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Mr Green Casino - Won't help me collect my winnings

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Omtvistat casino Mr Green Casino
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Summa $ 4500
Nomoney666 Kanada
Publicerat den 18 december 2019

I was thrilled to have won 4500 can dollars
There seems to be an issue when I’m trying to withdrawal my funds.
I first was told to use visa and it was rejected as it was not my deposit method .
This was quite correct I used Idebit to deposit . Idebit is not a option for a withdrawl
I was then instructed I need a account with a iban code . Canada uses swift codes not iban.
Then I was told I need to set up a envoy account
I informed them with pictures showing I have two withdrawal methods available visa and bank transfer
I was then instructed to use the bank transfer and I was walked through the process . I was told everything looks good however as Friday rolled around it was apparent to me that this deposit was not going to happen. I checked in on Sunday to try to get confirmation that this deposit is happening and then I was told it was but they found an issue with it and was now cancelled .
I chatted again with a lady on Monday morning Marion she was quite helpful and we did a withdrawal again and said I will have my money by weeks end Friday dec 20 .
I highly doubt it as you require a swift code for a canadian deposit and informed then of this . There is no place to use the swift code on the bank transfer just standard checking numbers if that when entered correctly it goes green
I regret having to go through this process but if the bank transfer does not work then there are no options available for me to make a withdrawal .

Publicerat den 18 december 2019

Hello NOMONEY666,

Thank you for taking the time to reach out to us regarding your query.

I am firstly very sorry to hear that you have not yet received your withdrawal and for the issues you have faced.

In order to be able to help you further with this, please can you kindly send us an email to custom­ers­erv­ice­@mr­gre­en.com and write in the subject "FAO Complaints Team" so that our Complaints Team can pick this up and help resolve this for you?

Unfortunately I cannot disclose any specific information over this platform due to security, however if you can email us through our channels directly we can definitely help fix this for you.

Thank you very much in advance.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 19 december 2019

I have sent a letter to customer service as directed they said it shows approved in my envoy account .
I don’t have an Envoy account and sent them a reply.
I went on chat he says it’s approved to my envoy account but he thinks the envoy and bank transfer are the same thing but the cashier was off shift right now and left a note for them .
The saga goes on

Publicerat den 19 december 2019

Hello NOMONEY666,

Thank you for getting back to me.

In order for us to be able to check this further, I would need to see the reference number you received when emailing us? Can you confirm if you did get in touch with the Complaints Team or was this Customer Support?

Thank you very much in advance.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 19 december 2019

I sent the email to customer service with the subject line you instructed me to do

This is whom I got the reply from
Mr Green Customer Service - Ticket 1407065
Let me know if you need more information
Regards

Publicerat den 19 december 2019

Hello NOMONEY666,

Thank you for your reply.

Thank you for confirming this and for providing me with the reference number. I will make sure that this is picked up by the Complaints Team who will look into this further for you and get back to you shortly.

Thank you for your patience.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 19 december 2019

This is the response I received from the complaint team today


Dear Steven‍

Complaint Case Reference: 1407065‍

I hope my email finds you well and you are having a pleasant day so far!

My name is Jessica‍, I would like to start by thanking you for your patience whilst awaiting my response. I am sorry to see you would like to raise a complaint due to your experience here with Mr Green‍.

I am the person responsible for launching a full investigation on behalf of our players in hope to provide a solution to your pending complaint as soon as possible. Part of my duties are to liaise we certain departments here within Mr Green‍ to reach a decision on your case to provide you.

I would like to assure you that I will try my utmost in helping you further and I will keep you informed with any information regarding your case via email. I may need to email yourself if I would require any further information to provide on your case. We have a time window of 10 days to provide a solution but please rest assured I will investigate your complaint as soon as possible. All complaints are handled in a clear, fair, open, transparent, timely way. Rest assured our team will update you every step of the way.

If you have any further concerns, please email me right back as I am more than happy to help you further. I am normally available Monday- Friday office hours.

