Mr Green ignoring my emails and withholding my withdrawal?

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Hello all,

Could somebody help me get my money or put me in touch with a rep on the forum?

I signed up to Mr Green, deposited €100 or so, a few deposits later I requested a €110 withdrawal. Mr Green then asked for KYC and blocked my account? I sent everything in and they asked for a selfie of me holding my passport to finish verification. I sent this in and then nothing, no response. I have chased on email and on chat and they are just ignoring me? I dont really know what to do in this situation, they are simply attempting to steal my money and completely blanking me?

Could someone help.

Thank you very much.
 

razor8

Potty mouthed Troll
Joined
Apr 3, 2021
Location
At home
I've never been asked for a a selfie of me holding anything. Maybe I'm just so ugly that no one wants to have nightmares after a KYC?

Anyway as CasinoNinja asked it depends a bit on the time frame. There might not be anyone there on weekends that handle docs.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
I've never been asked for a a selfie of me holding anything. Maybe I'm just so ugly that no one wants to have nightmares after a KYC?

Anyway as CasinoNinja asked it depends a bit on the time frame. There might not be anyone there on weekends that handle docs.
All KYC was supplied two weeks ago. They accepted everything and then requested a selfie. They have not responded since, its 14 days since the selfie was supplied. They are simply ignoring me?

Is there a rep from Mr Green on here?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Check the Rep list, you'll see that @Mr Green-Redbet_Customer supportRep is the rep account you are looking for.

Unfortunately I believe their response will be to use their "internal ADR" service. That's a bit of an oxymoron but there it is.
You were absoultely right. They said their internal complaints would deal with it. Their response was criminal. They ignored the fact their team had referred two weeks ago all my docs were fine and just wanted a passport selfie. They simply stated my docs were invalid (Did not specify which one and have previously accepted them all, minus the passport selfie) and stated they were going to attempt theft and keep my Deposits!!!

Ive checked on the forum and with the EU portal and now Mr Green is actually breaching EU consumer law and attemting to steal.

Does anyone have any suggestions on which route to take now to recoup money as I have fallen into a bizzare twighlight zone with these cowboys where logic doesnt seem to make sense?

ADR or EU court I suppose?

For future reference @Mr Green-Redbet_Customer supportRep was beyond not helpful
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Here is the response from the rep.

Ignoring the fact I have emailed proof my docs were verified (attached) and all that was outstanding was a passport selfie. I sent this and not once has Mr Green commented on this?

@Mr Green-Redbet_Customer supportRep ?
 

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philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Disgusting email from Mr Green.

Out right saying they will not tell me what document they deem to be invalid (can only think they didnt like the passport selfie as everything else was accepted) and their response is to block me from everything and state they will be stealing my deposits? Breaking the law.

Is there anyone on this forum who could advise on a blue print to recoup the money in this instance? All documents supplied have of course been 100% valid and original so Im at a loss here.
 

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danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Well, they've told you what you need to do - you could also open a PAB here ("Submit Complaint" above,), which would probably be a worthwhile step.

Given they have asked you for extra ID (e.g. selfies - they've never asked that of me) - there must have been something to concern them, and they are content enough with their response that they have directed you to their regulator.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Well, they've told you what you need to do - you could also open a PAB here ("Submit Complaint" above,), which would probably be a worthwhile step.

Given they have asked you for extra ID (e.g. selfies - they've never asked that of me) - there must have been something to concern them, and they are content enough with their response that they have directed you to their regulator.
Have you followed the chain of events?

They asked for the selfie having confirmed they had accepted the Passport, POA and skrill screenshot? What was concerning lol. They wouldn't of verified the documents if they were 'concerning'.

The PAB process is pointless with Mr Green or any site associated with Hills having researched on this site, not because the PAB is no good but because the group does exactly what Mr Green is doing here.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Well, they've told you what you need to do - you could also open a PAB here ("Submit Complaint" above,), which would probably be a worthwhile step.

Given they have asked you for extra ID (e.g. selfies - they've never asked that of me) - there must have been something to concern them, and they are content enough with their response that they have directed you to their regulator.
No point doing a PAB, they won't discuss player accounts with Max.

@philiphewson are you playing under UKGC rules or MGA?
If UKGC then they can't withold a withdrawal but not sure what the position is under the MGA license.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Have you followed the chain of events?

