Mr Green ignoring my emails and withholding my withdrawal?

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
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.
You apply for a rail card. You pay 100 euros. They ask to see ID, address document and the card you used to pay with. They are happy. They then ask to take your selfie for the card. You oblige and they take it. They then refuse you the card, refuse a refund and ban you from getting rail card. They offer you no explanation.....Same situation here. Only one is a casino and for years people accept they will steal from players.....Feel like in the twighlight zone, even the most ardent casino apologist cant defend this. Its criminal and its theft
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
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
Ive provided all the screne grabs and PMS. Ive asked the casino mutliple times to explain why after providing my selfie they have said the documents are invalid and are stealing my deposit....Ive provided both sides here.

MGA told me they can't help and i have to contact ECOGRA. I have done that but I dont think theyve ever helped a player. They simply advise court proceedings as Mr Green refuse to engage
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Ive provided all the screne grabs and PMS. Ive asked the casino mutliple times to explain why after providing my selfie they have said the documents are invalid and are stealing my deposit....Ive provided both sides here.

MGA told me they can't help and i have to contact ECOGRA. I have done that but I dont think theyve ever helped a player. They simply advise court proceedings as Mr Green refuse to engage

Asked you twice, did you really use that MGA complaint form which i linked for you? You should have got from them quite detailed reply if you have represented your case clearly and detailed enough. If you really have gone through their complaint process within this time, it's then quite clear that they don't agree with you at all and basically tell you that you are wrong.

One side of story can't really provide both sides, often there are three, yours, casinos and truth, might be that we only ever gonna hear one which is yours and you keep repeating.

With effort you have written these all messages here, you would have already have complaint process ongoing. When casino do what you tell they did (advise your docs are invalid, close your account, confiscate balance) they for sure don't communicate you anymore at all and they do have some reason why they decided reject your documents instead of approving them. 99% of these cases player knows very well why docs are not sufficient, if you happen to belong to that 1%, fill that MGA complaint form.

If it keep happening a lot for you and people you know that casinos keep "stealing" this kind of small amounts from you, i would honestly first suspect that your docs might not be that sufficient than you say you think they are. Would be interesting to hear more about casinso systematical strategy to confiscate some small balances and make profit because non of these innocent victims don't ever make complaints. Would imagine also that there would be much more these stories if this is something what some casinos keep systematically doing but not many can be found from anywhere in internet.

It just sounds very weird that you want to do everything else except get this issue sorted, you have very easy ways to do that as you have been advised. Repeating same story all over again here don't change much, we all know that they rejected your documents and it seems now that its' you who don't wanna find out why by making official complaint.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Bad form posting PMS lol.
It is bad form, why do so many members decide the rules don't apply to them, they are there for a reason

1.13 - "Conversations are more or less Private Messages - they can be personal - so please don't post these with out the permission of others in your "conversation". Personal matters should be kept personal. Abuse this function and you will find it disabled.

Anyway, aside from that, depending on the difference between your deposits and losses I would be tempted to chargeback if you deposited by card. Would be much easier and quicker than going through the courts.

I don't like the way they are saying they won't tell you what the problem is and keeping your money. That smacks of rogue behaviour to me. Rogue casinos at least make some excuse up to steal your money, these are just saying, we are keeping your money as we don't like something you sent us, but we aren't going to tell you what it is.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I don't like the way they are saying they won't tell you what the problem is and keeping your money. That smacks of rogue behaviour to me. Rogue casinos at least make some excuse up to steal your money, these are just saying, we are keeping your money as we don't like something you sent us, but we aren't going to tell you what it is.
Would say that in certain cases this is the only right approach. If you have too much details covered on your card, too old proof of address or something like that when you try to submit these documents, casinos pretty much always advise you what's wrong in them and try to help you get verified by asking them again and again.

If casino happen to receive document they think is fake/forged or something which is not really kosher, this would be the pretty right approach, tell the player to go through the complaint process and stop communication instead of educating people how and from what they got busted and how to avoid it next time.

From provided communication it just looks that even MrGreen is right or wrong, they have taken this very strong action against a player and are ready to defend it against regulator which kind of gives message that they at least think they are right. OP hopefully go through this complaint route and get his funds and prove MrGreen wrong.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
It is bad form, why do so many members decide the rules don't apply to them, they are there for a reason

1.13 - "Conversations are more or less Private Messages - they can be personal - so please don't post these with out the permission of others in your "conversation". Personal matters should be kept personal. Abuse this function and you will find it disabled.

