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Bitch and Moan Mr. Green

Discussion in 'Online Casinos' started by osulle, Apr 21, 2016.

    Apr 21, 2016
  1. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Today I have had possibly one of the most frustrating experience in a long time. I requested a withdrawal from Mr. Green last night and expected to be paid fairly fast as per usual but it was still pending this morning. Contacted live chat and was told there was a high volume of withdrawals so that is why the payment has been delayed.

    Then a few hours later I get an email asking me to verify my account. I know I am verified with them for years but they say they can request you to verify your account at any time for security reasons. Fair enough. I sent them the documents copies of utility bill and bank statement (both PDF as my statements are online like a very large group of people).

    A couple of hours later I hear nothing so I contact live support only to be told that the documents were too long they only want one page. So I send them a one page copy of a doctors appointment letter taken by my mobile phone. So now I have to wait to see if this will be accepted. My utility bills have been accepted at almost every casino I play at and have never been told that more than one page is too long. I was told that my documents would be fast tracked to the verification team.

    To me this situation is unacceptable. I have been verified at Mr. Green for a long time and PDF copies of documents were acceptable the first time I got verified. My bank account has not changed my address has not changed. This re-verification should be a formality and should not be this much hassle.

    I probably wouldn't be so pissed off if the CS agent this morning told me that I needed to re-verify my account instead of giving me the BS story about large withdrawal volumes. And what makes me blow my top is that I had to contact support to find out that my documents were too long otherwise I probably would be waiting another day to hear that.

    Mr. Green used to be awesome what I want to know what happened? After all this hassle and still have yet to be paid I am not sure I want to play there anymore. This whole situation leaves a bad taste in my mouth.

    That's it Bitch and Moan/Rant over. But I am currently now saying boo to Mr. Green.

    Edit: I have flagged this post for Mr. Green Rep
     
    Last edited: Apr 21, 2016
    1 person likes this.
  2. Apr 22, 2016
  3. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Update. So I contacted live support again and was told that it will take 24-48 hours for documents to be verified.

    The documents were sent for approval at 5pm yesterday one hour after submitting them (the one page ones as requested because the original ones were too many pages:eek:). So documents were requested 17 hours after withdrawal request. Documents re-submitted as requested via live chat 2 hours after that, shortly before 4pm. Now I have to wait 24-48 hours from the 5pm time yesterday for the documents to be approved and to be paid. This the live chat stated is the quickest and efficient way of doing this.

    I am left wondering how come other casinos can do this very quickly. And as I have stated before I have been a customer at Mr. Green for over 2 years at least and am sure I have been verified before but what the heck it's no problem for me to do it again as I have nothing to hide. This time frame is too long for verification and payment in my opinion for a casino that has such a high ranking. At the very least the request for documents should have been made as soon as the withdrawal was requested and not 17 hours later. Going by their time frame the soonest I can expect to be paid will be around 5pm today but I am not holding my breath. Not sure I want to play at Mr. Green again in the future as this whole experience has left a very bad taste in my mouth.
     
    1 person likes this.
  4. Apr 22, 2016
  5. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Have you talked to Patryk? When it comes to this place it's stupid not to ask the rep for help with these kind of issues.

    I do also have had problems there, but since it was winnings from free spins I had to try and be nice :)
    Without Andy it wouldn't have been solved yet I think.
     
    1 person likes this.
  6. Apr 22, 2016
  7. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Thanks Tirilej I sent him a pm yesterday but I don't think he read it yet as he was last online yesterday 12:48pm. I miss Andy he was awesome and am sure would have had this issue resolved yesterday. Not a bad reflection on Patryk as he has yet to respond to my PM. I will keep the thread updated.
     
    1 person likes this.
  8. Apr 22, 2016
  9. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Final Update

    Final Update: I just got my payout. I am sure though if I had not contacted the casino several times I would still be waiting. Patryk did not reply to my PM and was not on site today. It's okay to have days off I suppose.

    Final note this is not the level of customer support I expect as a valued player of any casino. Frankly I am left feeling like Mr. Green doesn't care about it's customers. Maybe I am wrong but this is the impression I got dealing with CS in the last few days. Anyway I am happy that I got paid.

    Chhers:)
     
    2 people like this.
  10. Apr 25, 2016
  11. Patryk-MrGreen

    Patryk-MrGreen Dormant account

    Occupation:
    Head of Affiliates at MrGreen
    Location:
    Malta
    Hey Osulle,

    First of all please accept my apologise for this 'user experience'. Regardless that your winnings has been paid, i will contact you via PM in regards to additional compensation - so stay tuned Sir!


    And yes, i was off during this weekend:- )

    Kind Regards,
    Patryk
     
    2 people like this.
  12. Apr 25, 2016
  13. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Thank you for responding to me I appreciate it and thanks for the apology. BTW I am a girl so it would be MS:D
     
    1 person likes this.
  14. Apr 25, 2016
  15. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    Hey Osulle,

    I had the same a few weeks ago.
    Didn't want to make a big fuss out of it but I see there is more people who had the same issue.
    I also made a WD and shortly after I got an e-mail that I had to send in additional documents to verify my account.
    Whether this was and issue on MrGreen's end or not I do not know.

    But I e-mailed Terry,my VIP point of contact at MrGreen and he got my WD sorted right after he received my e-mail.
    Also he confirmed to me my account was fully verified and I should not have received that e-mail.

    For me the case was closed and I was very happy with the super quick response from Terry.

    Still don't like the new MrGreen website though,but that is just a matter of taste. :D:D
    The old casino skin was way easier to navigate around in and I prefer this above the new one.

    For the rest MrGreen is a bang on casino..No issue here. :thumbsup:
     
    1 person likes this.
  16. Apr 25, 2016
  17. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Thanks for sharing your experience. I wish I had a Terry to help me with my issue:) I am just glad that it got sorted out and my voice has been heard. I very rarely complain about casinos, I only post when I personally have had a very unpleasant experience. Before this Mr. Green was a bang on casino for me and hopefully it will be again in the future. I guess I want to feel valued as a player not looking for any freebies or anything.

    So here's to a trouble free future experience:)
     
    1 person likes this.
  18. Apr 25, 2016
  19. Patryk-MrGreen

    Patryk-MrGreen Dormant account

    Occupation:
    Head of Affiliates at MrGreen
    Location:
    Malta
    Hey Guys,

    Thanks a lot for your feedback. Payment and Fraud team is looking at this process right now. It seems like a technical issue. This will be fixed as soon as possible. Our customers and their experience are vital and most important for us!

    Kind Regards,
    Patryk
     
    2 people like this.

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