Resolved Another Mr Green - Verification/Withdrawal Nightmare

[chuzzleaddict]

Despite other users posting their bad experiences of being given the royal run-around by Mr. Green when it comes to verification docs, I still wanted to join up to them as they were one of the few casinos I hadn’t joined online and fancied a change. However, unfortunately I have to report back that I too am suffering the issues with verification after attempting to make my first decent amount withdrawal. On Wednesday evening – after depositing and wagering well over £1k, I found myself in profit enough to make a withdrawal worthwhile. I wanted to withdraw one amount back to a credit card, and the rest directly to my bank account. The credit card was one I had used to deposit on this, and other occasions, and the bank account was stored from a previous smaller withdrawal.


Anyway, I was half expecting to receive a request for documents and the next day, this duly arrived. I immediately submitted everything that was requested, including: full driving license showing photo, full address, full name, DOB, etc, photos of front and bank of both cards used, a bank statement showing full address, and 2 other government issued documents showing my full name and address. All of these docs have been used before at other casinos resulting in prompt verification. The reply came back that I needed to re-submit the photos of the back of cards as they were unclear, so again, I promptly did this. I was then asked again for proof of address. Baffled, as many of my documents already showed my address and were government issued, I then found another government issued document showing my address, photographed clearly and submitted.


A reply came back then saying that the card photos were now acceptable and that “all that is outstanding is a proof of address and your withdrawal can be processed”! I AGAIN replied stating that many of my documents had shown my proof of address already but re-sent them and included a brand new document this time, another credit card statement from only days ago, showing my full name and address at the top.

So after sending that, I then received an email saying they now needed another form of PHOTO ID! Photo ID was never requested in the first place and why on earth does a casino who has never even met me in person need a photo ID! Trying to avoid further delay, I duly sent a copy of my passport this time! This is above and beyond the level of documents I would be expected to provide for a application for a job with the CIA! By now, laughable.

Now to add insult to injury, I just had a reply AGAIN saying that I need to cancel my withdrawal and start a new one 'to my visa card'? I do not want the full amount to my visa card however, so have asked for clarification on what is meant by this. I want the amount I deposited from my visa, back to my visa, but the rest of it to my bank account which is registered there and has been used before for a lower withdrawal with no issue. WHAT THE HECK IS GOING ON HERE??? It doesn't help that I seem to be dealing with 3 different people at any one time, 2 help reps and 1 in payments all who don't seem to be talking to each other?


I feel very frustrated and annoyed that although I am very clearly a legitimate customer which you could tell at even a glance over my documents which are all in order and clear, that I am still being given the royal run-around like this. DELAY DELAY DELAY, I don’t think I will be playing at Mr. Green again now even though I will probably be fully verified and not have to go through this again, I am still put off. Most other casinos, and trust me I belong to A LOT – have always received the docs, usually the same ones as above, and then replied promptly with “thank you, you are now fully verified” – why make it so hard Mr Green! Is my measly withdrawal really worth hanging on to for those few extra days?!

I will copy this to Mr Green rep.

 

[Aliatam]

We are looking into this matter and we have requested further information from the player. We will update and resolve the issue as soon as possible.

Ali

Despite other users posting their bad experiences of being given the royal run-around by Mr. Green when it comes to verification docs, I still wanted to join up to them as they were one of the few casinos I hadn’t joined online and fancied a change. However, unfortunately I have to report back that I too am suffering the issues with verification after attempting to make my first decent amount withdrawal. On Wednesday evening – after depositing and wagering well over £1k, I found myself in profit enough to make a withdrawal worthwhile. I wanted to withdraw one amount back to a credit card, and the rest directly to my bank account. The credit card was one I had used to deposit on this, and other occasions, and the bank account was stored from a previous smaller withdrawal.