Jessica‍

My response

Hello Jessica .
Yes I regret having to go through this process as well.
You say you have 10 day window of time.
My withdrawal is still pending does this mean this is now effected or rejected ?
I was told I wound have it by tomorrow however I think that is unlikely do to the method provided by Mr green for my withdrawal .
I am confused by the fact I can deposit through Idebit but cannot withdrawal through the same method
To do a bank transfer in Canada internationally generally you need a swift code or that has been my experience so i am not expecting success’s with the pending withdrawal
As the same method was previously rejected
Thanks

Sent from my iPhone

Mr greens response
Dear Steven‍

Thank you for your response.

I am liaising with the relevant departments. Before I get a response I will not be able to provide you with the answers to the questions you have below as I do not in anyway wish to give you inaccurate information. Please allow me a little time to get this resolved for you and I will come back to you as soon as possible with the outcome.

Thank you for your patience and co-operation.

Kind Regards,

Jessica‍



So we wait

Publicerat den 20 december 2019

Hello NOMONEY666,

Thank you for getting back to me and for confirming.

Yes this is currently being checked and looked into so you will receive a response from the Complaints Team as soon as possible.

Thank you very much for your patience.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 20 december 2019

Mr Greens response to me
Dear Steven‍

Thank you for your email.

Yes please allow a few more days for the transaction to clear and contact if you have not received this by Tuesday.

Just to clarify as I see there was a slight confusion with Envoy this is a payment provider we use to process the funds back to your bank account. This is in no way where the withdrawal has been sent for you to receive by instead is used as a bridging method between Mr Green and your designated account.

Kind Regards,

Jessica‍

My response
Today is dec 20 2019
Well thank you Jessica
I have not received anything at this point.
I will have to wait it Monday/ Tuesday
I will let you know if I don’t see the funds by then.
Steve

And we ain’t again
I ask that AskGamblers keeps this open until after the weekend and I will let you know once and if the funds have been paid
Regards

Publicerat den 20 december 2019

Hello NOMONEY666,

That is no problem at all - the funds should reach you by Tuesday latest but please let us know if you do not receive them so we can help you further with this.

Have a lovely weekend!

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 21 december 2019

SENT DECEMBER 21 2019

Good Morning Jessica
I spoke with my bank this morning as no funds have been received and asked if they can see any incoming deposits . They unfortunately don’t have the ability to see those but I was able to confirm that any incoming international deposits must have a swift code.
Generally this is put in by the customer through the withdrawal method provided which Mr Green does not provide in their bank transfer format .
My question to you is did MR green use a swift code ?
If so what was it ?
If not the deposit won’t work as I have told Mr Green multiple times.
I am trying be as patient as I can but I’m very concerned with the misleading information I have received that I will not receive this in a timely manner today is day 21 of waiting and I don’t think that is acceptable.
Please advise
Thanks

Nomoney666 Kanada
Publicerat den 22 december 2019

Response from Mr Green
Nicholas (Mr Green)
Dec 22, 12:38 CET

Dear Steven‍

I hope this email finds you well.

It seems as though you did not enter the Swift/BIC code when withdrawing.
The Payments Team has contacted the provider so this can be reversed. This should be reversed either today or tomorrow.
Kindly note that withdrawals are sent to the details that the player fills in, so kindly make sure to fill in the correct details when withdrawing.

If you would like any further help from our Mr Green Team, please kindly contact us back and we will try our utmost in helping you further. We offer 24-hour live support to all our players so rest assured we are here for you if you would require any assistance.

I wish you a lovely day ahead!

Nicholas‍

Mr Green
The swift code from the bank in Canada TDOMCATTTOR there is no place in the format you have provided me to enter this code or I’m missing something ?
There are 3 lines to enter account # and two others that I cannot remember exactly what they were
I tried to enter the code and the box stayed red and would only accept my information from my checking account .
I informed mr green of this prior to withdrawal and they said it was fine .
Mr green please advise what we are to do now ?
Thanks

Nomoney666 Kanada
Publicerat den 22 december 2019

This is a chat transcript from December 16 from Mathew at Mr Green
Now you can see at (04:36:22) I told Mr green WITHOUT A SWIFT CODE.
You can also see at the end of the chat he says I will have funds buy weeks end
Dec 20th
You can also see in previous response to Jessica through these documents I told her about the swift code
It seems no one at Mr Green knows what or how to help me
I have edited this removing my last name for privacy concerns
I emailed Jessica on Friday dec 20 with no response from Her .



