Mr Green locked account.

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
I'm asking this for my girlfriend, as she made an account to mrgreen for betting purposes and we managed to win a bet and planned to share the winnings. Afterwards her account was locked and they asked her for verification documents (They stated that the reason they locked the account was because she used Revolut for payment). They asked her for a selfie with a passport, picture of card used to make payment (Unable to do this one as the card from Revolut never arrived, and she has been using it virtually. And proof of address which she did. However she has given them multiple documents proofing them that the card indeed belongs to her (Revolut PDF document that states her name, address and list of the cards she posessess.) Mr green won't accept the documents that proof ownership of the card and the money seems to be stuck and the account locked with no way to withdraw our winnings.
Any advice on what advice could I give her at this point?
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
We've been in touch with the customer support, but they keep telling her to take picture of the card she does not physically have as Revolut failed to deliver it. If you reorder card on Revolut, the current card will get terminated and a new one will be sent, but the payment to mr green was made with the old Revolut card so that would not help the situation.
 

L&L-Jan

Accredited Casino Representative
Joined
Jun 15, 2013
Location
Malta
I dont this the rep can help much here, in public. Should go through PM, so I suggest to OP to PM the rep.

And to be fair, in my opinion the first sentence contains a lot of flaws. Why do you post on her behalf? She can't do that herself? Account is on her name you state? I'm so confused why in these cases, it is always a 3rd party (in this event you) ask for advice and not the account holder.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
I dont this the rep can help much here, in public. Should go through PM, so I suggest to OP to PM the rep.

And to be fair, in my opinion the first sentence contains a lot of flaws. Why do you post on her behalf? She can't do that herself? Account is on her name you state? I'm so confused why in these cases, it is always a 3rd party (in this event you) ask for advice and not the account holder.
She has been in touch with the customer support herself asking for advice, but I decided to try to get some advice here. (it is her account, we decided to bet together so there is some of my money in it too.) She gave me a permission to post on her behalf, didn't think it would make much difference. However I thought if maybe we could get some helpful advice here.
 

justdoit

💩 Happens
PABnononaccred
Joined
Nov 22, 2021
Location
Flat Earth 😂
MR Green they dont real ask for doc now, They use some credit scoring company to check is it real you and how much you can afford to spend,I have account on mr green they never ask me for any doc all they did ask if I will accept them to do credit scoring check, if you accept they dont ask for SOW.for me much better to accept credit scoring check than share all my life with casino
 

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Think Max can confirm but they'll tell you to follow their own ADR as i don't think they'll engage with anyone else, like CM here. Hence probably why the rep's not been online for 3 months.
 

danofthewibble

Meister Member
Joined
Jan 2, 2018
Location
UK
MR Green they dont real ask for doc now, They use some credit scoring company to check is it real you and how much you can afford to spend,I have account on mr green they never ask me for any doc all they did ask if I will accept them to do credit scoring check, if you accept they dont ask for SOW.for me much better to accept credit scoring check than share all my life with casino
This player is in Finland, so I suspect they do different checks. SOW credit checks tend to be for UK-based players.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
Anyway told her to order new card on Revolut, the previous card is now terminated and the new card will have a different card number and it can't be used for verification. Mr green won't accept the card confirmation document which can be downloaded from Revolut. (The document shows list of cards, address, name, etc etc...)
If I tell her to contact MGA with all the documents will it do anything or will it be waste of time?
 

danofthewibble

Meister Member
Joined
Jan 2, 2018
Location
UK
Anyway told her to order new card on Revolut, the previous card is now terminated and the new card will have a different card number and it can't be used for verification. Mr green won't accept the card confirmation document which can be downloaded from Revolut. (The document shows list of cards, address, name, etc etc...)
If I tell her to contact MGA with all the documents will it do anything or will it be waste of time?
Have you PM’d the rep here? Someone mentioned them above.

Otherwise, write to them - not the chat, send a detailed email explaining everything.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
I dont this the rep can help much here, in public. Should go through PM, so I suggest to OP to PM the rep.

And to be fair, in my opinion the first sentence contains a lot of flaws. Why do you post on her behalf? She can't do that herself? Account is on her name you state? I'm so confused why in these cases, it is always a 3rd party (in this event you) ask for advice and not the account holder.
Some people don't feel comfortable posting on a public gambling forum I guess, and others just aren't good at wording issues.