Anyway, aside from that, depending on the difference between your deposits and losses I would be tempted to chargeback if you deposited by card. Would be much easier and quicker than going through the courts.

I don't like the way they are saying they won't tell you what the problem is and keeping your money. That smacks of rogue behaviour to me. Rogue casinos at least make some excuse up to steal your money, these are just saying, we are keeping your money as we don't like something you sent us, but we aren't going to tell you what it is.
I prefer to expose the casino and keep everything in this thread so its a true representation of the facts.....Last deposit was with skrill unfort
 

MickeyVonDickey

Newbie member
Joined
Jul 6, 2020
Location
Wales, 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.
@danofthewibble - I mean no disrespect but after reading many threads regarding casino complaints, it seems you always side with the casino even when the evidence to the contrary is overwhelming (not necessarily this thread issue). Genuine question - were you previously a casino employee and empathise with the casino staff and the situations they find themselves in?
I only ask as many CM members can usually relate to the customers story of red tape, SOW, KYC etc... whereas you tend to lean the other way and show more understanding from a casinos point of view. Anyway, please don't see this as a hostile post, just an observation from reading many threads.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Nope, I have no affiliation, and never have had with any casino, gaming provider, ISP, web host or similar. I've no horse in this race.

I just look at things without emotion based on the provided facts; as players, we're stuck with the red tape that the casinos throw up, and they're stuck with it because the UKGC is demanding it, or at the very least is not giving sufficient clarity as to what is required, so the casinos err on the side of caution.

(And I say this after going through and complaining about Casumo's ludicrously slow SOW process last year. Though my complaint there was primarily that they were delaying withdrawals while actively encouraging further deposits and making clear that they still wouldn't pay out on those until the SOW process was complete.)

The problem here is that we get so many people posting vast scribes of the same complaints, and don't actually follow the advice given to them.
 
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brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
Nope, I have no affiliation, and never have had with any casino, gaming provider, ISP, web host or similar. I've no horse in this race.

I just look at things without emotion based on the provided facts; as players, we're stuck with the red tape that the casinos throw up, and they're stuck with it because the UKGC is demanding it, or at the very least is not giving sufficient clarity as to what is required, so the casinos err on the side of caution.

(And I say this after going through and complaining about Casumo's ludicrously slow SOW process last year. Though my complaint there was primarily that they were delaying withdrawals while actively encouraging further deposits and making clear that they still wouldn't pay out on those until the SOW process was complete.)

The problem here is that we get so many people posting vast scribes of the same complaints, and don't actually follow the advice given to them.
Except the OP is from Cork, and is playing through the MGA, not the UKGC.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Asked you twice, did you really use that MGA complaint form which i linked for you? You should have got from them quite detailed reply if you have represented your case clearly and detailed enough. If you really have gone through their complaint process within this time, it's then quite clear that they don't agree with you at all and basically tell you that you are wrong.

One side of story can't really provide both sides, often there are three, yours, casinos and truth, might be that we only ever gonna hear one which is yours and you keep repeating.

With effort you have written these all messages here, you would have already have complaint process ongoing. When casino do what you tell they did (advise your docs are invalid, close your account, confiscate balance) they for sure don't communicate you anymore at all and they do have some reason why they decided reject your documents instead of approving them. 99% of these cases player knows very well why docs are not sufficient, if you happen to belong to that 1%, fill that MGA complaint form.

If it keep happening a lot for you and people you know that casinos keep "stealing" this kind of small amounts from you, i would honestly first suspect that your docs might not be that sufficient than you say you think they are. Would be interesting to hear more about casinso systematical strategy to confiscate some small balances and make profit because non of these innocent victims don't ever make complaints. Would imagine also that there would be much more these stories if this is something what some casinos keep systematically doing but not many can be found from anywhere in internet.

It just sounds very weird that you want to do everything else except get this issue sorted, you have very easy ways to do that as you have been advised. Repeating same story all over again here don't change much, we all know that they rejected your documents and it seems now that its' you who don't wanna find out why by making official complaint.
You are getting right on my tits.

Ive toldyou i submitted it, see attached screen grab response.

