Mr Green UK Casino Complaints
Mr Green UK Casino Complaint Stats
I deposited 10,000 euro on the 31st of October 2023 and made a bad mistake and did not want to gamble it away so I decided to withdraw it.
I have sent all documents in requested and have been told its at the last stage and will be processed.
However I keep getting told its with relevant team and we are waiting for updates.
I desperately need this money back and I have been waiting months with no success.
Please can you help me as I need this money very badly and want this issue resolved.
I'm entitled to a refund and I have complied with everything asked. I am being ignored on email and the live chat are giving me different answers every time I ask.
Resolved
On Thursday 26/9 my account was blocked with £400 credit in. No bonus amount just pure £400. I then started the chat as I was unable to login. I was told not to worry and the finance team would manually withdraw the funds to my bank.
The next day I received an email from the finance dept asking me to upload a bank statement. I did this immediately via the chat team as this was my only avenue of communication. Since then I have chatted 3 times daily with the chat team for roughly 1.5hrs a day total demanding they release my funds. I just get told the same thing to be patient and I will get an email. They appear to have no way to communicate with finance at all.
All I need is my withdrawal to be approved. It’s been 1 week and nothing despite chasing three times a day. The Mr Green website terms and conditions state it takes 48hrs but in some cases may take a little bit longer. I don’t class 1 week as a little bit longer. They are not sticking to their own terms and conditions.
My ticket no is 231026-012088 from the chat and I have already logged a complaint
My incident No from finance team is 231026-009191
My email from the second opinion reference is 231030-007064
Please help me chase a withdrawal that they are withholding against their own TCs
Unresolved
I opened my account with MR Green in 29th of September. After my first deposit 1500£, few minutes later they logged me out locked my account also kept my deposit money, never refunded me my deposit money/
I contacted them hundreds times without any updates or help. It's been 24 days and they still ignoring me! I told them several times you locked my account that's fine but I want my deposit money which is my right By Law, also they ignored me.
I don't know what to do. This situation drive me crazy. Panic stress also cause me heart palpitations every time I contacted them.
Please, I need help. How come they do that to me?
Unresolved
Resolved
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)
Resolved