Mr Green - Disappointing - A heads up...

[Slotster!]

Firstly, apologies for the lack of detail in this initial post - I was eager just to get a heads up out there and interested to hear if anyone else has experienced similar. When I get more time I'll furnish the thread with more detail.

Ok - I signed up at Mr Green a few (maybe six or seven?) months ago. Throughout that time I've been super impressed with the layout, the selection of games and the overall feel. Bar a few minor bugs - the software works great and the games are really good fun.

Throughout the time I've played there I've deposited ( as I do at every other casino ) via a combination of Skrill and MasterCard.

This is off the top of my head, but I've probably made upwards of 50 ish deposits and maybe 4 or 5 withdrawals. The majority of my deposits have been via my MasterCard - some via Skrill. All my withdrawals have been to Skrill.

What I've found is that, if I withdraw say 9am Tuesday - the cash would be with we sometime around midday the following day - all good!

All my withdrawals are fairly low - probably £100 - £200 ish - but no issues - they always hit Skrill the next day.

Now here's the thing...

I had a nice run there last Friday and withdrew £305 - leaving £100 in to play. More luck over the weekend and another £170 withdrawal. Then - Monday - a lovely DOA hit led me to make another £1600 withdrawal ( leaving another £200 in to play with of course!)

Here's where it went wrong.

£170 hits my Skrill - strange - what happened to the withdrawal before that? Ho hum...

Next day - I get an email saying that my account needed to be verified in order to process my withdrawal. I hadn't done that already? Ok - strange you've not needed it up to now but fair enough! All documents scanned and sent Tuesday - I messed up one by blocking out too many numbers on the CC copy but corrected this and CS contacted me to confirm all documents were fine and verified. So all good right?

No.

Wednesday. No withdrawal - an email from support saying they had passed the amount to payments
Thursday. No withdrawal - an email from support saying they were dealing with it

I log in - the money has been returned to my account.

I called them up and a chap called Chris explained that (after asking me if I reversed the withdrawal!!!) I would need to register a bank account and withdraw to there.

The salient points:

Mr Green, whilst promptly and politely replying to earlier emails - took over 16 hours to respond to the rest and completely ignored two I sent asking what the situation was.

Mr Green returned funds to my account completely without warning or explanation - in fact it was only because I logged in and rang them I noticed.

Mr Green seem to be able to pay to Skrill when it's a smaller amount, but its an issue when it's a slightly larger amount. It worries me greatly that a measly 2k seems to bring on the dragging things out and excuses

My Skrill account is also my primary email address under which all correspondence is made.

I've done nothing wrong and my account has been verified with the appropriate documents.

I don't want to register my bank account - why should I?

The Mr Green rep on the phone couldn't see why the money was back in my account from the audit trail - worrying to say the least.

I've not PM'd the rep as yet - this isn't intended to resolve my own personal problem necessarily - plus I've not got time to pull all the details and exact facts together just yet - if they read this and want to get in touch that's fine and I'll gladly engage.

I've not written off the £1900 as such, I just know that the 'bank account' routine is another delaying tactic as there's no reason whatsoever to not pay the withdrawal to the Skrill account of a fully verified member - an account to which they have made payments to before.

I've played at online casinos for over ten years - 32red, Intercasino, BlueSq - the list goes on - they all are able to pay me regularly and without any delay, hassle or excuses - and they have the courtesy to reply to all of my emails:

Apologies for any typos or slightly incorrect information, like I say, I'll elaborate better when I'm sat in front of a computer with more time.

this is the first time I feel as though I'm properly experiencing the dreaded runaround I've read about from so many other members.

I would be grateful for any other members experiences with withdrawals from Mr Green.


Disappointed.

 

[Respin_Ftw]

Yeah Mrgreen rep. Pls chip in! I want to know why it went like this aswell.

 

[clees42]

I think its pretty common practice for netent casinos to ask verification documents only when over 1-2k wins.
Also i suppose they tend to cancel pending withdraws when they ask for the documents.
The same happened to me at pokerihuone.com(15k win) and betsafe (2000 win).
Not a big deal in my opinion.

i think you are over reacting here. you just sent in the documents the day before yesterday.
You should give them more than 2 days to sort things out.

 

[Slotster!]

I think its pretty common practice for netent casinos to ask verification documents only when over 1-2k wins.
Also i suppose they tend to cancel pending withdraws when they ask for the documents.
The same happened to me at pokerihuone.com(15k win) and betsafe (2000 win).
Not a big deal in my opinion.

i think you are over reacting here. you just sent in the documents the day before yesterday.
You should give them more than 2 days to sort things out.

And the ridiculous email response times?
And the entirely ignored emails?
And the refusal to pay to Skrill?