There r not three sides to this, there isnt my side or mr greens. There is only the truth and ive documented everything.
Asked you twice, did you really use that MGA complaint form which i linked for you? You should have got from them quite detailed reply if you have represented your case clearly and detailed enough. If you really have gone through their complaint process within this time, it's then quite clear that they don't agree with you at all and basically tell you that you are wrong.

One side of story can't really provide both sides, often there are three, yours, casinos and truth, might be that we only ever gonna hear one which is yours and you keep repeating.

With effort you have written these all messages here, you would have already have complaint process ongoing. When casino do what you tell they did (advise your docs are invalid, close your account, confiscate balance) they for sure don't communicate you anymore at all and they do have some reason why they decided reject your documents instead of approving them. 99% of these cases player knows very well why docs are not sufficient, if you happen to belong to that 1%, fill that MGA complaint form.

If it keep happening a lot for you and people you know that casinos keep "stealing" this kind of small amounts from you, i would honestly first suspect that your docs might not be that sufficient than you say you think they are. Would be interesting to hear more about casinso systematical strategy to confiscate some small balances and make profit because non of these innocent victims don't ever make complaints. Would imagine also that there would be much more these stories if this is something what some casinos keep systematically doing but not many can be found from anywhere in internet.

It just sounds very weird that you want to do everything else except get this issue sorted, you have very easy ways to do that as you have been advised. Repeating same story all over again here don't change much, we all know that they rejected your documents and it seems now that its' you who don't wanna find out why by making official complaint.
I told you yesterday I submitted my MGA complaint. Ive attached their response. Ive submitted my ECOGRA case but looking at their history they won't help or side with a player when a casino sites KYC issues?

You're actually getting on my tits now buddy. There is not 3 sides to a story. There is 1! The truth. I have supplied eveyrthing Mr Green have said to me, you can see all my documents were fine and then they suddenly said they were'nt after receiving my selfie. You can see for yourself the casino is refusing to breakdown what the issue is with the selfie and have instead taken the position to block my account and attempt theft. These are facts.

Im astonished at the amount of casino apologists responding here. I am the only one out of me and Mr Green posting facts here and yet somehow some responders are attempting to infer things from Mr Greens side that is purely specualtion. Laughable
 

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philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Nope, I have no affiliation, and never have had with any casino, gaming provider, ISP, web host or similar. I've no horse in this race.

I just look at things without emotion based on the provided facts; as players, we're stuck with the red tape that the casinos throw up, and they're stuck with it because the UKGC is demanding it, or at the very least is not giving sufficient clarity as to what is required, so the casinos err on the side of caution.

(And I say this after going through and complaining about Casumo's ludicrously slow SOW process last year. Though my complaint there was primarily that they were delaying withdrawals while actively encouraging further deposits and making clear that they still wouldn't pay out on those until the SOW process was complete.)

The problem here is that we get so many people posting vast scribes of the same complaints, and don't actually follow the advice given to them.
I have gone through the laughable mr green complaints process.

I have made complaints to MGA and ECOGRA. What else am I to do?

Mr green knows full well if they take small amounts of moneys from players in this way (which they and HIlls have a LOOOOOONG History of doing) they are aware MGA won't do anything, they are aware ECOGRA won't do anything and suggest court and they are aware it will cost the player extortiante amounts of money to go down the court route.

You come across as a casino apologist or former casino affiliate imo.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
You're actually getting on my tits now buddy. There is not 3 sides to a story. There is 1! The truth. I have supplied eveyrthing Mr Green have said to me, you can see all my documents were fine and then they suddenly said they were'nt after receiving my selfie. You can see for yourself the casino is refusing to breakdown what the issue is with the selfie and have instead taken the position to block my account and attempt theft. These are facts.

If they for example think that some of the documents you have submitted are fake, what in your opinion they should do? Tell you to get better in using XYZ because we could see from XXX that this document is forged?

Casino has clearly advised you that they reject your documents and not communicate with you any further, decision what casinos time to time do, you are advised by them to start complain process like you hopefully have done.

There always is more than one side of story, maybe all just don't right away 100% buy that this casino group you are referring is intentionally just confiscating players funds without any reason (and no victim wanna go through complaint route to get their funds). We really can't see from anywhere that your docs are fine, you say they are and casino says they are not so there are already two sides of story and possibly truth somewhere middle which makes it three.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
You're talking utter bxll mate. Jog on.

