Casino Complaint Mr Green - no answer - maybe no payment?

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
hi, i played at the casino www.mrgreen.com on monday and made a withdrawal and then i asked directly the chat support, which is only available about email, how long it takes in their casino, to get the withdrawal approved.

first i got an answer within only 5 minutes, but there was only written "please be a little patient" in german, but i've translated it for you certainly :)

then i wrote back and told them, that this didn't answering my question, because i wanted only to know HOW LONG it takes, to get my withdrawal, but since that i got never any response from them and my withdrawal is now after about 50 hours still reversable, although they've written in their T&C, that bank transfering takes only 1-24 hours and now we have about 50 hours and i got not any answer from their support, so that's not really a good start for this very new casino, or am i really so much impatient?

for me it's very normal, to get paid within 24 hours and if a casino don't pay within this time frame, i'll certainly never play there, so they have certainly lost me now, but i want also my withdrawal, which is still reversable in my account.
ok, that's only(?) about 60.-, but when they have even problems with such a small amount (for them), what is then, when you have a very big withdrawal?

have anyone else such a problem with this casino, or am i the only one, who plays there? :(

thanks in advance for your answers :)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
hi, i played at the casino www.mrgreen.com on monday and made a withdrawal and then i asked directly the chat support, which is only available about email, how long it takes in their casino, to get the withdrawal approved.

first i got an answer within only 5 minutes, but there was only written "please be a little patient" in german, but i've translated it for you certainly :)

then i wrote back and told them, that this didn't answering my question, because i wanted only to know HOW LONG it takes, to get my withdrawal, but since that i got never any response from them and my withdrawal is now after about 50 hours still reversable, although they've written in their T&C, that bank transfering takes only 1-24 hours and now we have about 50 hours and i got not any answer from their support, so that's not really a good start for this very new casino, or am i really so much impatient?

for me it's very normal, to get paid within 24 hours and if a casino don't pay within this time frame, i'll certainly never play there, so they have certainly lost me now, but i want also my withdrawal, which is still reversable in my account.
ok, that's only(?) about 60.-, but when they have even problems with such a small amount (for them), what is then, when you have a very big withdrawal?

have anyone else such a problem with this casino, or am i the only one, who plays there? :(

thanks in advance for your answers :)
The telling point is the fact the withdrawal is STILL sitting as reversable. Whatever delays are further down the payment pipeline, this shows they have made NO EFFORT WHATSOEVER to even BEGIN the process of sending you the withdrawal, and this is more than TWICE their claimed time they say the transfer to your bank takes.

There is some VERY clever wording there as well, they say it is the BANK TRANSFER that takes 1-24 hours, and do NOT mention the timeframe for the entire process of "withdrawal". They may have a VERY lengthy pending period, or only initiate the process on a single day of the week, after which they state the obvious, bank transfer takes 1-24 hours.

Support, have also gone from answering in 5 minutes, to not answering at all, when your question gets rather too direct for them to fob off with a bland canned response.

Maybe no payment, but more likely a long wait, and a battle through layers of incompetence (assuming they are not INTENTIONALLY rogue, such as the Virtual casino group).
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
There is some VERY clever wording there as well, they say it is the BANK TRANSFER that takes 1-24 hours, and do NOT mention the timeframe for the entire process of "withdrawal".
Hm and i thought certainly, that my withdrawal got approved within this time, because a bank transer can't be done within 1 hour within the EU, even with our new T&C for all banks since 1st November, on which a bank transfer must be on your account at the next working day.

ok it's from a 5.- non-deposit bonus, but i don't posted it in the bonus-issue forum, because it have nothing to do with the bonus, but with the incpmeptence of this casino ;)

still no answer on my last 3 emails to them.

maybe i should only wait and hope, that i get the money, otherwise i could only warn another people, to play there.
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
Mr. Green was set up by two of the Betsson founders, and up to now seems to have been trouble free.

I have a contact in the management there, and I have referred him to this thread in the hope that he can resolve this.
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
wow, i got now an answer and they quoted my sentence "maybe i should only wait and hope, that i get the money, otherwise i could only warn another people, to play there."

they told me, that i can do this certainly, but they can only excuse for the long withdrawal time and they will process it soon.

hm, now i'm relly very excited, if i tget my withdrawal soon :)

thanks hetset again for your help ;)
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
hm, maybe i'm really very impatient, but after 73 1/2 hours, the money is still sitting in my account and nothing happens, so i didn't get the money this week, although i made my withdrawal directly on monday, so that's not really very good service i think, or am i too spoiled from another fast paying casinos? ;)
 

Pulver

Senior Member
webmeister
PABaccred
Joined
Aug 5, 2009
Location
Tellus
That sucks lowroller... I have been paid within 3-4 days when I have been lucky enough to cash out from them. (That Jackpot 6000 slot can eat you alive when it is the wrong mood though )

Anyways, they seem like a standup casino, so im shure you will be paid. :)
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
Got now an email from the Manging Director "Mikael Pawlo" and he will look to this issue for me tommorow and speak with the austrian support team, what was going on.

At least it looks like, that they want to find a solution for me :)

Only patient to myself *lol*
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
Ok, now i got again an email, that my withdrawal is approved, but i can see this earliest tommorow morning in my account, that's why the balance is still available.

When even the Manager can answer to my emails within 10 minutes, why the support can't do this? ;)

I'll tell you, when i got my withdrawal in my bank account :)
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
ok, now the withdrawal was still available, but after sending them again an email, to ask them, why my withdrawal is still pending, i got an fast answer, that they'll look into this, but now i wanted again to log in, but my account is yet closed for security reasons?