Anyway, I was half expecting to receive a request for documents and the next day, this duly arrived. I immediately submitted everything that was requested, including: full driving license showing photo, full address, full name, DOB, etc, photos of front and bank of both cards used, a bank statement showing full address, and 2 other government issued documents showing my full name and address. All of these docs have been used before at other casinos resulting in prompt verification. The reply came back that I needed to re-submit the photos of the back of cards as they were unclear, so again, I promptly did this. I was then asked again for proof of address. Baffled, as many of my documents already showed my address and were government issued, I then found another government issued document showing my address, photographed clearly and submitted.


A reply came back then saying that the card photos were now acceptable and that “all that is outstanding is a proof of address and your withdrawal can be processed”! I AGAIN replied stating that many of my documents had shown my proof of address already but re-sent them and included a brand new document this time, another credit card statement from only days ago, showing my full name and address at the top.

So after sending that, I then received an email saying they now needed another form of PHOTO ID! Photo ID was never requested in the first place and why on earth does a casino who has never even met me in person need a photo ID! Trying to avoid further delay, I duly sent a copy of my passport this time! This is above and beyond the level of documents I would be expected to provide for a application for a job with the CIA! By now, laughable.

Now to add insult to injury, I just had a reply AGAIN saying that I need to cancel my withdrawal and start a new one 'to my visa card'? I do not want the full amount to my visa card however, so have asked for clarification on what is meant by this. I want the amount I deposited from my visa, back to my visa, but the rest of it to my bank account which is registered there and has been used before for a lower withdrawal with no issue. WHAT THE HECK IS GOING ON HERE??? It doesn't help that I seem to be dealing with 3 different people at any one time, 2 help reps and 1 in payments all who don't seem to be talking to each other?


I feel very frustrated and annoyed that although I am very clearly a legitimate customer which you could tell at even a glance over my documents which are all in order and clear, that I am still being given the royal run-around like this. DELAY DELAY DELAY, I don’t think I will be playing at Mr. Green again now even though I will probably be fully verified and not have to go through this again, I am still put off. Most other casinos, and trust me I belong to A LOT – have always received the docs, usually the same ones as above, and then replied promptly with “thank you, you are now fully verified” – why make it so hard Mr Green! Is my measly withdrawal really worth hanging on to for those few extra days?!

I will copy this to Mr Green rep.

 

[chuzzleaddict]

Just had this when asked why I had to cancel withdrawal and ask for it again to my visa card:
_______________________________________________________-
Thank you for your email.

I understand you are frustrated with this procedure but unfortunately we will require you to cancel your withdrawal and request a new one to your Visa Card.
Once this is done we will process you withdrawal for you

Kindly reply to this email if you want to get in touch with us regarding your enquiry.

Kind Regards,

Leah
Customer Service
Mr Green - A Casino Playground
_______________________________________________________

I was seeking clarification as to why it has to go to my Visa card, when I wanted it partly to my Visa and partly to my bank account. My Visa is a credit card and withdrawing any higher figure than I had requested, will leave me with a high balance on a credit card I rarely use, when I want the money to my bank account where it can be used! Surely it is my money to decide where it goes? Why am I having all this hassle, it is causing major stress to just get some money back that is mine! They had no trouble taking my high-figure deposits left right and centre!

 

[ChopleyIOM]

It does sound like you're having a bit of a nightmare chuzzle but Mr Green have been flagged up for this sort of behaviour loads of times at CM here in the past. (Which you acknowledge in your opening post!)

What I don't understand is why start depositing large amounts of cash at a casino you've never played at before?

At the end of the day all an online casino really is, is just a frontend skin for a backend software provider's server infrastructure.

If we assume they're all running the same slots at the same RTPs, why not simply stick to casinos that you know will pay quickly and not mess you around?

I have enough casinos on my 'trusted list' as it were to cover all the software providers, and I honestly see no reason to ever play anywhere else other than, for example, 32Red if I want to play MG slots.

 

[chuzzleaddict]

Hi Chopley,

I hadn't started with huge deposits, and was having no problem withdrawing smaller amounts. It was when a (relatively) decent withdrawal came in to play, that all the issues kicked off - which seemed to happen to other members here at the same point.

