Mr Green - Disappointing - A heads up...

[Slotster!]

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Could it be that 170 fit within the amount deposited/withdrawn by Skrill, but $305 did not?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

Hiya!

Yeah, I can't withdraw to my MasterCard either - but that is kind of irrelevant - I don't want to and I haven't asked them to. Nor have I asked them to come up with an alternative. Just the same old way.

No, the £170 does not correlate to any deposit amount via Skrill - either would've made no difference on that score.

I'm not grumbling as such, ok, we'll I am - but sharing this sort of experience is absolutely crucial. Forget timescales, I've been treated like a mug customer who the casino think they can dick about.

It's not under 24 hours, my docs were verified on Tuesday however, again, that's really not the point. The money is sat playable in my account for no good reason. They have a perfectly valid, tried and tested way to pay me.

They just decided not to.

 

[dunover]

Hope there has been some progress on this. Payment should have been made by now, and as you say you have Skrill which means you are verified already - I thought that was part of the reason they love webwallets. Oh, of course the reason they love webwallets is that they are safe from chargebacks when they don't pay winnings. Unlike a credit card, when you can argue you have not received goods/services which were reasonable to expect when proceeding with your transaction with the vendor (some good casinos actually DO consider it reasonable to pay winnings lol..) and can legitimately get refunded.
When you purchase casino chips, you are buying REAL PLAY and if the casino makes a retrospective decision that results in your play effectively being play chips then you can argue for a card company refund. I don't refer to this case though, just a reference.
Anyway, rant over back to the subject, as webwallets are quick and convenient for casino deposits so should refunds be too - it should cut both ways.

 

[CasinoBen]

Hi Slotster,

The only thing that I can comment on is the request for documents, even after you had made prior withdrawals without having to verify your account. With the LGA license operators are required to follow AML guidelines, within these guidelines we are required to ask for the account to be verified after a certain number of withdrawals or when total withdrawals get over a certain amount.

I saw another comment stating that most Netent casinos do this, and I would assume that is because the majority of major Netent casinos are licensed in Malta.

I hope that you get your cash!!

Ben

 

[Slotster!]

Hi Slotster,

The only thing that I can comment on is the request for documents, even after you had made prior withdrawals without having to verify your account. With the LGA license operators are required to follow AML guidelines, within these guidelines we are required to ask for the account to be verified after a certain number of withdrawals or when total withdrawals get over a certain amount.

I saw another comment stating that most Netent casinos do this, and I would assume that is because the majority of major Netent casinos are licensed in Malta.

I hope that you get your cash!!

Ben

Yep. I've no issues with the verification process, you sign up to that when you play. To be honest, because I get asked so rarely (mind you - I play at very few sites nowadays), and I'd already been paid - I guessed I'd either done it or they didn't need it. Either way, nothing explains the bank account nonsense, the poor support or the returning of a withdrawal to a playable balance WITHOUT WARNING, NOTIFICATION OR EXPLANATION. Even when I noticed and called them they didn't really know - just assumed I'd reversed it...

Not good.

No updates to report as yet. When they were generic 'we're looking into it' type responses, they typically replied between 6-8am (GMT). When it was a direct question, they didn't reply at all.

I'll see what happens today.

 

[jonas]

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.

Dear Phil,

I will investigate the case straight away. Seems that something went wrong here. If so, we shall of course sort it out as soon as possible for you.
I will get back with more info later today.

Best regards,
Jonas

 

[vinylweatherman]

Perhaps they had run out of money in your currency in their Skrill merchant account, which would take at least 3 days to rectify. They may have decided that they could pay in ONE day to a bank account, so thought this the best option. If so, they failed to communicate this properly, so it comes across as something bad.

I have had this a number of times with casinos, and it is usually a matter of giving them an extra 3 days to refill their merchant account. It last happened with my monumental withdrawal from Lucky Nugget. Only half was paid, and when I queried this I was told that I had cleaned out their Neteller merchant account in UK pounds, and that they were moving the rest in from their bank, which would take 3 days. The other half was paid at the end of the same week. Oddly enough, this was STILL much quicker than their usual 10 day wait on "large withdrawals", no doubt helped by the publicity my win got on the forum.

