Casino Complaint Mr Green: can't withdraw!

[davidtakala]

Hi everyone,

Really sorry that my first post is a complaint ;(

Since Mr Green had updated their website I'm not able to withdraw my winnings (3000 euros).
Their website gives all kind of error and I'm not able to request a withdrawal. Support is very unhelpful and refusing to process
my withdrawal manually. Looks like they don't have enough money to pay me
On the other hand, deposits are being processed without any issues at all!

So 3 days now and same reply that they will only process my withdrawal when website is repaired, no time frame given ( I asked few times, but this was just ignored).

Any feedback would be appreciated.

Thanks

 

[jetset]

This is a pretty solid outfit, so I'm sure these are just glitches caused by the recent revamp to their site.

I've flagged this thread for the Mr. Green management to see.

 

[davidtakala]

Thanks for that, jetset.

They should have just withdraw manually if they can't fix it within 3 days.

 

[mn001]

Try with a different browser and it will probably work... some netent casinos have bugs in internet explorer but when i switch to firefox it works. Just an idea. If this doesn't work, call them. Of course they can and will do it manually if everything else fails.

 

[davidtakala]

Thanks, mn001!

Tried all of them, same error. I have a nasty feeling it was made on purpose.
I send them a screenshot of the error and they confirmed that withdrawal is not working.
No excuses, no time frames. As I posted earlier why not process it manually?

 

[barc777]

Be really careful with them! The only reason for such behavior is either cash flow problems or they are looking for a reason to deny your winnings (since it's quite a large sum of money).
Really surprised to see them accredited if they behave in such way!

Do you have an error screen shot ?

 

[davidtakala]

 

[davidtakala]

one is for IE and the second one is for Firefox

 

[davidtakala]

Some of their replies below:

Good afternoon,

Withdrawals can not be processed at the moment. We will update you once we have resolved the problem.

Ystävällisin terveisin

Asiakastukesi

MrGreen – Elämysten nettikasino

Lisätietoja:

You do not have permission to view link Log in or register now.

--------------------------------
Hello,

You have not been ignored. We have replied to your enquiry several times both today and yesterday. Withdrawals will become possible once the technical problem on site has been resolved.
Viitaten aikaisempaan viestiin, Mr Green toimii täysin rehellisesti. Mr Greenillä on Maltan Lotteries and Gaming Authority LGA:n myöntämä kasinopelilisenssi ja toimintamme on sen mukaista.

Ystävällisin terveisin

Johanna

Asiakastukesi
MrGreen – Elämysten nettikasino

Lisätietoja:

You do not have permission to view link Log in or register now.

 

[sattty]

i withdrew from mr green on saturday and the money is still sat in my account as pending

then they asked me to supply ID docs..i sent them copies of my bank statement utility bill and copies of front and back of card used plus a copy of my birth certificate..i dont drive or have a passport which is why i sent birth certificate..all above mentioned docs have been exceptable at every casino i play online...

they then messaged me back and sent me a form that i had to get 2 people to fill in and also supply copies of there drivers license or passport as proof of there ID..they then had to confirm i was me..seemed well over the top to me neve rhad that happen before..i got a message of them confirming all docs recieved and accpeted...but my money is still sat pending..never known a casino take so long to pay out..

hope it just a one off delay...as frankly i like the casino..good graphics and some great slots to play..

 

[davidtakala]

I hope so too, sattty!

I have had few successful withdrawals (for much smaller amount).
My docs were verified so the only problem is money I'm scared that they will find an excuse for not paying or asking stupid requests (like they did in your case). I was sure they are solid like all the other accredited casinos here.

ANYONE, ANY IDEAS?

 

[sattty]

i have no issues with supplying the extra docs..just never had to do it before..

my withdrawel is no where near as big as urs...but its certainly a big enough sum for me...

 

[barc777]

I hope you get your money, David!

I noticed that Mr Green's representative was here at 5.31 PM but I guess he had nothing to tell us.
That's a very bad sign indeed... (sorry David)

If I was in your shoes I would have been furious! 3000 euros is a hell lot of money
May be Meister should consider adding Mr Green to another place...

 

[sattty]

they have just upgraded there site...dont think they would do that if they were about to rip players off..

il be annoyed if they do as i only played there cos they accreddited here....

 

[rainmaker]

.

Hello

I think that some of you need to calm down here. No need to put Mr Green into the rogue pit yet

I do not use them myself, but yes, I know that they have updated their site. This was done 3 days ago. As mentioned by jetset, I am sure that your withdrawal problems are related to this so no need to spculate about cash flow problems in my opinion.