Edit 1: ok, got again an answer back: "Login to the account is closed temporarily (for a few minutes, we'll let you know when the investigation is finished) while our team is investigating why you still can see the funds, although they are in practice removed."

Edit 2: i don't know how much "few" minutes are in sweden, but now 3 hours ago and my account is still locked!

Edit 3: at least i got always fast answer from Mikael Pawlo, Kudos to him ;-) The last mail said "We have found a bug that makes the money visible in your account although they have been drawn. However, you can not cancel the withdrawal. We will investigate this further, since it is very strange that it affects only a very limited number of accounts (this is the first time we encounter the problem)."

So i hope i'll receive my money soon in my bank account and then i should probably really buy more patient for me :)
 
Last edited:

GI Joe

Webmeister
webmeister
Joined
Aug 2, 2005
Location
LA
I have also played there...without luck. But I really like their slots....but Im not surprised that you got a problem there.
I have send them several mails regarding a bonus issue - no reply - not a good sign.

Good luck in getting your funds
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
ok, now the withdrawal was still available, but after sending them again an email, to ask them, why my withdrawal is still pending, i got an fast answer, that they'll look into this, but now i wanted again to log in, but my account is yet closed for security reasons?

Edit 1: ok, got again an answer back: "Login to the account is closed temporarily (for a few minutes, we'll let you know when the investigation is finished) while our team is investigating why you still can see the funds, although they are in practice removed."

Edit 2: i don't know how much "few" minutes are in sweden, but now 3 hours ago and my account is still locked!

Edit 3: at least i got always fast answer from Mikael Pawlo, Kudos to him ;-) The last mail said "We have found a bug that makes the money visible in your account although they have been drawn. However, you can not cancel the withdrawal. We will investigate this further, since it is very strange that it affects only a very limited number of accounts (this is the first time we encounter the problem)."

So i hope i'll receive my money soon in my bank account and then i should probably really buy more patient for me :)
Perhaps they cannot be SURE of this. If the bug somehow let you reverse funds already paid, the casino would be in a great deal of trouble from those seeking to exploit the bug.

Saying "a few minutes" was unwise, this is far too short a timeframe for any kind of "investigation", whether of a software bug, or a player's account. It raises a false expectation, which is crushed quickly, and this could make a player feel they are about to be cheated. At least you have an open line of communication with Mikael Pawlo.
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
At least you have an open line of communication with Mikael Pawlo.
Yes he is really very nice, although it's not his job to communicate with customers, because for this they have actually a support team, but since they didn't answer, he must sorted this out.

He also told me, that i should inform him, when the money arrived my bank account and he'll give me a 10.- ND bonus for the inconvenience, so i think that i'll get the money on monday or tuesday and the bonus is certainly a fair gift.

I'll tell you all, when the money is available in my bank account :)
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
Perhaps this recent (this week) news heralds a better approach to customer communications:

MR. GREEN BEEFS UP CRM


Mikael Pawlo, managing director of the Mr. Green online casino, has announced major changes to the company's customer relationship management structure which will see a new London-based support centre headed by a highly experienced addition to the executive team at Mr. Green.

The support centre will service all Mr. Green operations, including those involved in its recent entry into the rapidly expanding Nordic market.

Stina Reutercrona has been appointed to head the new centre, reporting directly to Pawlo. With experience at top Scandinavian companies Telenor, Glocalnet and Scandinavian Airlines (SAS), Reutercrona will lead the further development of a new CRM system and set up the London base.

"I have gained useful experiences through my previous assignments which will be very useful in establishing a new CRM strategy for Mr Green to enhance the customer service," Reutercrona said of her appointment this week. "Mr Green has enjoyed a substantial increase in new customers and through this effort we aim to continue establishing ourselves as a responsible and customer-friendly online casino," she said.

Pawlo said that the company, the brainchild of two of the founders of the Betsson group, has expanded "incredibly fast" over the past year and consequently needed to expand and enhance customer relations services.

"Stina Reutercrona has the perfect background and through this management appointment we take the next step towards becoming more accessible in our customer relations," he added.
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
I've found another glitch in the casino, because normally i should get every day, when i make a login, 50 points and they deduct also every day 5 points, so i should get at least every day 45 points (every 1000 points give you 2 tickets for a lottery, on which you can win a little cash prize) i had on monday, after my playthrough with the 5.- free money, 1.700 points in my account and although i've logged in every day since that, i have now only 1.727 points, which is very strange, because i should have at least about 1.900.
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
I've found another glitch in the casino, because normally i should get every day, when i make a login, 50 points and they deduct also every day 5 points
It was my error, because they don't deduct 5 points per day, but 5% from you full points ;)

Btw. money received today on my bank account :)

Thanks!

P.S.: Can maybe someone edit my first post, or at least the thread title to "resolved"? ;) thank you :)
 

eu_lowroller

Non-Gambler
Joined
Oct 25, 2009
Location
Austria
Played today with a only 20.- deposit, got without any question a 20% (4.-) Bonus, which i have to wager 25x the bonus (100.-) and the bonus is after the WR non-cashable, so it's not a good deal, although i had so much luck and played now 3 hours and could again never loose.
My balance was at highest 115.- but then it goes a little back, so i cashed out 76.- so at least a win of 56.- and 3 hours of fun, because these slots are really very low varaince and they can also pay out big :)

Let's see how fast this cashout will be, because they told me, that my next cashout is surely much faster, because there were some troubles, which only happenss on very less accounts and certainly on mine. *lol* :)
 

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