Now this case has had similar publicity, check your Skrill this evening - it'll probably be there

 

[quber]

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!

This is the bit I don't understand with Casinos withholding or delaying payments. We can't play the money back until we have it and we lose any enjoyment we may have felt for the winnings and the Casino, well done slotster for not using it.

One of the most important things to a player is getting their winnings when they want them, I understand the need for verification but that is not the issue here, but holding the payment and even sticking it back in the account so it can be played is wrong.

If it is just a mixup with having no funds in their account as VWM suggests then that should be communicated.

I would now close my account and never play there again.

 

[Marie2473]

Jonas - the rep stated that he will look into it. Hopefully you will soon have your money.

 

[Slotster!]

Perhaps they had run out of money in your currency in their Skrill merchant account, which would take at least 3 days to rectify. They may have decided that they could pay in ONE day to a bank account, so thought this the best option. If so, they failed to communicate this properly, so it comes across as something bad.

I have had this a number of times with casinos, and it is usually a matter of giving them an extra 3 days to refill their merchant account. It last happened with my monumental withdrawal from Lucky Nugget. Only half was paid, and when I queried this I was told that I had cleaned out their Neteller merchant account in UK pounds, and that they were moving the rest in from their bank, which would take 3 days. The other half was paid at the end of the same week. Oddly enough, this was STILL much quicker than their usual 10 day wait on "large withdrawals", no doubt helped by the publicity my win got on the forum.

Now this case has had similar publicity, check your Skrill this evening - it'll probably be there

Hmmm... Could be. I really don't know which way to call it.

In a way, even though a casino 'running out of money in their Skrill account' is pretty poor, I really hope it is something that simple and they deserve a slap on the wrists for not fessing up.

The fact remains, when and how can it ever be acceptable for a casino to return a withdrawal to playable balance with no notification or correspondence to the player whatsoever, and then ask if I reversed it when I call up. Amazing.

 

[Slotster!]

Just a quick update.

True to his word, Jonas has picked this up and progressed the withdrawal aspect of the issue almost to completion - so that's appreciated.

I do need to update properly however once this is entirely dealt with and post a fair overview of events, addressing the other concerns around an otherwise previously enjoyable experience playing at Mr Green.

What I will do is wait for Jonas to post the operator perspective before I respond accordingly.

 

[jonas]

First of all I would like to confirm that the case has been solved. However, I would like to quickly explain why the payment team and customer support agent was acting as “slotser!” described.

Due to security and anti-fraud reasons we have a policy to just accept withdrawals to the same payment method as the deposit came from. This game session had a deposit from a payment method where a withdrawal was not possible.

Normally these withdrawals would be redirected to the customer via bank transfer however since “slotser!” previously had several deposits (and withdrawals) via Skrill, as well as providing full KYC documentation, he shall of course be able to withdraw money to his Skrill account.

For this oversight, Mr Green would like to formally apologize for any inconvenience caused to the customer.

Best regards,
Jonas

 

[Slotster!]

Ok - thank you Jonas for picking this up and, as far as I'm concerned personally, resolving the outstanding issues.

Mr Green have fulfilled my withdrawal to Skrill ( more than my withdrawal amount actually ) and, from the moment the rep here has been involved - the communication has been prompt, polite and effective.

I can't fault the actions of the rep here at Casinomeister.

See, here"s the thing. Whilst I am hugely grateful in relation to Jonas sorting my own individual issue out here and for the promptness and efficiency of the service - what if I didn't have access or was aware of this resource? Imagine if I was just some other guy making my deposits and crossing my fingers my withdrawals would be paid.

Lets be clear here - this site is awesome. Through hard work, reputation and credibility the Casinomeister has built up a resource that makes operators take notice. That's amazing and I"m honoured to have been a microscopic insignificant voyeuristic part of that journey -but what about the poor average players out there that aren't? I don't want to have been helped because I'm here. I want to have been helped because the casino realised they could have dealt with this better, made amends and taken action to ensure this won't happen again.