Chat started on 16 Dec 2019, 04:23 PM (GMT+0)

(04:23:48)
*** Steven joined the chat ***
(04:23:49)
Steven : Hello
(04:24:18)
*** Matthew joined the chat ***
(04:24:24)
Matthew : Hello Steven! :)
(04:24:34)
Matthew : How may I help you today?
(04:25:46)
Steven Hi I got a email saying my withdrawl was canceled I redid it this morning with Marian was the email related to the previous withdrawl.
(04:26:10)
Steven I don’t see a balance in my casino account
(04:26:39)
Matthew : Let me check this out for you! :)
(04:27:00)
Steven She said I would receive a email in an hr
(04:27:18)
Steven Bri (Mr Green) Dec 16, 17:02 CET Dear Steven‍ I hope this email finds you well. I am contacting you in regard to your withdrawal request, I am sorry to inform you the withdrawal has been canceled due to invalid bank account details. I advise you to request a new withdrawal using correct bank details. If you would like any further help from our Mr Green Team, please kindly contact us back and we will try our utmost in helping you further. We offer 24 hour live support to all our players so rest assured we are here for you if you would require any assistance. I wish you a lovely day ahead! Bri‍
(04:27:58)
Matthew : I'm looking into this for you :)
(04:30:18)
Matthew : What amount was this of please Steven?
(04:30:29)
Steven 4500
(04:30:38)
Steven 4490
(04:31:52)
Steven Never had any issues at any other casinos like this man
(04:32:36)
Matthew : I apologize for the inconvenience really Steven!
(04:33:04)
Matthew : Kindly note however that this withdrawal has now been approved from our end and you shall be receiving it by the end of the week :)
(04:33:23)
Steven Well I was told this last time
(04:33:54)
Steven But the current withdrawl is pending
(04:35:01)
Matthew : Because from our end it has been approved, and are awaiting confirmation from the providers end to release
(04:35:27)
Matthew : I understand that this might be frustrating however I assure you that you need not worry and will be receiving these soon
(04:36:22)
Steven : Well I will wait because I have no choice but without a swift code I can’t see it
(04:37:59)
Matthew : Thank you for understanding Steven! And once again I apologize for the inconvenience
(04:38:40)
Steven So I should see my money by weeks end guaranteed correct ?
(04:39:07)
Matthew : Indeed Steven
(04:39:56)
Matthew : Is there anything else I can do for you? :)
(04:40:29)
*** Steven left the chat



Sent from my iPad

Nomoney666 Kanada
Publicerat den 22 december 2019

This is a dec 22 chat transcript at this point my frustration level with Mr Green is quite high 4500 Canadian dollars is allot of money and I want to get paid
At 05:49:07) Kiril tells me it can take 14 days for the reversal
At 05:50:19) I paste the email response from Nicolas received earlier that day that says 1-2 I have previously posted this on AskGamblers form
Which is it Mr green ?

So again they are not consistent in there answers
Mr Green I would really like some answers to my problem here
Please let’s get this resolved neither of us need this aggravation
I thanks you in advance for a speedy resolution to this issue
I have edited this to remove my last name for privacy purposes


Chat started on 22 Dec 2019, 05:41 PM (GMT+0)

