Mr green credit check

Gazgreen

New Member
PABinit
Joined
Jun 18, 2019
Location
England
I stopped gambling three years ago and have not looked back. I self excluded from everywere, online and high street, did a spot of counciling, all happy days. Last Saturday i checked my credit report only to find that bloody my green had performed a soft check on me. Of course its not the end of the world, but when my wife sees it, she will worry that the bad old days have returned. I have contacted there customer service team, but as with all these things they just brushed it under the rug, and are ignoring me. Anyway, i personal think this is bad form and should not happen. Any advise on this would this help.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I'd like to add a note here that the OP has tried the PAB route but as of last week Mr Green / Redbet folks are telling us they won't be discussing player complaints.
They say that any player with a complaint is asked to go to them directly -- as if they haven't already done that -- or follow the Terms regarding complaints which usually means to go to their designated ADR.
The impact and result of this "talk to the hand" position of theirs is being assessed and the appropriate action will be taken in due course.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I stopped gambling three years ago and have not looked back. I self excluded from everywere, online and high street, did a spot of counciling, all happy days. Last Saturday i checked my credit report only to find that bloody my green had performed a soft check on me. Of course its not the end of the world, but when my wife sees it, she will worry that the bad old days have returned. I have contacted there customer service team, but as with all these things they just brushed it under the rug, and are ignoring me. Anyway, i personal think this is bad form and should not happen. Any advise on this would this help.

Good to hear that you have managed to get over your gambling, not easiest thing to do! If MrGreen is included to operators you have been self-excluded, it (at least for me) sound very weird that they are running any kind of checks on you and this have left mark to your credit report, they shouldn't contact you by any means as you are self-excluded and i would count that to be contact at somekind as you can see it when you try to stay out of gambling and to take an account that you have survived in your battle to get back to gambling, which i assume have cause problems to your family life and as you pointed out, your wife for sure is worried to see that and think what you have done to cause it.

I would at least send them complaint (this most probably is over support chat capability to provide answer) and ask explanation from them and then also note UKGC about the issue that they are running kind of check without you taking any contact or action to them what could explain something. So if you are self-excluded from MrGreen, make them to explain why this has happened and report them to UKGC, would assume that they are not happy when operators do anything with self-excluded players and that do cause harm to your personal life as an self-excluded person you don't want to see casinos name anywhere or anyhow connected to you for various reasons.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I'd like to add a note here that the OP has tried the PAB route but as of last week Mr Green / Redbet folks are telling us they won't be discussing player complaints.
They say that any player with a complaint is asked to go to them directly -- as if they haven't already done that -- or follow the Terms regarding complaints which usually means to go to their designated ADR.
The impact and result of this "talk to the hand" position of theirs is being assessed and the appropriate action will be taken in due course.

There is no reason having a rep if they refuse to discuss player complaints, other than that its for promotions. I don't think they should be allowed one without the other.

This is my response to them

Jess
Hi Colin, how are you?
How can I help :)
Colin :
Hi Jess, could you close my account please
Jess
Of course I can assist with this sorry to hear you wish to do this. May I ask do you feel you are in control of your gambling?
Colin :
Yes, it isn't for responsible gambling reasons
Jess
Ok can I ask for the reason please and also can you tell me which option is best for you from the below :
Time out – With this option we offer you to temporarily block your account for any period between 24 hours and 6 weeks. Your account will be automatically re-opened after this period has elapsed.
Temporary closure – This kind of closure applies to customers who do not have issues with their gambling habits. With this option the account would be closed until you wish to re-open the account. If you would like re-open the account, you are requested to contact our customer service and the account will be re-opened.
Colin :
Temporary closure
As of last week you are not discussing player complaints with third parties, so I feel uneasy that if I have a complaint it can only be looked at by your ADR rather than me having the choice
Jess
This has been done for you and will be confirmed by email shortly
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Seems to be a lot of veteran companies shunning CM's arbitration as of late. Almost as if......they used the platform to tout their wares and are now flipping CM the bird

It's not just us, from what I can tell other third-party services are being treated the same way.

FWIW the common factor that I've seen with this rash of "can't discuss" BS lately is corporatization: when the small casinos that we've known well and worked with are bought up by a large casino group the old relationship goes out the window and the legal department steps in to close the door. The point being that you go from having a one-on-one relationship with individuals to a non-relationship with Compliance departments and their primary purpose is to follow the letter of the law, period.

The smaller indy casinos almost never go this route, as long as they stay indy.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
FYI, Mr Green is now part of William Hill ...

Quite so. And as you know WillHill (online) has long been one of the worst when it comes to dealing with player complaints.
 
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