Also the fact that the casino was accredited etc here, made me think it would all be OK in the grand scheme, which it probably will BUT still a word of warning about the unfair level of stress. I had joined a new casino for a change and to see if I were treated any better as a VIP than I had been elsewhere, so just testing the waters on that side of things.

 

[ChopleyIOM]

Hi Chopley,

I hadn't started with huge deposits, and was having no problem withdrawing smaller amounts. It was when a (relatively) decent withdrawal came in to play, that all the issues kicked off - which seemed to happen to other members here at the same point.

Also the fact that the casino was accredited etc here, made me think it would all be OK in the grand scheme, which it probably will BUT still a word of warning about the unfair level of stress.

Fair enough chuzzle but the same point still stands, I've had a look at Mr Green's site and they haven't got any kind of slot exclusives so I still don't understand the point of playing there over a casino you already know and have made decent withdrawals in the past running those softwares.

If you're hunting around for decent SUBs then I can understand (not that there are much in the way of EV+ offers around these days).

As for a casino being accredited being a saving grace, don't always bet on it, I got jerked around by three accredited casinos on relatively small withdrawals (I've documented those cases here on the forums), they did pay in the end but it was far more stress than it should have been. Looking back I should have lodged a proper complaint but I was still pretty new to posting at CM at the time so I didn't.

 

[Nifty29]

Chuzzle.

I would pm max and Bryan about this, given it is an ongoing problem that is unacceptable at an Accredited Casino.

 

[chuzzleaddict]

Cheers Nifty, I may well do this.

After a bit more backing and forthing with 'Leah' from their CS, I have been forced to cancel my withdrawal (part visa, part bank account) and withdraw it ALL to my Visa which is really unfortunate because my Visa is my credit card and will put my credit card balance way 'in the plus' and I needed those funds in my bank account. They said I could not due to money laundering regulations, how would I now be a money launderer if you just took every piece of my identity apart from basically a DNA sample? SO why have the bank account option on there? Which I've used before for other withdrawals. *sigh*
I couldn't be bothered to fight it. This was an exhausting few days of this nonsense. And as far as I know, the total has now been processed to my Visa. Not ideal, but I will just have to try and get my Visa company to somehow give me that surplus money back from the credit card (£900 so not an amount I can just 'spend' easily on a credit card I barely use).. without charging a ridiculous fee.

Another concern is that in making me cancel my withdrawal, were they hoping I'd have a moment of weakness and play/lose? Dirty tricks if so.

 

[ChopleyIOM]

I will just have to try and get my Visa company to somehow give me that money back from my credit card without charging a ridiculous fee.

If you cancel the card they'll transfer any positive balance to a bank account of your choice, but of course the card would be cancelled in the process!

Your other option is taking the 3% hit on grabbing it from an ATM as a cash advance.

 

[chuzzleaddict]

Yeh, will talk to card company and see if they say I can transfer the balance that is in credit, and if not (or if expensive fee) I will take the hit and get the cash out.

 

[dpp00]

another 2 pence worth, (i must be up to 10p by now)

for the sake of your own sanity, please never ask anyone who works anywhere in any business of anykind

to do more then one thing at a time,its only begging for delays,confusion,and looks of dismay,

you cannot just go about looking to have your winnings paid the way you want them, after all that brings up the logistical nightmare

of the operative pushing 2 buttons.

 

[chuzzleaddict]

another 2 pence worth, (i must be up to 10p by now)

for the sake of your own sanity, please never ask anyone who works anywhere in any business of anykind

to do more then one thing at a time,its only begging for delays,confusion,and looks of dismay,

you cannot just go about looking to have your winnings paid the way you want them, after all that brings up the logistical nightmare

of the operative pushing 2 buttons.

None of this happened, really. I submitted my withdrawals via the online cashier, at which point no human operative is involved, just myself splitting the amount in 2 and sending one withdrawal to my credit card and one to my bank account. No further action from them was required. The fact that two different CS operatives started communicating with me must have been due to their shift patterns but still managed to cause confusion, which is not the fault of the customer, rather more the fault of their internal communications.