Ok. Thank you Mr Green for re-appraising my situation and realising how absurd your actions were. I hope your corrective actions will escalate down to every single player that you are privileged to welcome, with each and every one treated fairly and with the respect each customer deserves.

 

[amourgirl]

Perhaps they had run out of money in your currency in their Skrill merchant account, which would take at least 3 days to rectify.)

I doubt that, the amount I have deposited there. plenty of GBP for them. I have yet to withdraw despite playing 6 months plus. so WTG OP! hope all ends well.

 

[amourgirl]

Ok - thank you Jonas for picking this up and, as far as I'm concerned personally, resolving the outstanding issues.

Mr Green have fulfilled my withdrawal to Skrill ( more than my withdrawal amount actually ) and, from the moment the rep here has been involved - the communication has been prompt, polite and effective.

I can't fault the actions of the rep here at Casinomeister.

See, here"s the thing. Whilst I am hugely grateful in relation to Jonas sorting my own individual issue out here and for the promptness and efficiency of the service - what if I didn't have access or was aware of this resource? Imagine if I was just some other guy making my deposits and crossing my fingers my withdrawals would be paid.

Lets be clear here - this site is awesome. Through hard work, reputation and credibility the Casinomeister has built up a resource that makes operators take notice. That's amazing and I"m honoured to have been a microscopic insignificant voyeuristic part of that journey -but what about the poor average players out there that aren't? I don't want to have been helped because I'm here. I want to have been helped because the casino realised they could have dealt with this better, made amends and taken action to ensure this won't happen again.

Ok. Thank you Mr Green for re-appraising my situation and realising how absurd your actions were. I hope your corrective actions will escalate down to every single player that you are privileged to welcome, with each and every one treated fairly and with the respect each customer deserves.

Very well said. Hear Hear! Lets hope all casinos pay attention to that, not just Mr G.

 

[vinylweatherman]

First of all I would like to confirm that the case has been solved. However, I would like to quickly explain why the payment team and customer support agent was acting as “slotser!” described.

Due to security and anti-fraud reasons we have a policy to just accept withdrawals to the same payment method as the deposit came from. This game session had a deposit from a payment method where a withdrawal was not possible.

Normally these withdrawals would be redirected to the customer via bank transfer however since “slotser!” previously had several deposits (and withdrawals) via Skrill, as well as providing full KYC documentation, he shall of course be able to withdraw money to his Skrill account.

For this oversight, Mr Green would like to formally apologize for any inconvenience caused to the customer.

Best regards,
Jonas

This policy does not make sense. It seems your security team feel that a withdrawal to a completely new method (bank transfer) is more secure than one to a method (Skrill) that the player has used many times to make deposits.

This gives the hacker a way out with the players' money.

The scenario starts with a hack that gets the players' information, and enough to pose as the player and open a bank account in their name that the hacker controls (this is a common fraud). Next, one of the players' deposit methods is hacked, in particular one that cannot be withdrawn to. The hacker deposits this way and after some play requests a withdrawal. Since the player has already been KYC verified, there is no document hurdle to pass. The hacker does NOT want the withdrawal to be directed to another deposit option that would then need to be hacked, so they play to this bank wire policy as a means to get this money out by a different route, the bank account opened in the players' name. The money then leaves the system before the player notices.

It is evident from the forum that player accounts ARE getting hacked, and their money is either played away or an attempt is made to withdraw it by a new method.

The innocent player would prefer the withdrawal to an existing method already used before, such as the Skrill account in this case, over a completely new method that they have to go to the trouble of setting up.

Many players prefer to keep their main bank well out of this, even though they may still use a card from a different issuer. Things do go wrong, and they don't want their main bank account caught up in any fallout. US players in particular who fail to heed this have suffered from having their main household bank accounts frozen or drained of funds.

