the notification.
Me: But can't you arrange that for me?
Me: I mean, I have pushed the notification and it sends me directly to the deposit menu, not the promotion page..
Chat support: No I'm sorry I can't add them for you now. the notification page is just to let you know of new offers it doesn't opt you in, sorry.
Me: You're serious?
Chat support: You can still take part in the promotion, you would have to deposit again though.
Me: It took short of an hour to even deposit, made an account on a ***** to to so & because of an error on your website you can't arrange for me to get the promotion?
Me: The same thing happened to me on a different website, it was no problem for them to settle it for me.
Chat support: I'm really sorry there's nothing I can do. I can give you a 10 euro bonus though if you'd like?
Me: Would you really suggest it is my fault for not receiving the bonus by clicking on a promotion notification that sends me directly to the deposit menu
Chat support: I am sorry, I can't give you the free spins. I can only give you a good will bonus of 10 euro. If you want it?
Me: I haven't used a single penny of the money I deposited.. Surely there's someone that can simply process my transfer again with the promotion?
Chat support: We are not able to opt you in to a promotion from our end.
Me: So you've build a website where no-one can manage from the back-end?
Me: Where no-one can alter balances or process transfers again?
Chat support: No we can't do this, the offer needs to be opted in to before depositing through the promotions page, or email/SMS link.
Me: Well, is there someone else who can?
Chat support: No no-one can do this.
Me: That is technically impossible
Me: It's a website, and no matter on what programming language it is build upon, there is always someone who can alter the data
Chat support: This is how the site is run.
Me: All my account details are stored in a database of some sorts and there has to be someone that can make alterations in it
Chat support: there is no-one that will do this Rick.
Me: Or else you could never make any changes to this website, which, judging by the constant updates, isn't true
Me: This is simply misleading, and if it can't be settled you're basically forcing me to write a complaint on, among other things, askgamblers.com..
Chat support: If you wish to make a complaint you can email us at [email protected]
Chat support: I have offered you twice a good will bonus, there is nothing more I can do.
Me: Which is ludicrous, €10 is nothing compared to the €100 I'm missing out on because of an error on your website..
Chat support: There is nothing more I can do for you Rick.
Me: As surely the complaints will be handled by you or your colleagues, it has no point to send a complain to you..
Me: But I'll be sure to report this on other websites
Me: Thank you for your time
Me: Take care
________________________________________________________________________________________

So first of all, I was trying for almost an hour to deposit with my creditcard (worked 4 times before on the same website), and the same lady blamed my bank/creditcard company. I got the message after trying to finalize the deposit stating that my account was blocked, and it appeared to me (part-time website developer) that it was simply an error on their end.

But nevermind that, the real problem I've had is that this lady suggests that it is my fault that I didn't 'Opt In' through the promotions page, but simply clicked on the notification which pops up when you log in to the website and sends you directly to the deposit page. This comes with no warning whatsoever that you're not going to actually use the promotion even though you're clicking on a link that's in your personalized notifications menu instead of a way less notable promotions page.

Not only that, but the support lady is trying to tell me that NO ONE would be able to fix this for me, which is ludicrous. Our details are stored in a, hopefully secured, database. Adding free spins may be hard to add, but simply altering a balance or processing a transfer again so that it would've 'Opted In'-to the promotion can not be technically impossible. The response of a certain Michael replying on behalf of MrGreen to the review of BOLDHEAD strongly suggests (we don't know if the issue has been actually resolved) that I've been lied to.

Altogether this website may work as long as you don't need the support. The verification proces was extremely long, they were quite suspicious about my details since in our country there's a difference between calling names and actual first names. They made me supply them with photo's of my documents five (!!!) times before the process was completed. I atleast would never recommend to use this website.

Withdrawals are the fastest around, every time I withdrawal to my paypal its in within a minute, customer service are fantastic, massive selection of slots & live games, site is modern and easy to use, verifying account was fast & smoothed, this is the only casino I will be using from now on.

Disclaimer: I played at Mr Green from the UK
* The site is very neat and have fun bonuses.
* Sign up was quick
* Game selection is great and verification was quick as well (I verified from PC).
* Reel Thrills are fun to play with

* Mr Green locked me out after my withdrawal request and I could not play
* Limited deposit methods

Joined the site for the first time... deposited £20.... spun on book of dead 8 times at £1 a spin... got the books and won £1000 🙌🏼🙌🏼 Winner winner chicken dinner!!!

You can’t follow the progress of your withdrawals or see all you wins. It only shows a few wins.

Big selection of games, lightning fast payout (under 1 minute all the time).

Got a mail from Mr. Green stating they have a 100 freespins bonus for a 10 euro deposit. Deposited, didn't find my spins so contacted support. I am used to Mr. Green support being super friendly and helpful, but this wasnt the case now.