(05:41:12)
*** Steven joined the chat ***
(05:41:12)
Steven This is the ticket number I am told my withdrawl will be reversed can you confirm this is being done Ticket 1413872
(05:41:14)
Mr Green: Hi Steven and welcome to Mr Green's customer service team! Thank you for your message. I will be with you shortly so please hold a few minutes for me.
(05:41:17)
*** Kiril joined the chat ***
(05:41:28)
Kiril: Hello Steven
(05:41:33)
Kiril: Give me a moment, please, I’ll check the details for you.
(05:43:46)
Kiril: I can see the reversal has been requested today
(05:43:56)
Steven : Ok
(05:45:39)
Kiril: Give me a moment to check the details for you, please
(05:47:51)
Kiril: OK, so if the withdrawal was not successful, the funds will bounce back to Mr Green and then they'll be credited to your Mr Green player's account
(05:48:08)
Kiril: So, we'll have to wait for the funds to appear back
(05:48:39)
WSteven Ya I know I will deal with the withdrawl once funds have been restored
(05:49:07)
Kiril: The time frame for this process is up to 14 days for the transaction to bounce back
(05:49:18)
Kiril: I'm really sorry for the inconvenience.
(05:49:20)
Steven Hold on
(05:50:19)
Steven Dear Steven‍ I hope this email finds you well. It seems as though you did not enter the Swift/BIC code when withdrawing. The Payments Team has contacted the provider so this can be reversed. This should be reversed either today or tomorrow. Kindly note that withdrawals are sent to the details that the player fills in, so kindly make sure to fill in the correct details when withdrawing. If you would like any further help from our Mr Green Team, please kindly contact us back and we will try our utmost in helping you further. We offer 24-hour live support to all our players so rest assured we are here for you if you would require any assistance. I wish you a lovely day ahead! Nicholas‍
(05:50:47)
steven Which isnit
(05:50:53)
Kiril: I understand
(05:51:16)
Kiril: I will escalate this for one more time to our Payment Department.
(05:51:16)
Steven Say 1-2 day you say 14
(05:52:21)
Kiril: I'm providing you with the information from the ticket you have given me - I'll escalate this for more details
(05:52:47)
Steven that Is the email associated with the ticket
(05:53:42)
Kiril: I'm sorry, what I can do now is to escalate this to Payments for further investigation
(05:54:13)
Kiril: As soon as there are any updates, you'll be informed via email
(05:54:26)
Steven : I have been trying to do this since dec 1 man
(05:55:36)
Steven : I have been trying to withdrawl since dec1 this is the 3 rd failure
(05:56:37)
Kiril: I do understand you
(05:57:14)
Kiril: I know how annoying is to wait for something that is not coming, especially when it is a winning
(05:57:50)
Kiril: Unfortunately, what I can do at the moment is to escalate it as Payments has to further investigate
(05:58:01)
Kiril: I'll provide them with all the details
(05:58:06)
Kiril: As soon as there are any updates, you'll be informed via email
(05:58:41)
Steven : Well as frustrating as this is I am at your mercy
(05:59:06)
Kiril: I'm really, really sorry
(06:00:05)
Steven None of this is my fault I told them bank transfer needs swift code but the format provided would not accept it .
(06:00:26)
Steven i told the complaints team as well
(06:00:38)
Steven : Everyone says it’s all good
(06:01:01)
Steven But it’s not
(06:02:50)
Steven I would expect a international casino to be able to help their customers with these manners not provide them inconsistent and in accurate information I relize the chat here has no authority so I get your hand are tied
(06:03:41)
Kiril: I'm really sorry
(06:05:12)
Steven : Sorry doesn’t pay me dude I get ya but look at it from my side this is the only contact I can have to try to get some confidence that Mr green actually will pay my winnings
(06:05:25)
Steven I will have to wait again
(06:06:13)
Steven Is what it is but I won’t go away till I’m paid I assure you that like a bad rash
(06:07:47)
Steven ? I was dealing with Jessica on the complaints team. She hasn’t responded to my email since Friday does she not work weekends?
(06:09:32)
Kiril: Unfortunately, I cannot confirm for sure this as they are a different department, but I had put a note in the complaint case that you had contacted and waiting for a reply
(06:09:52)
Steven Ok
(06:10:09)
Kiril: I want to apologize for one more time
(06:10:13)
Kiril: Is there anything else I can do for you?
(06:10:32)
Steven No thanks
(06:10:52)
Kiril: I wish you a wonderful evening
(06:12:25)
*** Steven left the chat **

Publicerat den 23 december 2019

Good morning NOMONEY666,

I apologise for the inconvenience and confusing information you have received regarding your withdrawal. I am currently checking this with the relevant department so you will receive an email from us shortly with more information.