 

[chuzzleaddict]

PS - I just detected the sarcasm Sorry, I have Aspergers!

 

[dpp00]

PS - I just detected the sarcasm Sorry, I have Aspergers!

Well i tried to include a smiley,

but i haven't advanced to that level yet,

hope they sort it for you

 

[jjezebel37]

Despite other users posting their bad experiences of being given the royal run-around by Mr. Green when it comes to verification docs, I still wanted to join up to them as they were one of the few casinos I hadn’t joined online and fancied a change. However, unfortunately I have to report back that I too am suffering the issues with verification after attempting to make my first decent amount withdrawal. On Wednesday evening – after depositing and wagering well over £1k, I found myself in profit enough to make a withdrawal worthwhile. I wanted to withdraw one amount back to a credit card, and the rest directly to my bank account. The credit card was one I had used to deposit on this, and other occasions, and the bank account was stored from a previous smaller withdrawal.


Anyway, I was half expecting to receive a request for documents and the next day, this duly arrived. I immediately submitted everything that was requested, including: full driving license showing photo, full address, full name, DOB, etc, photos of front and bank of both cards used, a bank statement showing full address, and 2 other government issued documents showing my full name and address. All of these docs have been used before at other casinos resulting in prompt verification. The reply came back that I needed to re-submit the photos of the back of cards as they were unclear, so again, I promptly did this. I was then asked again for proof of address. Baffled, as many of my documents already showed my address and were government issued, I then found another government issued document showing my address, photographed clearly and submitted.


A reply came back then saying that the card photos were now acceptable and that “all that is outstanding is a proof of address and your withdrawal can be processed”! I AGAIN replied stating that many of my documents had shown my proof of address already but re-sent them and included a brand new document this time, another credit card statement from only days ago, showing my full name and address at the top.

So after sending that, I then received an email saying they now needed another form of PHOTO ID! Photo ID was never requested in the first place and why on earth does a casino who has never even met me in person need a photo ID! Trying to avoid further delay, I duly sent a copy of my passport this time! This is above and beyond the level of documents I would be expected to provide for a application for a job with the CIA! By now, laughable.

Now to add insult to injury, I just had a reply AGAIN saying that I need to cancel my withdrawal and start a new one 'to my visa card'? I do not want the full amount to my visa card however, so have asked for clarification on what is meant by this. I want the amount I deposited from my visa, back to my visa, but the rest of it to my bank account which is registered there and has been used before for a lower withdrawal with no issue. WHAT THE HECK IS GOING ON HERE??? It doesn't help that I seem to be dealing with 3 different people at any one time, 2 help reps and 1 in payments all who don't seem to be talking to each other?


I feel very frustrated and annoyed that although I am very clearly a legitimate customer which you could tell at even a glance over my documents which are all in order and clear, that I am still being given the royal run-around like this. DELAY DELAY DELAY, I don’t think I will be playing at Mr. Green again now even though I will probably be fully verified and not have to go through this again, I am still put off. Most other casinos, and trust me I belong to A LOT – have always received the docs, usually the same ones as above, and then replied promptly with “thank you, you are now fully verified” – why make it so hard Mr Green! Is my measly withdrawal really worth hanging on to for those few extra days?!

I will copy this to Mr Green rep.

I absolutely do not blame you for being pee'd off, i'd be livid.

I had the same problem with another group and what annoyed me the most was the miss-communication with their CS.........

I had started to deposit at this casino but i'll be damned if i do again if i have to go through this tedious process!!

 

[clees42]

I couldn't be bothered to fight it. This was an exhausting few days of this nonsense. And as far as I know, the total has now been processed to my Visa. Not ideal, but I will just have to try and get my Visa company to somehow give me that surplus money back from the credit card (£900 so not an amount I can just 'spend' easily on a credit card I barely use).. without charging a ridiculous fee.