The withdrawal was cancelled today - the documents were verified on Tuesday.

This does not have to be 'the norm' - we shouldn't accept it.


I'm not used to this treatment and I'm certainly not over reacting.

 

[Respin_Ftw]

Why should it take two more days to send the money to a webwallet previously used before? Its a press of a button. "Send money" -------> "Ok!" = Done!

 

[est129]

You're not over reacting. You simply demand the obvious and nothing more.

I didn't expected that Mr Green can delay withdrawals, really bad from their side.
It is strange that they requested to register a bank account to deposit the money there, since your deposit was through Skrill.

I'm curious to see the result of this case and i would also suggest to PM the rep here since he probably didn't read your topic yet.

 

[Slotster!]

You're not over reacting. You simply demand the obvious and nothing more.

I didn't expected that Mr Green can delay withdrawals, really bad from their side.
It is strange that they requested to register a bank account to deposit the money there, since your deposit was through Skrill.

I'm curious to see the result of this case and i would also suggest to PM the rep here since he probably didn't read your topic yet.

Sorry, to clarify, the VAST majority of my deposits are via my MasterCard ( of which they have scanned copies ) - they have exclusively paid me to Skrill.

Regardless - not sure where the bank account comes into the equation and the withdrawal reversal with no notification whatsoever.

 

[dunover]

Firstly, apologies for the lack of detail in this initial post - I was eager just to get a heads up out there and interested to hear if anyone else has experienced similar. When I get more time I'll furnish the thread with more detail.

Ok - I signed up at Mr Green a few (maybe six or seven?) months ago. Throughout that time I've been super impressed with the layout, the selection of games and the overall feel. Bar a few minor bugs - the software works great and the games are really good fun.

Throughout the time I've played there I've deposited ( as I do at every other casino ) via a combination of Skrill and MasterCard.

This is off the top of my head, but I've probably made upwards of 50 ish deposits and maybe 4 or 5 withdrawals. The majority of my deposits have been via my MasterCard - some via Skrill. All my withdrawals have been to Skrill.

What I've found is that, if I withdraw say 9am Tuesday - the cash would be with we sometime around midday the following day - all good!

All my withdrawals are fairly low - probably £100 - £200 ish - but no issues - they always hit Skrill the next day.

Now here's the thing...

I had a nice run there last Friday and withdrew £305 - leaving £100 in to play. More luck over the weekend and another £170 withdrawal. Then - Monday - a lovely DOA hit led me to make another £1600 withdrawal ( leaving another £200 in to play with of course!)

Here's where it went wrong.

£170 hits my Skrill - strange - what happened to the withdrawal before that? Ho hum...

Next day - I get an email saying that my account needed to be verified in order to process my withdrawal. I hadn't done that already? Ok - strange you've not needed it up to now but fair enough! All documents scanned and sent Tuesday - I messed up one by blocking out too many numbers on the CC copy but corrected this and CS contacted me to confirm all documents were fine and verified. So all good right?

No.

Wednesday. No withdrawal - an email from support saying they had passed the amount to payments
Thursday. No withdrawal - an email from support saying they were dealing with it

I log in - the money has been returned to my account.

I called them up and a chap called Chris explained that (after asking me if I reversed the withdrawal!!!) I would need to register a bank account and withdraw to there.

The salient points:

Mr Green, whilst promptly and politely replying to earlier emails - took over 16 hours to respond to the rest and completely ignored two I sent asking what the situation was.

Mr Green returned funds to my account completely without warning or explanation - in fact it was only because I logged in and rang them I noticed.

Mr Green seem to be able to pay to Skrill when it's a smaller amount, but its an issue when it's a slightly larger amount. It worries me greatly that a measly 2k seems to bring on the dragging things out and excuses

My Skrill account is also my primary email address under which all correspondence is made.

I've done nothing wrong and my account has been verified with the appropriate documents.

I don't want to register my bank account - why should I?

The Mr Green rep on the phone couldn't see why the money was back in my account from the audit trail - worrying to say the least.

I've not PM'd the rep as yet - this isn't intended to resolve my own personal problem necessarily - plus I've not got time to pull all the details and exact facts together just yet - if they read this and want to get in touch that's fine and I'll gladly engage.

I've not written off the £1900 as such, I just know that the 'bank account' routine is another delaying tactic as there's no reason whatsoever to not pay the withdrawal to the Skrill account of a fully verified member - an account to which they have made payments to before.

I've played at online casinos for over ten years - 32red, Intercasino, BlueSq - the list goes on - they all are able to pay me regularly and without any delay, hassle or excuses - and they have the courtesy to reply to all of my emails:

Apologies for any typos or slightly incorrect information, like I say, I'll elaborate better when I'm sat in front of a computer with more time.

this is the first time I feel as though I'm properly experiencing the dreaded runaround I've read about from so many other members.

