Casino Complaint Mr Green: can't withdraw!

Regarding the quite unorthodox request for the ID verification, without going into details about the person, this is our take:
- The customer in question was unable to provide us with proper ID (Driver’s license or Passport).
- A birth certificate is not a valid form of identification. What other casinos do are irrelevant, we need to have a proper ID to follow our licensing requirements.
- The above is underlined by the provided birth certificate itself with the text “Warning: A certificate is not evidence of identity”.
- Therefore, he was asked to either get a couple of family members OR a partner OR an employee to sign a form - acting as people verifying this customer's identity. They were of course required to send in their ID's for us to be sure that they are over 18 years of age.
We understand that our customer(s) might find this odd, but at this moment this is the only method that we can use to identify a customer who has not got a passport or driving license.

We hope this gives a satisfactory reply on the question on the identification.

As always, should you have any question please do not hesitate to contact our Customer Service (support@mrgreen.com)

Best regards,
Jonas at Mr Green
 
Hey,

Looks like everyone is happy except me ;:)mad:

I HAVE NOT been updated at all by Mr Green or jonas. Withdrawals are still not working and I sent them an email asking to process it manually (this will be 5th or 6th time since this error).

Also, jonas told us that Mr Green started manual withdrawals since yesterday afternoon. Well, I asked AFTER that time and nothing happened... Different rules for different withdrawal amounts or just lies again.:mad:

I will keep you updated
 
Hey,

Looks like everyone is happy except me ;:)mad:

I HAVE NOT been updated at all by Mr Green or jonas. Withdrawals are still not working and I sent them an email asking to process it manually (this will be 5th or 6th time since this error).

Also, jonas told us that Mr Green started manual withdrawals since yesterday afternoon. Well, I asked AFTER that time and nothing happened... Different rules for different withdrawal amounts or just lies again.:mad:

I will keep you updated

Please note that our Customer Support is very busy at the moment trying to catch up with all the pending cases from the last days. Our Payments Team is working 24/7 to handle all cases, and since they need to this manually at the moment it takes longer than usual. We ask you kindly to be patient and everything will be solved and your withdrawal will be processed.

PM me your account details and I will check the status. However, I'm not happy to discuss specific cases so either PM me or send me an e-mail at jonas.daag@mrgreen.com.

Best regards,
Jonas at Mr Green
 
Regarding the quite unorthodox request for the ID verification, without going into details about the person, this is our take:
- The customer in question was unable to provide us with proper ID (Driver’s license or Passport).
- A birth certificate is not a valid form of identification. What other casinos do are irrelevant, we need to have a proper ID to follow our licensing requirements.
- The above is underlined by the provided birth certificate itself with the text “Warning: A certificate is not evidence of identity”.
- Therefore, he was asked to either get a couple of family members OR a partner OR an employee to sign a form - acting as people verifying this customer's identity. They were of course required to send in their ID's for us to be sure that they are over 18 years of age.
We understand that our customer(s) might find this odd, but at this moment this is the only method that we can use to identify a customer who has not got a passport or driving license.

We hope this gives a satisfactory reply on the question on the identification.

As always, should you have any question please do not hesitate to contact our Customer Service (support@mrgreen.com)

Best regards,
Jonas at Mr Green


This is just another way of asking for a "Notarised ID". The problem some players will have withy this is that they have to involve others, and this can be a problem if they want to keep their gambling secret from their partner, family, employer etc. The others also have to send in their documents, and even if not a problem for the player, could be a problem for the others involved who will want to know where their documents are going.

The problem is down to the documents being provided by many countries being unsuitable for online verification. The discussion centres around two points:-

1) Why will some governments simply not bring their ID documents and procedures up to date such that citizens can partake of internet commerce where their ID needs to be verified.

2) Governments ARE satisfied that the documents currently supplied are good enough for online ID verification, but is is CASINOS that are being awkward about it and trying to do it "on the cheap" using "off the shelf" procedures that are NOT always suitable for the country in question.

It is something that governments and regulators need to address, so that honest players are not screwed over simply because they don't drive or travel abroad as a lifestyle choice, or even down to a medical issue.

