MrGreen Issue

Hi All

This is my first post here, after browsing the site for months! I am pretty experienced with online gambling..

I was playing Blackjack at MRGREEN last week, and I had a £10 stake. I was in my opinion winning the hand, I cannot remember exact details, but I had 21.. I was waiting for the dealer hand. Not going to lie, I felt like I was on a winning run.

The game lost connection. Stake gone, no win either. Showed as PENDING HAND in transaction History.

I complained via chat. Got told to clear cookies.. Did that. No money.

Complained via chat again, was told to wait upto five days for a result.. This annoyed me a bit... But ok..

Got irritated, sent an email Complaint. No response..

Live chatted again next day. Stake returned after a few hours.. But no email or explanation..

My question is... Should I not have had the completed hand winnings returned? I do not know for sure I would have won but I am 99% sure. Also the fact I had no message from Mr Green has kind of irritated me.. I mean their customer service has probably been the worst out of any casino I have ever used so far sadly.. I have had issues with casinos before and they usually fix it within a few hours, give me an explanation and the completed winnings...

I am not sure if I expect too much? Let me know your thoughts..

I know it isnt loads of money but customer service wise.. Not impressed.

What did Andy, the CM rep, have to say about your issue?

I assume you sent him a PM from his page here, https://www.casinomeister.com/forums/members/34727/ before posting your complaint to give him a chance to look into it for you (you are required to do this but I assume you didn't).

Give Andy a chance, he is one of the best in the business.

A dealer 21 could have resulted in a push.
If that was the case you are no worse off.

petro said:

A dealer 21 could have resulted in a push.
If that was the case you are no worse off.

Click to expand...

And from my experience of online computer BJ probably would have...

Unfortunately if there is any error in any game or slot the casinos terms state the bet is void.

So unfortunately all you could expect is your stake back which you received. I know that's not great especially when you think you might have won but that's best you could hope for. Did you PM the rep Andy on here if you were not happy with chat or email answers as hes a great guy that would look into it for you.

Thanks for the heads up folks! You're stars!

Casino2014man - Sorry to hear about your issues.
It can happen either with server side issues or your local connection.
Usually though it's void if the bet isn't taken or if it is then the hand is settled later.
Pending is unusual

Drop me a message with your email address and I'll get on it for you.

Cheers
Andy

Hi All

Thanks for the responses!

I was more posting here to see what the general view was, whether I should leave it or contact the rep as sometimes I can have a tendency to over moan with things like this and wasn't sure whether it was a normal experience as their customer service left a lot to be desired imo.

I know the hand might have lost but it seemed unlikely!

Andy - will pm you now

Thanks all.

Hi Again

Just to confirm Andy has resolved this for me

Thanks Andy for the quick help!

Casino2014man said:

Hi All

The game lost connection. Stake gone, no win either. Showed as PENDING HAND in transaction History.

My question is... Should I not have had the completed hand winnings returned? I do not know for sure I would have won but I am 99% sure. Also the fact I had no message from Mr Green has kind of irritated me.. I mean their customer service has probably been the worst out of any casino I have ever used so far sadly.. I have had issues with casinos before and they usually fix it within a few hours, give me an explanation and the completed winnings...

I am not sure if I expect too much? Let me know your thoughts..

I know it isnt loads of money but customer service wise.. Not impressed.

Click to expand...

Something similar happened to me on a different website. When the connection is interrupted before the outcome of your bet is shown, the bet is set to void and your stake returned. The connection must have failed before it was known whether you won or not. Example, when you play slots and the connection is lost the reels keep spinning but everything you see on the screen is just graphics and doesn't really mean anything. The graphics on your screen might give you the impression that you won and but then you log back in the money you bet is returned. In your case you had to wait longer for the system to return your money.

Probably the money was returned by the system and nobody followed up on your query, hence nobody replied to your email. Customer service wise, in my opinion your case was handled really poorly, it doesn't take 5 minutes to reply to an email even if just out of courtesy, and it takes even less to call a client or leave a message. How would they handle themselves with a more serious issue I wonder?