Mr Green ignoring my emails and withholding my withdrawal?

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
*Footnote - Even if a player does edit a utility bill, under EU law the site would still need to immediately refund the deposit IF this has not been played with due to consumer law. The operator could then take necessary action in reporting suspected fraud. This has been clarified by a solicitor.
Can you link to that law please?
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
Some open-source/non-Adobe PDF producers do create formatting issues. I have on a number of occasions had cause to re-print a document using CutePDF, and it has created problems with bold-letter-L, as stated above.

Sounds like whatever has been used to print the PDF has created the issue. Whether or not the original document has also been amended is of course another thing.
I included the bill to ECOGRA with all my KYC docs that Mr Green accepted. As well as the selfie they refused and then proceeded to block the account. I didn't print anything, it was just the PDF.

When I submitted a complaint to their managers based on the way ECOGRA handled my complaint and pointing out the operator had supplied no evidence as to why they blocked my account, ECOGRA came back highlighting my Bill PDF had some formatting that was off in their opinion. I then sent a screen shot of my bill in the back end of my energy providers account. I pointed out they were being irrelevant as this had been approved by Mr Green and I was looking for an explanation and evidence pertaining on why my selfie had been rejected. The 'Manager' (he referred to himself as such) then stated ECOGRA considered the matter closed.

So currently I still have no explanation from the operator as to what was wrong with my selfie and why they saw fit to block my account and attempt the theft of my deposits. I'm also in the position where ECOGRA have stated the matter is closed and they will not allow me to level a complaint against them for their handling (and subsequent response) of the case. Finally the MGA are taking up the position if I am not satisfied then they suggest taking it down the legal route (currently already doing this)....Is any of this an acceptable framework for players to attempt to operate in.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
*Footnote - Even if a player does edit a utility bill, under EU law the site would still need to immediately refund the deposit IF this has not been played with due to consumer law. The operator could then take necessary action in reporting suspected fraud. This has been clarified by a solicitor.
I find this somewhat dubious..... if this was the case, there is no way casinos could have the 1x to 5x wagering requirement they place in their terms and conditions...........
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
I find this somewhat dubious..... if this was the case, there is no way casinos could have the 1x to 5x wagering requirement they place in their terms and conditions...........
It doesn't really matter what you or I find dubious. Its consumer law. There is no legal grounds to force a player to wager a deposit. As soon as Ive quoted consumer law to certain casinos regarding this they've processed withdrawals. The issue comes when casinos dig their heels in and a player begins legal action. The casino knows most players will just lose patience and play on slots on tables.
 

philiphewson

Newbie member
Joined
Apr 8, 2021
Location
Cork
For peoples review -

MGA's response to me stating I wish to make a formal complaint to them regarding failings in their player support department and ECOGRA not being fit for purpose.

Once again the organisation touted as protecting players simply washing their hands and pointing me towards a lengthy and costly legal process....So what is their function again as far as players are concerned?

*Note I have attempted three times now to make a formal complaint to MGA pertaining to this issue...
 

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danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
The problem you have is that you've exhausted their process. Clearly the mediator did not find in your favour, and really there is little more for MGA to add.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
It doesn't really matter what you or I find dubious. Its consumer law. There is no legal grounds to force a player to wager a deposit. As soon as Ive quoted consumer law to certain casinos regarding this they've processed withdrawals. The issue comes when casinos dig their heels in and a player begins legal action. The casino knows most players will just lose patience and play on slots on tables.
Out of interest,,,, how many casinos have you had withdrawal issues with? This reads like a fair few... in which case there may well be something wrong.

I have had withdrawal issues - in my history - with 2 operators only. One caused by a processing issue caused by Santander - resolved and paid by bank transfer within 72 hours. The other from a more dubious casino - who tried to hide behind an incorrect assessment of my bonus play. I sent one email - and the money was paid. (this was a not recommended casino - and I was lucky - life time deposits £50 - withdrawals of over £600. I defo didn't think they were paying the £500 i racked up off a free tenner and had written it off)

If you are having CONSTANT problems - there is clearly something untoward somewhere.
 
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