The UK is one of these "difficult" countries because there is no national ID card scheme, and the driving licence is widely used as a proxy ID card. Other ID card schemes are part private, part local authority, and although they follow a national standard, there is no one overall design or format - it varies from council to council. Worse, unlike other countries, there is no facility to get an "ID only" driving license photo card - at least one category has to have been tested for, and passed, even if there is no intention to ever use it. The passport option is not as simple as it used to be, since border control, rather than ID verification, is it's main function. If you have one, fine, but if you have never needed one until a casino asks for it you have a MINIMUM of 6 weeks to wait, over £100 to pay, and have to travel to a place of interview that can be some way off.

If you are a UK player, and have a passport, DON'T let it lapse. Even if you have no plans to cross the border, it can come in handy if you encounter problems at a casino. It will also be handy if you win one of those big prizes from a casino competition (which is why I got mine in the first place, after 45 years without one).

Until this issue is sorted out, players who have no other photo ID should consider getting a passport just in case they encounter such problems, even if "other casinos" have been happy to verify them by other means, or small wins have been paid out without ID issues.
 
i too had a problem with them verifying me , as my passport had ran out although i did send it along with a goverment self employed tax id card they still wouldnt have it , so the 900 pound withdrawal i just spanked back to then & closed the account , goes to show that things still arnt correct when this was months ago , but they met accred.:rolleyes:
 
We all are following your story, David. I really do hope you will get your money! Don't be lazy to update us ;)
You should have gone to proper casino, such as 32RED or 3Dice. Any problems with them are resolved in a timely manner and with a smile.
All the best, pal!
 
Thank you for your support, everyone!

Finally they have repaired withdrawal page and I managed to submit my withdrawal request.
I was asked to provide a copy of my bank statement (although I have already been paid before) and I will send them when I get back home.
Will keep you updated and really hope to resolve this soon.
 
They asked new documents from you for delay your payout. Some bad casinos do it and it's called "stalling technique":mad: ( weekend is coming)
 
I was promised by jonas and their support that after I send my bank statement my payment will be processed IMMEDIATELY. That's simply no true as their are ignoring my emails now! I also sent emails personally to jonas, no reply.
On the bright side, I just won 600 eur from 1.5eur bet at Piggy Riches at Mr Green. So my total PENDING withdrawal is at 3.6k now!
I worry more and more! Jonas, please reply me, don't make me worry so much :(
 
Thanks everyone!

Looks like the issue is sorted now as they told me that my withdrawal was sent to their payment provider who will process it on Monday. I really hope that's true and will let everyone know when the funds arrive.

BTW, my latest win of 600 eur came from 50 eur they credited to my account as a gift.
 
I was promised by jonas and their support that after I send my bank statement my payment will be processed IMMEDIATELY. That's simply no true as their are ignoring my emails now! I also sent emails personally to jonas, no reply.
On the bright side, I just won 600 eur from 1.5eur bet at Piggy Riches at Mr Green. So my total PENDING withdrawal is at 3.6k now!
I worry more and more! Jonas, please reply me, don't make me worry so much :(

Just been reading through this thread. For a person who is worried more and more I find if a bit strange that you continued to play. Congrats on your win however.
Mr Green is accredited for a good reason. Seems some forum members are too quick to make a judgement about this casino in this thread. There is always two sides to a story.
Have you been paid yet
 
We all are following your story, David. I really do hope you will get your money! Don't be lazy to update us ;)
You should have gone to proper casino, such as 32RED or 3Dice. Any problems with them are resolved in a timely manner and with a smile.
All the best, pal!

Personally i think Mrgreen is a great casino never had complaints about em.Almost never heard complaints about them.And with other Casinos same thing.Don't like the way you putted that sentence(just my opinion).Like others have said Mrgreen is a accred casino for a reason.
 
:)
Personally i think Mrgreen is a great casino never had complaints about em.Almost never heard complaints about them.And with other Casinos same thing.Don't like the way you putted that sentence(just my opinion).Like others have said Mrgreen is a accred casino for a reason.

Spot on CakeKing.
There is nothing to suggest that Mr Green is anything but a proper casino just because of this thread.
Off to go play there right now.
 

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