Mr Green blocked account - refund

[magicm]

I signed up to Mr Green and deposited £100 and after playing for about 30 mins and winning and now being up having £301 in my account I was suddenly logged out my account and blocked from getting back in.
Was told on their live chat I was blocked due to a self exclusion with sister site William Hill which had ended back in 2020.
I was told to reopen my account I would need to wait 24 hours and have a call back to reopen the account which I wasn't happy about so asked for a refund which they said they will process a refund request which they will escalate to their finance team for checking.
Now after 2 weeks getting nowhere they are requesting
In order for us to make the repayment, only the following is required.

Please submit the following documents:

Bank Statement: **XXXX (IBAN and Name).

I don't want to open my account back up with them after this, I just want to be refunded and don't want to send any documents and why are they asking for a bank statement.

 

[Mark_Lottomart]

This doesn’t make sense.

If your SE had ended and you genuinely were allowed an account at a sister casino and managed to win, why would you ask for a refund?

Also why would you not share the simple details they are asking for?

Something doesn’t seem right here.

Mark

 

[magicm]

At the time they wouldn't open the account straight away as they said: As part of our Responsible Gambling procedure for account reopening. Especially players, returning from Self Exclusion We don't want you to rush into re-opening your account. So, take 24 hours to think it over. Have a look at our Safer Gambling tools and see what support we offer.
So they said they would process a refund request of my full balance of £301 there and then and now they are asking for a bank statement.

 

[Mark_Lottomart]

At the time they wouldn't open the account straight away as they said: As part of our Responsible Gambling procedure for account reopening. Especially players, returning from Self Exclusion We don't want you to rush into re-opening your account. So, take 24 hours to think it over. Have a look at our Safer Gambling tools and see what support we offer.
So they said they would process a refund request of my full balance of £301 there and then and now they are asking for a bank statement.

24hr cool off is normal, so no worries there.

You call the £304 withdrawal a refund? It’s them paying your winnings? They just need to verify you?

 

[Jono777]

Just send the statement and you'll get your dosh.

Not sending it will only delay matters and stop you getting paid. Sure they MAY have to send it eventually without the documentation but this will only severely delay things and the only person affected will be yourself.

 

[spoo42]

Haven't mr green been removing people that have wh accounts anyway lately as you have to choose one or the other ? I had to choose recently and kept wh and eventually my Mr green account got deactivated.

Maybe your Mr green account wouldn't have lasted anyway due to this and they realised this? (at a guess!)

I'd also add as everyone saying already ,just send what they want and be done with it maybe

 

[justdoit]

they close my account also no idea why, looks like they pulling out of UKGC

 

[Ant1975]

they close my account also no idea why, looks like they pulling out of UKGC

Do you have a william hill account? Anyone who has a hills account had their mr green one closed.

 

[justdoit]

Do you have a william hill account? Anyone who has a hills account had their mr green one closed.

yes but I never play there

 

[spoo42]

Theyv been closing them anyway unless you state which site you want to keep. I never played at Mr green more or less but they still closed the account unless I asked them to close wh instead. Couldn't have both , only one.

 

[jasonuk]

I think there's some terminology confusion between refund (£100) and withdrawal (£301).

It's a bit of a weird edge case because Mr Green was acquired by William Hill in 2019 but stayed as two operational casinos, now 888 Holdings have acquired both in 2022 and they're looking to bring things together behind the scenes - one of those steps as others have mentioned is bringing William Hill and Mr Green together, and closing out secondary accounts.

Cross-operator SE rules can be problematic because the rules vary between mandatory and recommended and thus groups behave differently. As you've discovered they are enforcing the SE on your account by making you wait 24 hours to remove the block imposed by WH - but at least they're not trying to confiscate the £201 winnings as well (as is frequently the case with a COSE).

The operator needs to apply extra caution here because of the nature of the withdrawal - while I disagree that sharing highly sensitive bank statements are "simple details", I do appreciate that Mr Green need to be careful here because self-exclusion fraud (people who maliciously sign up with the intention to freeroll the casino by withdrawing winnings and claim back losses) is rife in the industry.