Yes, it is a bit strange that they do not want to manually process your withdrawal. But I am sure that this will be quickly sorted out once the rep has been given some time to look at the case. Remember that this player is from Finland and the rep is the country manager for UK. Even the reps on this forum must be given some time to look into issues (or to delegate it further). It is early night in Malta and after office hours.

As for sattty, I think you also should raise your issue to the rep. If I understood you correctly, Mr Green asked you to submit a copy of your ID as well as copies of ID`s from two other people? That sounds very strange in my opinion. I think it is fair to get an explanation about this from the rep.

 

[sattty]

they asked me to do that because i could not supply them with a drivers license or passport...as i have neither...i did send my birth certificate instead which has always been excepted by other casinos...plus i sent all the normal utility bill and bank statement copy of card...

so sent me a form to get filled in by 2 people who could supply a drivers license or passport...they had to fill in there name and address and copy of drivers license

and confirm they knew me and i was me...

 

[rainmaker]

they asked me to do that because i could not supply them with a drivers license or passport...as i have neither...i did send my birth certificate instead which has always been excepted by other casinos...plus i sent all the normal utility bill and bank statement copy of card...

so sent me a form to get filled in by 2 people who could supply a drivers license or passport...they had to fill in there name and address and copy of drivers license

and confirm they knew me and i was me...

Sounds very strange to ask/require a player to submit copies of other peoples ID. The rep will probably read this thread again, I hope he will give us a general explanation about this.

 

[sattty]

the reason given to me when i ask was it was cos i could not supply a photo ID..ie passport or drivers license..so 2 references were requested

 

[LaHutti]

Wow, that almost sounds like you're trying to get clearance to enter the white house, and not simply be allowed to lose your money, over time, in an online casino.

 

[jonas]

Gentlemen,

Following the launch of our new site on Tuesday morning, some customers have experienced problems with requesting payouts online.

We are sorry for the occurrence, but please rest assured that we are addressing the issues causing this. Nevertheless, should you be in the unfortunate situation of having a problem with your payout request, please contact our customer support directly and they will sort it out immediately.

Since this afternoon we handle payouts manually for everyone with this problem.

mail: [email protected]
or
Phone: 0208 600 03 71 (UK), or +44 208 600 03 71 (From abroad)


Best regards,
Jonas at Mr Green

 

[sattty]

thanks for the reply jonas ....

 

[sattty]

just got this email from mr green...should stress that i did not message them first ..

so good to see ....


Dear John,

Thank you for the documents you have sent in. Your withdrawal request has now been processed and should be in your account within 2-5 working days. We would like to apologize for the delay and as a compensation we have added £15 bonus to your player account (normal wagering requirements apply).

We hope this is to your satisfaction. Should you have any further questions please do not hesitate to contact us.

Kind Regards

Riina

Payments Department

Mr Green - A Casino Playground

 

[rainmaker]

.

Thanks for your reply mister Green rep. Great to see that you will try to fix it as soon as possible. Problems may occur when sites are being updated/relaunched, especially when doing major changes. I think that most people will understand this. By the way, your casino looks better now. It probably runs much smoother as well.

But I think it is fair to also ask for your explanation regarding the ID procedure as mentioned in this thread. I have never seen or heard of any casino that has asked a customer to provide copies of ID from the player himself + 2 other people. The player has said in this thread that it was OK for him, but it would be interesting to know the casinos view of this since it may affect other customers.

 

[The Viking]

i really dont think this is good enough, not until op comes in here and talkes about his prob do they wake up, they should have done it manually from day 1 when probs occur that way he would have his money by now, not refusing to do it in the beginning , also there is no way i would accept asking 2 other people for ID, what will be next ?

.

Thanks for your reply mister Green rep. Great to see that you will try to fix it as soon as possible. Problems may occur when sites are being updated/relaunched, and especially when doing major changes. I think that most people will understand this. By the way, your casino looks better now. It probably runs much smoother as well.

But I think it is fair to also ask for your explanation regarding the ID procedure as mentioned in this thread. I have never seen or heard of any casino that has asked a customer to provide copies of identifications from the player himself + 2 other people. The player has said in this thread that it was OK for him, but it would be interesting to know the casinos view of this since it may affect other customers.

 

[P.V.]

.
But I think it is fair to also ask for your explanation regarding the ID procedure as mentioned in this thread. I have never seen or heard of any casino that has asked a customer to provide copies of ID from the player himself + 2 other people.

Interesting, never heard of this request.