I would be grateful for any other members experiences with withdrawals from Mr Green.


Disappointed.

You've every right to be pissed off. It follows a predictable pattern, when despite things seemingly being OK, problems occur when a decent win is had. Unusual delays in the correspondence, and lo and behold! you reverse the win. This is why, despite the adrenaline buzz of a decent win/profitable session which we all love, this is often countered afterwards by the dreaded anticipation of delays and BS before you get paid. I think you'll be paid OK, it's a good casino allegedly, and has some IGT software? and there are very few issues with places that use it.
Just don't give in to the reverse heebie jeebies.....

 

[Slotster!]

.
Just don't give in to the reverse heebie jeebies.....

Ha ha - no chance! I'd see the money go to charity before I'd spend it! Why would you when you're not sure if you'll get paid?! Might as well be Monopoly money.

I think I'm just frustrated because it was a nice little alternative games wise to MG - and had great iPad games.

What a shame.

 

[dunover]

Ha ha - no chance! I'd see the money go to charity before I'd spend it! Why would you when you're not sure if you'll get paid?! Might as well be Monopoly money.

I think I'm just frustrated because it was a nice little alternative games wise to MG - and had great iPad games.

What a shame.

You'll be paid, and I predict by the weekend. They have a rep here, make sure you PM them asap; they wouldn't risk losing accredited status over a relatively small amount. I think they are incompetent rather than malicious. Let us know.

 

[CraiGDaniel]

Well i have been lurking on here for a while and i have been wanting to play on Mr Green,was going to pop a nice little deposit on there but will see how this thread goes before i do. Keep us updated please OP and hope it all goes smoothly

 

[aceking123]

hi had the same problems with them , mine was more to do with id docs anyway put a withdrawal for around 700 got bounced , went onto blow the lot rep wasnt any help at all , cant see why the accredited in anyway shape or form.

 

[Slotster!]

Just to reiterate what I think is a crucial and worrying point. Mr Green opted to pay me the lowest of the three withdrawals (£170) without issue and prior to verification - regardless of the order the withdrawals were made. That implies human involvement, choice and decision.

As far as I'm concerned, if its £10 or £10,000 - the casino should pay you or not - the amount should never be the decisive factor.

That's when it starts to look a bit dodgy.

 

[dunover]

Just to reiterate what I think is a crucial and worrying point. Mr Green opted to pay me the lowest of the three withdrawals (£170) without issue and prior to verification - regardless of the order the withdrawals were made. That implies human involvement, choice and decision.

As far as I'm concerned, if its £10 or £10,000 - the casino should pay you or not - the amount should never be the decisive factor.

That's when it starts to look a bit dodgy.

Agreed. There is human input. I empathize with your opinion and reason behind it. It seems with many casinos the highs and lows continue after the playing has ended. It shouldn't be that way. Hit the PM to rep.

 

[dunover]

hi had the same problems with them , mine was more to do with id docs anyway put a withdrawal for around 700 got bounced , went onto blow the lot rep wasnt any help at all , cant see why the accredited in anyway shape or form.

Mmmm.....

 

[chuzzleaddict]

This sounds very iffy. I'll be interested to hear a response from the casino.

I've not joined up to Mr Green but have had a similar experience before at other places as soon as you hit a decent win and try to withdraw, they make things suddenly awkward. Not great, as I bet if you tried to deposit £2k, there wouldn't be any kind of problem on their side.

Let us know how all this goes. I hope you get paid,I reckon you will, but this delay is unfair.

 

[Mouche12]

I fully agree - this is a clear-cut case of delaying tactics. The OP HAD sent his verification docs, so why would his bank account details be required? It defers all logic.

Also, I don't understand why the amount was put back into the OP's account. It would usually remain pending. I'm sure payment will eventually be made, but I can fully appreciate that the OP has had quite enough of Mr Green (even if he's an (accredited) gentleman).

 

[Slotster!]

Ok, I just checked.

Used Skrill to deposit with them six times since the beginning of August 2012 - three withdrawals. Lol!

Loads and loads more deposits on my card ( that they have scanned copies of )
[EDIT] As I was on a roll - I just added up my card deposits as well. Now THAT made for depressing reading... Jeez - why on earth these guys have not paid is beyond me - a blind man in another room with a balaclava on backwards can see that I'm an idiot. In summary - it's a LOT more than my 'fifty or so' estimate up there. A lot lot more [END EDIT]

Just wanted to make doubly certain there was some in and out via Skrill - but it's all there.

Bit depressed I've only made three withdrawals to be honest.

Nothing new there then.

I'll keep you in the loop.