I personally don't understand why it raises so much suspicion. I've helped friends with written lines of communication in a myriad of situations before; the main reason being that I am more seasoned when it comes to conversing in an official manner.

I do agree with you though, situations such as these are best off communicated via PM.
 
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Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
I pm'd the rep, but do not expect much as they were last online in december 2021. I guess her only options are to hope that the card magically appears in mail after over a month of being lost in it.
We've tried to explain the situation multiple times over email, only to get same bot response to take picture of the both sides of the card.
 

4048

Experienced Member
Joined
Jul 20, 2017
Location
Malta
You can easily verify a virtual revolut card by screenshotting in the app. I've done it myself tons of times, even when they ask for front+back, when they get the virtual card they seem to understand.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
You can easily verify a virtual revolut card by screenshotting in the app. I've done it myself tons of times, even when they ask for front+back, when they get the virtual card they seem to understand.
Revolut doesn't seem to allow screenshots, we however sent a copy of the card virtually using a camera which shows the numbers and it was also declined by Mr Green.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
IMG_20220322_112109.jpg
This was the image she sent them, it was perfectly readable. The card is now terminated, but I blurred out the info for privacy purposes.
 

4048

Experienced Member
Joined
Jul 20, 2017
Location
Malta
Revolut doesn't seem to allow screenshots, we however sent a copy of the card virtually using a camera which shows the numbers and it was also declined by Mr Green.
Never had any issues with my oneplus, what a strange restriction.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
We also sent the "Card confirmation" which shows the pdf listing all cards under the name of the person by Revolut. It was declined.
What comes to screenshots it just says "This app does not allow you to take screenshots" in finnish.
Screenshot_2022-03-22-11-25-53-700_com.revolut.revolut.jpg
 

danofthewibble

Meister Member
Joined
Jan 2, 2018
Location
UK
Can you not take a screenshot in the app on the iPhone?

As the first image is from an iPhone, and the second is Android.

Tip: sometimes even if taking a screenshot is blocked on iOS, if you do a screen recording, that'll work.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
Can you not take a screenshot in the app on the iPhone?

As the first image is from an iPhone, and the second is Android.

Tip: sometimes even if taking a screenshot is blocked on iOS, if you do a screen recording, that'll work.
The card was already terminated as she ordered new one on Revolut, because it did not arrive so it does not even show on the app anymore.
 

satchnz

Experienced Member
Joined
Apr 26, 2021
Location
Essex, UK
I dont this the rep can help much here, in public. Should go through PM, so I suggest to OP to PM the rep.

And to be fair, in my opinion the first sentence contains a lot of flaws. Why do you post on her behalf? She can't do that herself? Account is on her name you state? I'm so confused why in these cases, it is always a 3rd party (in this event you) ask for advice and not the account holder.
Can’t see the issue here for what is an initial request for direction on the issue. But you do give an insight on the thought processes that casinos follow, sadly.
 

L&L-Jan

Accredited Casino Representative
Joined
Jun 15, 2013
Location
Malta
Can’t see the issue here for what is an initial request for direction on the issue. But you do give an insight on the thought processes that casinos follow, sadly.
11 years, seen enough
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
I'm pretty sure we are never gonna get the money out of mr green and I'm quite dissapointed.
Well lesson learned, she's never gonna use a virtual card for deposit again as it gives them permission to steal your money.
Have pmed rep, but don't expect response as they were online last time in december 2021.
Emailing them just leads to a bot response to get picture of the card with signature.
And live chat tells you to take picture of the card without even trying to listen to what she has to say.
We filed a complaint, but do not think that will lead to anything either.
I don't understand why can't they just refund your deposit and keep the account locked if they are so concerned that she is not owner of the card which she has proven to be multiple times.
 

Throwww99

Newbie member
Joined
Mar 21, 2022
Location
Finland
We contacted Revolut and they were also unable to send a physical copy of the card which was already terminated as I suspected.
We sent a pdf statement of the payment to mr green which shows her name, card number, address and the payment made to mr green, but I do not have my hopes up.
 

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