Usually you can transfer the positive credit card balance to your bank account or withdraw at atm for minimal fee(maybe 2£/€/$)

 

[Mouche12]

I am awaiting the announcement that Mr. Green has left the accredited section...

Thank you in advance!

 

[chuzzleaddict]

Have let Bryan know about this thread.

Another thing that wound me up was the use of the term along the lines of "I will send all documents through to the payments department in order for them to make a decision". I'm not sure if it was a language divide or me being overly sensitive but I really felt at times during the communications that everything was being done to hold back this money, maybe in an attempt to get me to just go on the site, reverse, and play the funds instead. I did not want or need payments to "make a decision" about giving me money that was rightfully and lawfully mine and almost felt at any moment they would find yet another reason to delay.

 

[Mouche12]

Have let Bryan know about this thread.

Another thing that wound me up was the use of the term along the lines of "I will send all documents through to the payments department in order for them to make a decision". I'm not sure if it was a language divide or me being overly sensitive but I really felt at times during the communications that everything was being done to hold back this money, maybe in an attempt to get me to just go on the site, reverse, and play the funds instead. I did not want or need payments to "make a decision" about giving me money that was rightfully and lawfully mine and almost felt at any moment they would find yet another reason to delay.

Yes, Chuzzleaddict, it smells of delaying tactics, also taking into account other, similar stories about Mr. Green's "payment strategies" here at CM.

 

[smcinoz]

Curious to see what the rep comes back with

 

[wobble33]

guys

i opened up an account here the other day. i put my home phone number in rather than the mobile, and of course i could not activate the account because they send a text to your mobile with a code to activate it. i went on live chat and she said you need to send us a e-mail with your mobile number and they will change this for me. so i sent the e-mail and it bounced at the address she give me! i went and looked further into the site because i would of being depositing via neteller. but you cant withdraw to neteller??? wtf? didnt bother with this place.

 

[aceking123]

chuzzle no need to worry i had the whole same problem , i jst gave them the 800 odd i couldnt withdraw due to them being silly & closed my account stick to your guns ! dont spend it back ! as the forum has pointed out it isnt the first time theyve been taking the pi$$ with things . good luck anyway )

 

[vinylweatherman]

Cheers Nifty, I may well do this.

After a bit more backing and forthing with 'Leah' from their CS, I have been forced to cancel my withdrawal (part visa, part bank account) and withdraw it ALL to my Visa which is really unfortunate because my Visa is my credit card and will put my credit card balance way 'in the plus' and I needed those funds in my bank account. They said I could not due to money laundering regulations, how would I now be a money launderer if you just took every piece of my identity apart from basically a DNA sample? SO why have the bank account option on there? Which I've used before for other withdrawals. *sigh*
I couldn't be bothered to fight it. This was an exhausting few days of this nonsense. And as far as I know, the total has now been processed to my Visa. Not ideal, but I will just have to try and get my Visa company to somehow give me that surplus money back from the credit card (£900 so not an amount I can just 'spend' easily on a credit card I barely use).. without charging a ridiculous fee.

Another concern is that in making me cancel my withdrawal, were they hoping I'd have a moment of weakness and play/lose? Dirty tricks if so.

The banks beg to differ. They see large positive balances placed on credit cards as a money laundering risk, and don't like it. Some even have terms and conditions about this. The reason seems to be that money can be piled onto a credit card and then moved out of the country by making a large purchase.

A casino where you can deposit, but not withdraw, with Neteller rings alarm bells with me, and would mean I would avoid it. Although I have seen a small number of casinos that don't have Neteller listed at all, the vast majority support Neteller for deposits and withdrawals. Coupled with the reported problems with documents, it looks like an operation that is too small to support a wide range of options, and is being ultra careful about letting money leak from the business by getting shafted by fraudsters.

For getting the money off the card, this may be simpler than it seems. I have had this happen too, resulting in a large positive balance on my Barclaycard. On request, Barclays returned the surplus to my bank account, and there were no fees. Card companies are likely to cooperate because they are not supposed to allow large positive balances to sit on credit cards. In fact, some will take the initiative and contact the customer to insist that the money be transferred to a bank account, or paid out via a check. It should not be necessary to close the card to get the money back.