Thank you very much for your patience.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 23 december 2019

Mr Green’s response to me


Dear Steven,

I hope this email finds you well and thank you very much for your patience whilst we investigated this further for you.

Please be advised that going forward it is important that when you are requesting a withdrawal, you must put the bank account number and SWIFT or BIC code in the correct field on the website.

We can see that last time the withdrawal failed due to you inserting a invalid bank account number, not because of the swift code.

If the incorrect details are entered then unfortunately the withdrawal will fail.

In order to fix this issue for you now, please can you kindly send us your bank statement showing the funds not being received so that we can investigate this further with the payments team?

Thank you very much for your cooperation and we look forward to hearing from you soon.

Kind Regards,

Francesca

Nomoney666 Kanada
Publicerat den 23 december 2019

I replied to Francesca
I was unable to enter the swift code as it is to many characters for the form provided . Which was relayed to Mr Green prior to moving forward
She also said my account number was wrong I sent her a picture of the bank transfer that shows my account number on the icon at mr green which is correct .
So now I’m even more confused then before .
This is a clear attempt in my mind to stall payment however I don’t know what their gain would be it’s baffles my mind.
But I can’t change the past blame me if you wish Mr green .
Moving forward
I have sent bank statement to Mr green and I am awaiting a response .
Once the funds are back in my account we will try to withdrawal again .
When I originally tried to withdrawal I had two options visa and bank transfer
Now on Mr green site there are three options they have added a bank transfer showing my account number .
I’m not sure if that link will allow me to put all the information in .
We will have to wait till we have the funds back and see what it does at that time
Regard

Nomoney666 Kanada
Publicerat den 23 december 2019

This was the deposit option on mr green site for my first and second
I had two options
Then after the second bank transfer was attempted there is 1 new option

Nomoney666 Kanada
Publicerat den 23 december 2019

Mr Green please explain the different answers from all your staff?
Nicolas say on DEC 22

POSTED ON DECEMBER 22, 2019
Response from Mr Green
Nicholas (Mr Green)
Dec 22, 12:38 CET

Dear Steven‍

I hope this email finds you well.

It seems as though you did not enter the Swift/BIC code when withdrawing.
The Payments Team has contacted the provider so this can be reversed. This should be reversed either today or tomorrow.
Kindly note that withdrawals are sent to the details that the player fills in, so kindly make sure to fill in the correct details when withdrawing.

If you would like any further help from our Mr Green Team, please kindly contact us back and we will try our utmost in helping you further. We offer 24-hour live support to all our players so rest assured we are here for you if you would require any assistance.

I wish you a lovely day ahead!

Now on December 23
NOMONEY666
Canada
POSTED ON DECEMBER 23, 2019
Mr Green’s response to me


Dear Steven,

I hope this email finds you well and thank you very much for your patience whilst we investigated this further for you.

Please be advised that going forward it is important that when you are requesting a withdrawal, you must put the bank account number and SWIFT or BIC code in the correct field on the website.

We can see that last time the withdrawal failed due to you inserting a invalid bank account number, not because of the swift code.

If the incorrect details are entered then unfortunately the withdrawal will fail.

In order to fix this issue for you now, please can you kindly send us your bank statement showing the funds not being received so that we can investigate this further with the payments team?

Thank you very much for your cooperation and we look forward to hearing from you soon.

Kind Regards,

Francesca

Mr Green Can you explain the different answers from one day to the next . Are you reading the messages .
Im just a customer trying to collect his winnings.
If you dont want to pay then please say so thats better then being told a different answer every day.
So Please let me know if you intend to make good on your debt to me??
Lets be clear I DID NOT ENTER A SWIFT CODE AS YOUR SYSTEM WOULD NOT ALLOW IT Im not yelling just want to be heard !
Thanks
Best
Regards

Publicerat den 24 december 2019

Good morning NOMONEY666,

I apologise for the confusion caused between emails, however I can confirm that the last email you received from us yesterday is the latest update from the relevant department.