They asked for the selfie having confirmed they had accepted the Passport, POA and skrill screenshot? What was concerning lol. They wouldn't of verified the documents if they were 'concerning'.

The PAB process is pointless with Mr Green or any site associated with Hills having researched on this site, not because the PAB is no good but because the group does exactly what Mr Green is doing here.

I've followed it, yes. Something following your selfie didn't add up to them, and for whatever reason they are confident enough that they feel they should withhold your payment and retain your deposits. They've advised you to go to the regulator. Realistically, there's little more you can do.
 

9HOURSAWAY

Experienced Member
PABnononaccred
Joined
Aug 3, 2018
Location
Nottingham
No point doing a PAB, they won't discuss player accounts with Max.

@philiphewson are you playing under UKGC rules or MGA?
If UKGC then they can't withold a withdrawal but not sure what the position is under the MGA license.
Jungle spins who have a UKGC license are withholding £545 of my money because I refused to do a SOW and closed my account.
It was my understanding that if a player closes their account any funds must be returned to them (unless criminal activity is suspected) but I'm still battling them and have wrote to their ADR and am waiting on their reply.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
I've followed it, yes. Something following your selfie didn't add up to them, and for whatever reason they are confident enough that they feel they should withhold your payment and retain your deposits. They've advised you to go to the regulator. Realistically, there's little more you can do.
Did they not like my haircut lol??? It was just me in my garden holding my passport?

A business cannot withhold a customers money if they refuse the customer their business. That is theft and against EU consumer law.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Jungle spins who have a UKGC license are withholding £545 of my money because I refused to do a SOW and closed my account.
It was my understanding that if a player closes their account any funds must be returned to them (unless criminal activity is suspected) but I'm still battling them and have wrote to their ADR and am waiting on their reply.
I have been advised that like Mr Green in this case are breaching EU consumer law. Committing theft basically....I have read ECOGRA do not do much and won't make decisions based on actual law lol. They advise court. MGA replied to me and just said go to the ADR or take legal route......But Martin Lewis site advises you to try and stay our of EU court due to fees and time it takes for resolution.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
No point doing a PAB, they won't discuss player accounts with Max.

@philiphewson are you playing under UKGC rules or MGA?
If UKGC then they can't withold a withdrawal but not sure what the position is under the MGA license.
Im in europe unfort. But EU consumer law still stands.

Is there anyone on this forum more versed in this? Like that guy who runs Justice 4 Punters in the UK.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Consumer law stands, but doesn’t override their other legal obligations.

If you’ve been to the MGA already, your options now are ADR or taking formal legal advice.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Consumer law stands, but doesn’t override their other legal obligations.

If you’ve been to the MGA already, your options now are ADR or taking formal legal advice.
Im sorry mate but you're talking utter tripe.

Consumer law and law supersedes any flimsy bull crap Ts and Cs. Theres no further legal obligations relating to this matter. Its black and white, Mr Green (As they OFTEN do) are attempting to steal smaller deposits as they know it will cost the player more money to chase then the money locked....Its theft plain and simple.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Well, it’s not theft. You gave them the money to let you bet for one thing.

You’ve been through their complaints process, and they’ve advised you of the remedies available to you.

They’ve also advised you the same in what appears to be a PM up there; it’s bad form to post PMs, by the way. But I doubt they’ll mind, as it’s just reiterating what you’ve already said and been told.

They’re not going to change their position for what they clearly believe to be a valid reason.

Your options therefore remain - complaining to the regulator, contacting their ADR, or taking formal legal advice. Posting on forums isn’t going to change that - they’re big enough to not be concerned about negative comments here.

There is also the option of writing it off and moving on; it really depends on whether what you’ve lost is worth more than it’s likely to cost you to resolve this. And remember, even if you go down the legal route, there’s no guarantee of it working out in your favour, or you not having to pay costs.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
So you made complaint to MGA and they replied to that already? Did you use this form in link below? They should take individual player complaints through this form, it might take some time they reply but they do (that's why it sounds bit funny if they already reviewed your complaint and replied back):

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


Nobody here can't know what have happened between you and casino, they based on their reply are pretty sure they have grounds for their actions and that's exactly how they act (not communicating with you but advise you to make complaint).

If there is something wrong with your docs, they do 100% right thing, if you really have no idea what it could be, then you have these complain routes, would go straight to MGA if you want it to be handled properly by regulator themselves who is same time happy to penalise them for this action if there is nothing wrong in your docs you submitted (it's very rare that casino call some docs to be not good and block account because of that and player have no any idea what could be wrong but but of course rare things happen as well).