 

[clees42]

Just to reiterate what I think is a crucial and worrying point. Mr Green opted to pay me the lowest of the three withdrawals (£170) without issue and prior to verification - regardless of the order the withdrawals were made. That implies human involvement, choice and decision.

You are jumping in to conclusions here. They could have automated system to block all withdraws over 1k and automatically payout withdraws less than that. Even if they ask you for verification documents, doesnt mean they would block the lower payouts in the meantime.

This is from their site

3.3.3. The payment manager at Mr Green will carry out additional verification procedures for any payout exceeding the equivalent of €1000 or cumulative withdrawals exceeding €2300, and further reserves the right to carry out such verification procedures in case of lower payouts. Such verifications may for example include copies of a member’s passport and/or copies of a member’s utility bills.

 

[Slotster!]

This is from their site

Yep, got that.

I won't even get into why they paid the £170 but not the £305 - despite the fact the £305 came first? Funny that!

All docs supplied, confirmed as ok.

Outcome =

Money put back in my account, withdrawal declined. I found this out by accident when I logged in.

They are entitled to request those documents of course. Once provided, I'm entitled to the courtesy of being kept informed accurately, my emails being answered,

and my money.

 

[Seventh777]

As far as asking for re-verification goes I can understand it but do not necessarily agree with it, however, asking for bank details before they release your funds, stinks of delaying tactics enforced by the return of your withdrawal, I would be totally pissed off also, and imho for good reason.

 

[Slotster!]

As far as asking for re-verification goes I can understand it but do not necessarily agree with it, however, asking for bank details before they release your funds, stinks of delaying tactics enforced by the return of your withdrawal, I would be totally pissed off also, and imho for good reason.

Yeah - I had no issue with supplying the docs. To be honest, it's something I've very rarely had to do but rules are rules so no worries on that score. Actually, the more I think about it, the bank excuse makes even less sense. Surely if it was for my benefit - it would be much safer paying a method that I'd already used and they had used to pay me? That's the safest of all! No, let's insist on setting up a entirely new withdrawal method instead.

They know who I am, they've had a load of money out of me and its dead easy to pay out my winnings to a place I've paid them from. You can't send it back to MasterCard so chuck it in my Skrill account like you have before - AND LIKE EVERY OTHER CASINO I PLAY AT DOES.

Nope, it's intentional IMHO - no doubt about it.

P.S When I hit that nice Dead or Alive hit - I posted it to the Winner Screenshots thread "woo hoo! Mr Green rule yippeeeee!!!" Etc. Now I look like a dick!

 

[Mouche12]

Yeah - I had no issue with supplying the docs. To be honest, it's something I've very rarely had to do but rules are rules so no worries on that score. Actually, the more I think about it, the bank excuse makes even less sense. Surely if it was for my benefit - it would be much safer paying a method that I'd already used and they had used to pay me? That's the safest of all! No, let's insist on setting up a entirely new withdrawal method instead.

They know who I am, they've had a load of money out of me and its dead easy to pay out my winnings to a place I've paid them from. You can't send it back to MasterCard so chuck it in my Skrill account like you have before - AND LIKE EVERY OTHER CASINO I PLAY AT DOES.

Nope, it's intentional IMHO - no doubt about it.

P.S When I hit that nice Dead or Alive hit - I posted it to the Winner Screenshots thread "woo hoo! Mr Green rule yippeeeee!!!" Etc. Now I look like a dick!

I am sure you will get paid Slotster, but perhaps Brian should be notified, because this behaviour is unbecoming of an accredited casino. They secretly hope that you gamble it all back, but I know you won't!

 

[Slotster!]

this behaviour is unbecoming of an accredited casino.!

And some...

That was the point of the thread really, a heads up. It's fantastic that the reps for a lot of the operators here can sort things out and make stuff happen - but it's important people know what is happening out there without and prior to any intervention.

Yeah - pretty low trick putting the money back into balance eh? I might be an idiot - but I'm not that much of an idiot. Ironically, if they'd have paid up - I bet I would have blown most of it back legitimately by now, loved every minute and been back for more!

 

[Jasminebed]

I'm not a Mr Green customer, but it seems similiar to other NetEnt casinos.

I'm not sure about your country, but here payments cannot be made back to Mastercard, even prepaid ones, perhaps why they want to pay back to your bank?

Agree they should have kept you better informed, but I'm of the opinion that under 24 hours probably doesn't warrant a grumble, at least not in public.

Could it be that 170 fit within the amount deposited/withdrawn by Skrill, but $305 did not?

Please pm the rep with the account details he needs to look into it for you. It's a great resource for us CM members, and one you should not be shy to take advantage of.

I also think it's fine you share, and I hope you are soon posting a happy resolution.