We will be checking your emails soon and bank statement and will get back to you as soon as possible.

Thank you very much for your patience.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 24 december 2019

Well Mr Green we will wait it’s not like your giving me a choice .

Nomoney666 Kanada
Publicerat den 25 december 2019

It’s been 3 days since I sent my bank statement to Mr Green and no response to my email and no update or balance in my account .
I am hoping as it is holiday time that this is the reason but I Highly doubt it as I think dUe to my constant complaint here Mr Green will be uncooperative and drag it out as long as they can .
I went back and found the first email from Dec 1
You see here Ian tells me I need a International bank account number and a swift code.
I don’t have a international bank account and I never used one to deposit .
Banks in Canada do not used Iban
I did inform them of this and here we are .
I ask that Mr Green once my funds are back allow me to withdrawal using the method I deposited which was Idebit ?
Also if Mr Green doesn’t want to pay how about putting my deposits back .
This is a total of 700 and should be able to go back in the method they were deposited .
If I can’t withdrawal atleast I would have lost my money .


Ian (Mr Green)
Dec 2, 07:31 CET

Dear Steven,

I hope this email finds you well and that you are having a great day so far.

Below please find further instructions on how to request a withdrawal from Mr Green‍.

In order to request a bank withdrawal, you will need to be in possession of your IBAN (International Bank Account Number). The IBAN starts with two letters, and is followed by a series of numbers, including your bank account number. This number can be obtained from your bank or a bank statement provided by your bank.

You will also need your BIC (Bank Identifier Code) or SWIFT code. This number consists of at least 8 digits and is normally listed on a bank's website.

Should you require assistance with locating your IBAN or BIC, we recommend that you contact your local bank.

Please do not hesitate to contact our friendly customer service team at Mr Green‍ via email, live chat or telephone should you need help with anything else. We offer 24 hour support to all our players so rest assured that we are here for you.

Have a great day ahead.

Ian‍

Nomoney666 Kanada
Publicerat den 27 december 2019

Still waiting for a response to last email.
Mr Green has not responded to my request for an update

Publicerat den 27 december 2019

Hello NOMONEY666,

I apologise for the delay and thank you for your patience.

Please kindly be advised that due to the festive period it can take slightly longer for us to get back to you, however rest assured we are working on your complaint as quick as possible.

This is still being investigated with the relevant departments so you will receive an email from us shortly with an update.

Thank you very much for your cooperation.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 27 december 2019

Francesca (Mr Green)
Dec 27, 15:49 CET

Dear Steven,

Thank you for sending us over the bank statement.

This is currently being investigated with the payments team and we hope to have a response to you beginning of next week as this does need to be investigated fully and also with payment provider.

I apologise for the delay and any inconvenience caused and as soon as I have more information I will get back to you via email.

Thank you very much Steven, this is much appreciated.

Kind Regards,

Francesca

My response
Thank you for getting back to me .
I look forward to putting this behind me and and having it resolved
Regards
Steve

Nomoney666 Kanada
Publicerat den 29 december 2019

AskGamblers please keep this complaint open as it has not been resolved at this point and is taking longer as it is the holiday season
Regards

Publicerat den 30 december 2019

Hello NOMONEY666,

Thank you for your continuous patience.

I can confirm your complaint is still open and being worked on. I should have an update shortly so will get back to you as soon as I have this.

Many thanks again, this is much appreciated!

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 31 december 2019

Jessica (Mr Green)
Dec 31, 16:36 CET

Dear Steven‍

I hope this email is finding you well.

Firstly I would like to apologise for the delay in coming back to you. Thank you for your patience whilst this matter was reviewed for you.

I am sorry to see that your withdrawal issue is still ongoing. I have spoken with the relevant team regarding this and they have informed me that unfortunately the withdrawal was returned to your players account as incorrect information was entered when you requested the withdrawal. From what can be seen it appears that an additional digit was entered when you requested the withdrawal.

The money was returned to your players account but I am pleased to inform you that the funds have now been sent to your bank this was done manually by our payments team. The withdrawal should now be processed accurately and the funds will show in your bank account in the next 5 working days. Please be advised the money has been sent to your account ending xxxxxxxx

I hope this has now resolved all the issues you have been facing and again apologies for any inconvenience this has caused.