If you really have gone through this MGA complaint process already, what exactly they advised to you? You filled this form and made complaint with all details and they only told you to go ADR? That would be an outcome never heard before, would be interesting to see their reply to your complaint (personal details naturally covered).
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
My last deposit I never bet with. The business refused me their service and is attempting to keep my money thats theft. Your opinion doesnt mean anything, neither does mine, the facts are what counts.

Bad form posting PMS lol. Jog on. Better to expose corruptness and use this as a lesson and reference for other players.

I know what my options are, so IF you're trying to help thanks but its not helping lol. I also know the reality of what Mr Green are attempting to do here as they do it a lot it seems. If I was in the UK however they would need to refund the deposit immediately, madness.

Everything is lodged with MGA who advised me to use the useless operation that is ECOGRA. So it will need to be EU court for a 120 euro deposit that has been stolen....At least the affilate I signed up through got their money!
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
So you made complaint to MGA and they replied to that already? Did you use this form in link below? They should take individual player complaints through this form, it might take some time they reply but they do (that's why it sounds bit funny if they already reviewed your complaint and replied back):

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


Nobody here can't know what have happened between you and casino, they based on their reply are pretty sure they have grounds for their actions and that's exactly how they act (not communicating with you but advise you to make complaint).

If there is something wrong with your docs, they do 100% right thing, if you really have no idea what it could be, then you have these complain routes, would go straight to MGA if you want it to be handled properly by regulator themselves who is same time happy to penalise them for this action if there is nothing wrong in your docs you submitted (it's very rare that casino call some docs to be not good and block account because of that and player have no any idea what could be wrong but but of course rare things happen as well).

If you really have gone through this MGA complaint process already, what exactly they advised to you? You filled this form and made complaint with all details and they only told you to go ADR? That would be an outcome never heard before, would be interesting to see their reply to your complaint (personal details naturally covered).
I can post all the KYC I sent that was approved and then my selfie with imprtant details blacked out if its not against the rules. Yes people do know what has happened as Ive copied and pasted all emails and PMS between myself and Mr Green. Its very clear what has happened
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
As I say, we’ll have to agree to disagree as to whether it’s corrupt of them or not. They clearly feel they’re justified, and it’s now for you to provide otherwise.

But they’re in the grey zone here for a reason; clearly there’s little help we can offer you other than the advice already given.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I can post all the KYC I sent that was approved and then my selfie with imprtant details blacked out if its not against the rules. Yes people do know what has happened as Ive copied and pasted all emails and PMS between myself and Mr Green. Its very clear what has happened
No, we don't and probably never will as casino can't state here anything about your account. They clearly tell you that your docs are not ok and tell you to make complaint but instead you keep posting and posting to this thread about crimes and EU courts, it's totally ok but don't bring you anywhere near of your funds if your aim is to get them.

It's totally irrelevant if you have received email where is stated that only your selfie is missing, what that should tell? If somebody for example only later realize that they have approved some fake documents, should they then just keep them as verified because somebody accidentally approved them and informed player?

Like said, casino have taken very strong decision in this matter as they don't even want to give you option to provide any further docs or communicate with you, that's sign that they are happy to reply to MGA, like they referred you to complain so they have their reasons why your documents are not accepted and your funds confiscated. Like said earlier, usually at this stage player knows him/herself what's wrong but as you have only provided them 100% legit and valid documents which they say are invalid, why don't you raise this complaint with MGA?

We only ever hear one selective side of story, sometimes it's 100% accurate, sometimes there is something quite obvious missing. You said that MGA replied to you, what they replied word to word? Did you use their complaint for what i linked?

You should be able to get further with advises many have given here but for some strange reason you decide to make post after post about somebody stealing your money which again sounds very weird logic to get something solved where you know you are right and they are wrong. You can easily make them apologies their actions when you just file that complaint to MGA and MGA agree that you are right and they tried to steal your money with totally made excuse about invalid docs.

You keep saying that MrGreen keep stealing small amounts, yes for sure they do due to various reasons, which most are somehow fraudulent and have something to do with invalid docs. MGA don't allow them just keep players funds without reason and players have channels to make complaints which cost casino much more time and money than amount they refuse to pay you.
 
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