There's only one side the truth. Ive copied everything in here and everyone can see the chain of events. You're inferring and speculating and your opinion is useless. Facts matter.

Yeah sure, my ID, POA and Skrill page were all fine and accepted, then I decided to forge my selife. Good one.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
I have gone through the laughable mr green complaints process.

I have made complaints to MGA and ECOGRA. What else am I to do?

Mr green knows full well if they take small amounts of moneys from players in this way (which they and HIlls have a LOOOOOONG History of doing) they are aware MGA won't do anything, they are aware ECOGRA won't do anything and suggest court and they are aware it will cost the player extortiante amounts of money to go down the court route.

You come across as a casino apologist or former casino affiliate imo.

Again, we'll have to agree to disagree. Your tone suggests you expected everyone here to jump to your defence.

Here's a thing - I've not said that the casino is right, only that they clearly believe they are. They're under no obligation to tell you why they feel your ID is not valid - I have suspicions as to what they may have decided this on, but they have told you exactly what remedies are available to you.

You're not going to get any further by continuing to post the same things here, and your aggressive tone doesn't seem particularly helpful.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
As an aside - their final response doesn't say they won't refund you. It says they won't refund you until they see valid documents.

So something has triggered this action, and it's for you to provide them with valid ID. Beyond that, follow the process.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Again, we'll have to agree to disagree. Your tone suggests you expected everyone here to jump to your defence.

Here's a thing - I've not said that the casino is right, only that they clearly believe they are. They're under no obligation to tell you why they feel your ID is not valid - I have suspicions as to what they may have decided this on, but they have told you exactly what remedies are available to you.

You're not going to get any further by continuing to post the same things here, and your aggressive tone doesn't seem particularly helpful.
Utterly laughable.

My ID, POA and skrill was accepted. They then locked everything after my selfie.

My tone isn't aggressive. Its just honest and I don't suffer fools.

Its sad to me how SOME members can actually ignore facts and make inferences with no evidence (actually to evidence) to attempt to justify and defend casinos.

Ive been gambling for 12 years online. You do seem to me to be a casino apologist or an ex affiliate. But thats me specualting
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
As an aside - their final response doesn't say they won't refund you. It says they won't refund you until they see valid documents.

So something has triggered this action, and it's for you to provide them with valid ID. Beyond that, follow the process.
AGAIN....They accepted the ID, POA and Skrill....They blocked the account after sending in my ID Selfie but refused to tell me what was wrong with it. THAT IS DISGUSTING behaviour.

I notice you ignored my rail card example.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
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.
A business takes your money and refuses you their business.....That's theft. Im aware of my options. Your posts arent helping.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
I'd suggest given that you claim to have started "EU court action" against them, in your TrustPilot review, be careful with what you post here to avoid prejudicing your claim.

Re the railcard - I ignored it as it's not relevant. They don't believe you're entitled to a refund of the funds you paid to them. If you, for instance, bought a railcard with your mate's card, and then asked them to refund that card to your own debit card, they would say no.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
I'd suggest given that you claim to have started "EU court action" against them, in your TrustPilot review, be careful with what you post here to avoid prejudicing your claim.

Re the railcard - I ignored it as it's not relevant. They don't believe you're entitled to a refund of the funds you paid to them. If you, for instance, bought a railcard with your mate's card, and then asked them to refund that card to your own debit card, they would say no.
You're talking rubbish. Might be an intelligence issue, not sure. There was no mention of using your mates card in my example.

Please don't post in this thread any more. You're not helpful and I don't care about your opinions here.
 

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.
Hi Max,

Trying to get this thread back on track after some non helpful people.

Ive submitted an MGA complaint (They've advised they can't do anything) So ive made an Ecogra complaint (We know that's a waste of time). Ive filled my form our for the EU court claim. Do you have any other suggestions?

Also in your experience working complaints have you ever come across something like this?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Please don't post in this thread any more. You're not helpful and I don't care about your opinions here.
:mad: Sorry, Dan is free to post where he likes. You are all our guests and all have equal rights in terms of where and when you post.
If you don't like someone's opinions then ignore them. They're free to do likewise.

Please keep in mind that you've been here exactly one week. Might be best to hold off on lecturing Senior Members, or anyone else for that matter, on their forum habits.
 
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