Kind Regards,

Jessica‍

My response
Ok thank you Jessica .
I will let you know if I don’t see the funds .
Thanks

Let hope this is done and over !!!

Publicerat den 31 december 2019

Hello NOMONEY666,

Thank you very much and yes please let us know if you require any further assistance from us.

Happy New Year!

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 4 januari 2020

Keeping this open at this time I have not received my withdrawl .
I really don’t expect it to Tuesday Jan 7 or so as I have been advised by Mr green

AskGamblers
Publicerat den 6 januari 2020

Dear @Nomoney666,

Please let us know if there's an update regarding your ongoing complaint. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Publicerat den 7 januari 2020

Hello NOMONEY666,

Please can you kindly let us know if you received your withdrawal okay and if you require any further assistance from us at this time?

Thank you and hope you're having a great start to the New Year!

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 7 januari 2020

Hello Mr Green .
Sadly I have received no withdrawal today Jan 7 2020.
This is very disappointing .
Can you advise why this is ?
Thanks

Publicerat den 7 januari 2020

Hello NOMONEY666,

Thank you for getting back to us.

I can confirm that the Complaints Team are checking this and they will email you directly once there is an update.

Thank you very much for your patience.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 7 januari 2020

Well counting back I think day 5 is January 8 as you made the transaction on Dec31 and we lose New Year’s Day . We may need to wait another day or two but I’m not too confident it will arrive .

Nomoney666 Kanada
Publicerat den 7 januari 2020

Mr Greens reply
Jessica (Mr Green)
7 Jan, 18:10 CET

Dear Steven,

Thank you for your email.

Due to the bank holidays over the Christmas period please be advised this is the 4th working day.

The funds may have taken a little longer to clear due to the bank closures across this time of year. I kindly ask for you to allow a few more days for this to process should you not receive the funds by Thursday then we will be able to review and investigate further.

Kind Regards,

Jessica‍

Publicerat den 8 januari 2020

Hello NOMONEY666,

Yes I can confirm that you should have the funds by Friday.

Please let us know however if you do not receive them so we can help you further.

Thank you very much for your patience.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 8 januari 2020

Lol Jessica says Thursday
Mr green says Friday
Guys you need to be consistent man .
I will let Jessica know Thursday as she has instructed me to do so as I shown in the posts
Steve

Publicerat den 9 januari 2020

Hello NOMONEY666,

Please be advised it should be Thursday yes, but latest would be Friday in the worst case scenario.

Apologies for any confusion.

Kind Regards,

The Mr Green Team

Nomoney666 Kanada
Publicerat den 9 januari 2020

Well of course you would say that it’s January 9 th no funds.
Been trying to withdrawal since Dec 1 . That’s 40 days
Mr Green is this your standard ?
I will let you know the status tomorrow but I highly doubt I will receive the funds .
I am totally frustrated with this process .

Nomoney666 Kanada
Publicerat den 9 januari 2020

I sent Jessica my update this morning and this was her reply .


Dear Steven,

Thank you for your email.

I am very sorry to hear this is not resolved for you. I am going to liaise with the relevant team and will come back to you shortly.

Please allow me a short amount of time to get a response from them.

Kind Regards,

Jessica‍

Nomoney666 Kanada
Publicerat den 9 januari 2020

The pic shows the balance owed .
Mr Green this has become a very long and frustrating process .
Very disappointing .

Nomoney666 Kanada
Publicerat den 10 januari 2020

So now they send this


Jessica (Mr Green)
9 Jan, 15:32 CET

Dear Steven,

Thank you for your email.

I do understand your frustration and appreciate your patience with this matter. Please be advised I will do all I can to get this resolved for you as quickly as possible.

May I kindly ask for you to send me your bank details I am hoping this may assist the payments team when reviewing this transaction and speed up the response time. I would need your Account Number, Institution Number and transit number of your bank. Once I have this I will ask the payments team to review the transaction that has been sent to you and track what is happening with these funds.