The Betfair fiasco also showed that players from outside the US could find a payment pulled back by an operator in the event of a dispute, the problem with this being that it can create havoc by pushing the account that pays the household bills into the red, racking up hundreds in charges. The collateral damage of something going wrong with an eWallet is usually confined to the players' online gambling, so does not impact on essential household matters provided they have been gambling responsibly.

It seems this is the modern equivalent of the casino insisting on sending a cheque, something that has often been the subject of a complaint.

 

[dunover]

Ok - thank you Jonas for picking this up and, as far as I'm concerned personally, resolving the outstanding issues.

Mr Green have fulfilled my withdrawal to Skrill ( more than my withdrawal amount actually ) and, from the moment the rep here has been involved - the communication has been prompt, polite and effective.

I can't fault the actions of the rep here at Casinomeister.

See, here"s the thing. Whilst I am hugely grateful in relation to Jonas sorting my own individual issue out here and for the promptness and efficiency of the service - what if I didn't have access or was aware of this resource? Imagine if I was just some other guy making my deposits and crossing my fingers my withdrawals would be paid.

Lets be clear here - this site is awesome. Through hard work, reputation and credibility the Casinomeister has built up a resource that makes operators take notice. That's amazing and I"m honoured to have been a microscopic insignificant voyeuristic part of that journey -but what about the poor average players out there that aren't? I don't want to have been helped because I'm here. I want to have been helped because the casino realised they could have dealt with this better, made amends and taken action to ensure this won't happen again.

Ok. Thank you Mr Green for re-appraising my situation and realising how absurd your actions were. I hope your corrective actions will escalate down to every single player that you are privileged to welcome, with each and every one treated fairly and with the respect each customer deserves.

A succinct and praiseworthy post. I told you you would get paid by the weekend, and not to worry and I'm glad that's transpired.

It is though, another case of players having to jump through hoops, and another example of the exhilaration and optimism following a good win being immediately countered by the am-I-going-to-be-paid? feeling in the pit of ones stomach.

As you stated, rapid payout increases the likelihood of redepositing and is better for players and the casinos. Congrats on your win, when Skrill gets it to your bank account treat yourself to something.

 

[spintee]

Old mr green, I had a bad experance with them but the truth is they couldnt be any nicer, Best help ive had from any casino, I made a depo and try to withdraw 100 just to make sure it is all good, any way they ask me for docs, I have no photo I.D This is cause trouble I used to be in I havnt really had time to send of for a new pass port and as I baned from driving theres not much else you can have with photo on, Any way they ask docs from two people such as family so I sorted that out, low my dads passport had run out (got new now) cut along story short they rang me back on a few times, I managed to send of the docs but I had another problem, as I used a paypal card to depo it has not got no numbers on what they wanted for withdraw (should be simple but no) , so had to use my bank card to withdraw, after alot of trouble I recived my wins with no probs, Just if I had my own photo I.D it shouldnt of been a problem, But I recieved my win ok and help couldnt be much better, more help than laddys and 32 red
I have depo there after but now I have a new bank card, I tried asking live help yestoday 11/1/1213 but no response as I do not want to go threw that prosses again just of a change in my bank card number

I stick to my local nightmares, as all the yrs I been gambling I have ony been ask twice to send docs in and the 1st 1 was only a copy of card

 

[Shawn80]

First. I have browsed thru the answers in this thread, so I hope I don't repeat anything.

The verification is a legal thing against money laundering. I have had the same verification in all NetEnt/Malta casinos where I wanted to withdraw over a certain amount.

I think this is a regularity thing from the Malta gambling association.
Proof of name/address and that you own your credit card.
Standard stuff.

MrGreen do pay everything out if there are no legal issues.

(I was really irritated when Mr Green refused to pay out to me because I had not signed my credit card on the back. I had to sign my card and therefore make it unusable in real world to get them to pay out)

(BTW. In early 2000 I and a friend of mine installed a ton of gambling sites in Malta. Sun boxes. Fun times)

 

[vinylweatherman]

First. I have browsed thru the answers in this thread, so I hope I don't repeat anything.

The verification is a legal thing against money laundering. I have had the same verification in all NetEnt/Malta casinos where I wanted to withdraw over a certain amount.

