Casino Complaint Mr Green - no answer - maybe no payment?

[eu_lowroller]

Got now an email from the Manging Director "Mikael Pawlo" and he will look to this issue for me tommorow and speak with the austrian support team, what was going on.

At least it looks like, that they want to find a solution for me

Only patient to myself *lol*

[eu_lowroller]

Ok, now i got again an email, that my withdrawal is approved, but i can see this earliest tommorow morning in my account, that's why the balance is still available.

When even the Manager can answer to my emails within 10 minutes, why the support can't do this?

I'll tell you, when i got my withdrawal in my bank account

[eu_lowroller]

ok, now the withdrawal was still available, but after sending them again an email, to ask them, why my withdrawal is still pending, i got an fast answer, that they'll look into this, but now i wanted again to log in, but my account is yet closed for security reasons?

Edit 1: ok, got again an answer back: "Login to the account is closed temporarily (for a few minutes, we'll let you know when the investigation is finished) while our team is investigating why you still can see the funds, although they are in practice removed."

Edit 2: i don't know how much "few" minutes are in sweden, but now 3 hours ago and my account is still locked!

Edit 3: at least i got always fast answer from Mikael Pawlo, Kudos to him ;-) The last mail said "We have found a bug that makes the money visible in your account although they have been drawn. However, you can not cancel the withdrawal. We will investigate this further, since it is very strange that it affects only a very limited number of accounts (this is the first time we encounter the problem)."

So i hope i'll receive my money soon in my bank account and then i should probably really buy more patient for me

[GI Joe]

I have also played there...without luck. But I really like their slots....but I´m not surprised that you got a problem there.
I have send them several mails regarding a bonus issue - no reply - not a good sign.

Good luck in getting your funds

[vinylweatherman]

Originally Posted by eu_lowroller

ok, now the withdrawal was still available, but after sending them again an email, to ask them, why my withdrawal is still pending, i got an fast answer, that they'll look into this, but now i wanted again to log in, but my account is yet closed for security reasons?

Edit 1: ok, got again an answer back: "Login to the account is closed temporarily (for a few minutes, we'll let you know when the investigation is finished) while our team is investigating why you still can see the funds, although they are in practice removed."

Edit 2: i don't know how much "few" minutes are in sweden, but now 3 hours ago and my account is still locked!

Edit 3: at least i got always fast answer from Mikael Pawlo, Kudos to him ;-) The last mail said "We have found a bug that makes the money visible in your account although they have been drawn. However, you can not cancel the withdrawal. We will investigate this further, since it is very strange that it affects only a very limited number of accounts (this is the first time we encounter the problem)."

So i hope i'll receive my money soon in my bank account and then i should probably really buy more patient for me

Perhaps they cannot be SURE of this. If the bug somehow let you reverse funds already paid, the casino would be in a great deal of trouble from those seeking to exploit the bug.

Saying "a few minutes" was unwise, this is far too short a timeframe for any kind of "investigation", whether of a software bug, or a player's account. It raises a false expectation, which is crushed quickly, and this could make a player feel they are about to be cheated. At least you have an open line of communication with Mikael Pawlo.

[eu_lowroller]

Originally Posted by vinylweatherman

At least you have an open line of communication with Mikael Pawlo.

Yes he is really very nice, although it's not his job to communicate with customers, because for this they have actually a support team, but since they didn't answer, he must sorted this out.

He also told me, that i should inform him, when the money arrived my bank account and he'll give me a €10.- ND bonus for the inconvenience, so i think that i'll get the money on monday or tuesday and the bonus is certainly a fair gift.

I'll tell you all, when the money is available in my bank account

[jetset]

Perhaps this recent (this week) news heralds a better approach to customer communications:

MR. GREEN BEEFS UP CRM


Mikael Pawlo, managing director of the Mr. Green online casino, has announced major changes to the company's customer relationship management structure which will see a new London-based support centre headed by a highly experienced addition to the executive team at Mr. Green.

The support centre will service all Mr. Green operations, including those involved in its recent entry into the rapidly expanding Nordic market.

Stina Reutercrona has been appointed to head the new centre, reporting directly to Pawlo. With experience at top Scandinavian companies Telenor, Glocalnet and Scandinavian Airlines (SAS), Reutercrona will lead the further development of a new CRM system and set up the London base.

"I have gained useful experiences through my previous assignments which will be very useful in establishing a new CRM strategy for Mr Green to enhance the customer service," Reutercrona said of her appointment this week. "Mr Green has enjoyed a substantial increase in new customers and through this effort we aim to continue establishing ourselves as a responsible and customer-friendly online casino," she said.

Pawlo said that the company, the brainchild of two of the founders of the Betsson group, has expanded "incredibly fast" over the past year and consequently needed to expand and enhance customer relations services.

"Stina Reutercrona has the perfect background and through this management appointment we take the next step towards becoming more accessible in our customer relations," he added.

[eu_lowroller]

I've found another glitch in the casino, because normally i should get every day, when i make a login, 50 points and they deduct also every day 5 points, so i should get at least every day 45 points (every 1000 points give you 2 tickets for a lottery, on which you can win a little cash prize) i had on monday, after my playthrough with the €5.- free money, 1.700 points in my account and although i've logged in every day since that, i have now only 1.727 points, which is very strange, because i should have at least about 1.900.

[eu_lowroller]

Originally Posted by eu_lowroller

I've found another glitch in the casino, because normally i should get every day, when i make a login, 50 points and they deduct also every day 5 points

It was my error, because they don't deduct 5 points per day, but 5% from you full points

Btw. money received today on my bank account

Thanks!

P.S.: Can maybe someone edit my first post, or at least the thread title to "resolved"? thank you

[eu_lowroller]

Played today with a only €20.- deposit, got without any question a 20% (€4.-) Bonus, which i have to wager 25x the bonus (€100.-) and the bonus is after the WR non-cashable, so it's not a good deal, although i had so much luck and played now 3 hours and could again never loose.
My balance was at highest €115.- but then it goes a little back, so i cashed out €76.- so at least a win of €56.- and 3 hours of fun, because these slots are really very low varaince and they can also pay out big

Let's see how fast this cashout will be, because they told me, that my next cashout is surely much faster, because there were some troubles, which only happenss on very less accounts and certainly on mine. *lol*