Kind Regards,

Jessica‍


Ok Mr Green you arranged the withdrawal on December 31 And today Jan 9 you ask me to confirm my bank details as I have no money . Are you joking you can’t be serious.
Don’t ya think you should have asked to confirm my info prior to the withdrawl that failed twice that you said I entered incorrectly .
Wow this is a complete joke .
So I have sent the requested information and await a response again
Completely unbelievable and unacceptable
🤔

Nomoney666 Kanada
Publicerat den 10 januari 2020

So today is Jan 9 and I have no money AGAIN
I sent this to Mr Green on Jan 8 providing them documentation from my bank on international deposit procedures

Hello Jessica here is a link to my bank info for Wire transfers
All Canadian banks require a swift code ITS A MUST .
It explains how it must be done.
I would only assume an international casino would know this but maybe not .

http:/­/td.in­tel­lir­esp­ons­e.c­om/­eas­ywe­b/i­nde­x.j­sp?­req­ues­tTy­pe=­Nor­mal­Req­ues­t&source=6&id=3591&question=What+information+do+I+need+to+receive+an+international+wire+transfer+in+my+TD+Canada+Trust+account

Sent from my iPad

Nomoney666 Kanada
Publicerat den 10 januari 2020

Jessica (Mr Green)
Jan 10, 10:49 CET

Dear Steven,

Thank you for your email.

I appreciate this has taken an extended amount of time and I appreciate your patience with this matter. I can assure you that we are in no way trying to purposely withhold funds that rightfully belong to you.

I have spoken with the payments team again this morning and they have confirmed that unfortunately the payment failed and was sent back to us. We have processed this again this morning using the details you have provided in the document which I thank you for.

Please keep an eye on your bank account the funds should be with you no later than the end of business day on the 17th. Again thank you for your ongoing co-operation and patience.

Are you kidding remember Mr Green it was my fault hahahaha
I have sent a reply and asked Mr Green if the applied a swift code .
Mr green at this time has not responded to my question.
Answer the question Mr Green did you apply a swift code to this deposit?
Yes or no easy question .
So I have to wait again .
I have been more then patient in this matter and have remained polite as I can .
At this point I think Mr Green is try not to pay the winnings regardless of their statement and I am completely fed up with their process .
Mr Green you should answer questions directly when asked

Nomoney666 Kanada
Publicerat den 10 januari 2020

Ok its beyond me now i received this today
Jessica (Mr Green)

Jan 10, 16:59 CET

Dear Steven,

Thank you for your email.

The funds have been sent back to you using the Account Number, Transit number and Institution number that was provided in the document. Please be advised these details are enough to locate your account correctly.

Kind Regards,

Jessica‍

my response unless they are using a Canadian bank this deposit will fail as well!!!
Mr Green what part dont you understand ?

Jessica.
The funds will not go into my account without a swift code .
This withdrawal will fail like the others if you dont use a swift code .
Please see attached form.
This is why it keeps failing .
I dont know why you cant do this properly .
Please advise

Nomoney666 Kanada
Publicerat den 12 januari 2020

I have received my funds finally on Saturday Jan 11

AskGamblers please close this and thank you for providing this form as I believe this is the only reason I got paid !
Thanks to Jessica from Mr Green for helping and the Mr Green chat team who I am sure I annoyed .
In the end I got paid that’s what matters but I have retired my online gaming after this experience because if it goes bad you are at the mercy of the casino.
Signing off

Publicerat den 13 januari 2020

Hello 'NOMONEY666',

Sorry for the delayed response over the weekend.

I am very happy to see that you have received the funds and I would just like to apologise again for all the inconvenience and frustration this caused, and really appreciate your cooperation and patience throughout this process.

There did seem to be some issues with the payment being processed which is why this took longer than it should have, however I am happy to see that this has been resolved and the funds have reached you.

If you need anything else at all from our side, please feel free to let us know.

Apologies again and wishing you a great day ahead!

Kind Regards,

The Mr Green Team

AskGamblers
Publicerat den 13 januari 2020

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.

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