I think this is a regularity thing from the Malta gambling association.
Proof of name/address and that you own your credit card.
Standard stuff.

MrGreen do pay everything out if there are no legal issues.

(I was really irritated when Mr Green refused to pay out to me because I had not signed my credit card on the back. I had to sign my card and therefore make it unusable in real world to get them to pay out)

(BTW. In early 2000 I and a friend of mine installed a ton of gambling sites in Malta. Sun boxes. Fun times)

Surely this would make it an unreasonable demand.

In the UK, the banks urge us to sign our cards even though since chip & pin it is no longer used as verification in "real world" use. I can't see why signing the card would make it unuseable, at least here in the UK.

Unsigned cards can be a problem when used abroad where chip and pin has not been adopted. A thief could sign an unsigned card and use it with little chance of detection, whereas with a signed card, a thief would have to copy the signature and hope it won't get spotted. Also, if a shop fails to spot such an obvious forgery, the bank will deem the shop responsible, and thus make it easier for the customer to get the money back. With an unsigned card, the bank could claim the cardholder was negligent, and thus not due a refund.

One answer is to have a separate card for gambling, one that you never intend to use in the real world. This could also become an advantage if gambling transactions cause the bank to lock the account, you don't get left high and dry in a real world situation where your card gets denied in a shop or restaurant.

 

[007sam]

All 4 corners......

Made me laugh this casino. Sent docs for verification, took bonus but was 43% up playing cash so withdrew. Sent docs and had reply that need see all 4 corners of back card and proof addy statement Yeah ok........

 

[dunover]

Made me laugh this casino. Sent docs for verification, took bonus but was 43% up playing cash so withdrew. Sent docs and had reply that need see all 4 corners of back card and proof addy statement Yeah ok........

Quite normal that, I remember one site where it was stipulated all the corners can be seen on my card, on of the VPL ones? This prevents easy photoshopping and proves the thickness of the card and that is has physically been scanned. With this they want proof of addy too. No big deal. Do both and they'll pay you.

 

[007sam]

Right bunch plonkas, want a clearer pic so can read address. Hard do on a4 paper showing all 4 corners. Advised me get better camera or scan image. Bit picky if u ask me....... Bit amateur mr green

 

[vinylweatherman]

Right bunch plonkas, want a clearer pic so can read address. Hard do on a4 paper showing all 4 corners. Advised me get better camera or scan image. Bit picky if u ask me....... Bit amateur mr green

If you used a camera, surely all 4 corners would be seen. It's the scanners that sometimes lop corners off documents when automated settings are used.

Unless you have a very old camera (or one of those cheap & nasty ones), it should be good enough. It's how the photo is taken that gives it quality, and the ability to read the address.

Try laying the document on the floor near a window so that it is lit well with natural light. Get as close as possible, but make sure you don't cast a shadow over the documents. If there is one, use a close up mode on the camera, and make sure no flash is used.

I do the above, and have not had my efforts rejected by casino security.

It's possible to get 3 in 1 (Scanner, copier, printer) devices for under £50 (but check the price of ink, it's where they make their profits).

 

[007sam]

Hey

Thanks for ur advise. I have a scanner but as ou say it will lop the corners off anyway. I took the picture with my iPad, the second one under a lamp. See what they say and will deal with it tmz. Thanks for ur time and advise anyway.

 

[vinylweatherman]

Thanks for ur advise. I have a scanner but as ou say it will lop the corners off anyway. I took the picture with my iPad, the second one under a lamp. See what they say and will deal with it tmz. Thanks for ur time and advise anyway.

Not if you override the "auto" settings and use manual photo (300dpi) mode, preview, and then adjust the preview boundary to ensure all 4 corners are included, and then scan. It's what I find I have to do.

Auto mode on my utility bill lops some corners, defaults to "document" 150dpi, and thus produces an image the casinos are likely to reject.

The iPad should work OK, but using a lamp may not give a good enough image. Daylight is best, even getting the entire document in the morning sun (you don't want part in sun and part in shade).