A debit card may be a better option, as withdrawals sent back to debit cards simply end up in the bank account. Most credit cards now levy fees for gambling deposits, treating them as cash advances rather than retail purchases.

 

[Sovietsky]

Another thing I might add is their wagering on free spins is not good. I use their free spins when they offer and the wager is x35. I won about 10€ on the free spins and my wager was little above 1000. I ask the chatt and they said I had some old bonus or something but I always nullify my account before taking a bonus or freespins.
This is not the first time where the wagering was 100x or higher despite I had no other bonuses or money in my account.



They do however pay if you win on either free spins or deposit.

 

[P.V.]

Despite other users posting their bad experiences of being given the royal run-around by Mr. Green when it comes to verification docs, I still wanted to join up to them as they were one of the few casinos I hadn’t joined online and fancied a change. However, unfortunately I have to report back that I too am suffering the issues with verification after attempting to make my first decent amount withdrawal. On Wednesday evening – after depositing and wagering well over £1k, I found myself in profit enough to make a withdrawal worthwhile. I wanted to withdraw one amount back to a credit card, and the rest directly to my bank account. The credit card was one I had used to deposit on this, and other occasions, and the bank account was stored from a previous smaller withdrawal.


Anyway, I was half expecting to receive a request for documents and the next day, this duly arrived. I immediately submitted everything that was requested, including: full driving license showing photo, full address, full name, DOB, etc, photos of front and bank of both cards used, a bank statement showing full address, and 2 other government issued documents showing my full name and address. All of these docs have been used before at other casinos resulting in prompt verification. The reply came back that I needed to re-submit the photos of the back of cards as they were unclear, so again, I promptly did this. I was then asked again for proof of address. Baffled, as many of my documents already showed my address and were government issued, I then found another government issued document showing my address, photographed clearly and submitted.


A reply came back then saying that the card photos were now acceptable and that “all that is outstanding is a proof of address and your withdrawal can be processed”! I AGAIN replied stating that many of my documents had shown my proof of address already but re-sent them and included a brand new document this time, another credit card statement from only days ago, showing my full name and address at the top.

So after sending that, I then received an email saying they now needed another form of PHOTO ID! Photo ID was never requested in the first place and why on earth does a casino who has never even met me in person need a photo ID! Trying to avoid further delay, I duly sent a copy of my passport this time! This is above and beyond the level of documents I would be expected to provide for a application for a job with the CIA! By now, laughable.

Now to add insult to injury, I just had a reply AGAIN saying that I need to cancel my withdrawal and start a new one 'to my visa card'? I do not want the full amount to my visa card however, so have asked for clarification on what is meant by this. I want the amount I deposited from my visa, back to my visa, but the rest of it to my bank account which is registered there and has been used before for a lower withdrawal with no issue. WHAT THE HECK IS GOING ON HERE??? It doesn't help that I seem to be dealing with 3 different people at any one time, 2 help reps and 1 in payments all who don't seem to be talking to each other?


I feel very frustrated and annoyed that although I am very clearly a legitimate customer which you could tell at even a glance over my documents which are all in order and clear, that I am still being given the royal run-around like this. DELAY DELAY DELAY, I don’t think I will be playing at Mr. Green again now even though I will probably be fully verified and not have to go through this again, I am still put off. Most other casinos, and trust me I belong to A LOT – have always received the docs, usually the same ones as above, and then replied promptly with “thank you, you are now fully verified” – why make it so hard Mr Green! Is my measly withdrawal really worth hanging on to for those few extra days?!

I will copy this to Mr Green rep.

This is crazy what you're going through to verify your doc's.

Another doc. problem here: https://www.casinomeister.com/forums/threads/betsafe-and-verification-issues.55367/

Wonder if CM would consider a section dedicated to document requests as these type complaints are all around the forum.

Maybe a section titled Document Verification or something like that.