First they stated that the bonus ended at 23:59 the previous day. Well no, in the mail it says it is valid until Saturday, now its just Friday. Then they say you have made a deposit before 17:00 (when the promo started). Well yes, I made a lot deposits before yesterday 17:00, whats that got to do with it? And then they say you didn't opt in. I say ok, maybe I missed that, but in the past I didn't have to opt in on anything, I just deposit and get my bonus. Ok sorry I missed that, but can you add them manually?
No.

So I am very dissapointed with Mr. Green. This is something I expect when playing at some shady online casino but not at Mr. Green. I stick to the casino's where your problems are solved by friendly customer support, who don't let you run into a wall when by accident you missed some opt-in.

For a couple of years Mr. Green has been on the toplist of my favorite casino's, but if this is what Mr. Green has become, I am done playing there.

Choice of games are good and fast wirhdrawals that's about it really. For me it's all about the service which should really have 0 stars

Their attitude sucks on live help. Asked why I was not receiving promotional emails and no bonuses given when joining and was told as I made a withdrawal forand get this£29.00 they could not look to add anything..... I have deposited way more on the site and as I withdrew that measly amount then nothing could be done.
Now firstly my question of the welcome bonus was ignored. My second question about not receiving promotional emails was ignored. They just assumed I was after a bonus. I asked about cancellation and without any hesitation was told no problem and they closed my account. What a way to treat customers.
I am a regular player on many sites and have never been treated like that. I leave many reviews for casinos and not once have I ever rated as low stars as this. They asked me what type of closure I wanted and gave me the option of a time out or temporary closure. No option to just close so I took the temporary option which allows me to come back at any time. I doubt this will happen due to the rubbish service I have received.
I believe that their response should have been to look into why no welcome bonus was received and why I am not getting promotions. They just assumed I was after some sort of layout freebie. When in fact not once in the chat did I ask for that. I highly recommend not using this site if they continue to talk to loyal customers in that way.

Shame on you Mr Green Casino!

This casino is great!
I do not understand some bad ratings that people give.
Verifying account should be a priority to any player. I've never had problems with that, and with Mr. Green everything was fast and crystal clear.

Payouts? Well.. they are processed sometimes in seconds!
Yes.. less than a minute to have money in my account.

Game selection is great, specially LIVE CASINO.
A lot of providers to chose from, providing great studio games, or and awesome casino filling with the real casino game streaming.

I love play here... One of the best, for sure!

Casino frontend (website) is slow.. is really slow compared to other casinos. This can certainly be improved and would be great.
Other than this, excelent.

Absolutely nothing (I was told my “positive feedback was to short” what does that tell you)

Where do i start? Green must be foreign for slow somewhere as that’s the only way I can describe this casino Mr SLOW! Slow at getting back to you with questions or queries, slow at verifying your documents and even slower at paying out! There’s absolutely no need for the length of time it takes to do anything, I’ve used many casino apps bfore and none have been this slow, usually your ID is verified with in a hour or 2 and payments reaches your bank account with in 24 hours, it’s 2018 and we expect quickness, I’m waiting on just over £500 and the faff on I’ve had to get it stinks, I’m actually not bothered about getting the cash anymore, I just want to get what I’m owed so I can never have any dealings with this terrible service anymore, I’m absolutely annoyed at how long things actually take, your quick to take my money tho! I’m looking forward never to deal with you again

-Decent game selection
-Alright Mobile App
-Pleasant agents on phone.

Delay of payments/Verification


Heres what happened. Came back to mr green after a few months off. Won a couple thousand. Cool. Asked to re validate documents again. Strange but Ok. Revalidated proof of ID/Address/Card.

Then they asled me to revalidate a card that is inacive and has not been used in months. Not happy about this. But I have old pictures of it anyway. I send it all is well O get me 2500+ withdrawl.

Fastfoward a couple of days. I go on an insane streak on roullette.
I currently have one 2 large pending withdrawls. One that has been in pending for 72 hours and is for €19,475 and another for €15k has been pending for a couple days. I check in love chat whats up.
An agent tells me there was an issue with the really old visa card being validated. I explain that I sent it in no problem and recieved the initial 2500 withdrawl. Live chat cuts off mysteriously.

I call the number. Helpful agent on phome confirms with me that there is no further requests for documents and the withdrawls should be on the way. Great. But its going over the 72 hours pending SLA so he checks with the payments team but they dont start until 8am tomorrow.

Not impressed. Was thinking about making mr green primary casino but not so sure. Current situation agent said it would be escalated becauase its gone over the 72 hours pending.

Seems like its fine until you win bog money and then they delay. But I hope I am proved wrong.

Good selection of games. Site looks attractive enough.

This site does not run very smoothly on mobile and is not much quicker on desk top. The bonuses are ambiguous; I got a wild wild west bonus of a free spin for every pound I spent, but this was only on the first deposit of £30 and not on the additional seventy I spent up to the maximum of 100, offered in the promotion. Apparently it was only on your first deposit. This was not clearly stated in the email I received. I brought this up with customer service which was laboriously slow and eventually my concerns ignored . I'll be closing my account. There are much better sites out there without the hassle