BSMITH87
Dormant account
- Joined
- Aug 19, 2019
- Location
- Wellington, NZ
Hi,
This will be quite detailed, so that I can get all of my facts across.
Sorry to bore you, in a nutshell, I won big at Mr green and they have accused me of using a proxy.
I'm not sure what has really happened here.
At the end of 2018 I moved to New Zealand, from the UK, with a working holiday visa. I plan on extending this a further 11 months, so I wont be moving back to the UK (if at all) until earliest November 2020.
Sunday 18th August:
On the 18th August I opened an account with Mr Green (In my living room, on my cell phone, connected to my home wifi) entering my NZ address and verifying my NZ phone number at approx 4pm (local time)
I deposited 30 euros. Played and lost, deposited another 30 euros, 3 further times. Played, and lost. Fine, down 120, you win some, you lose some.
I deposited a further 50 euros and ended up wining just over 100 euros, which I then withdrew.
Monday 19th August:
I canceled the withdrawal in the morning and continued to play, but lost that too.
After further deposits, My total deposits from my credit card totaled 260 euros.
On this day, I hit big and won 1650 Euros (6.5x initial deposit) with 5 euro spins (win was approx 300x) (t+c's say 5 euro spins is the maximum, whilst with a bonus) on Jack and the Beanstalk (10 spin bonus round, after hitting 3 chests) (approx 8pm local time)
I withdrew 1600, back to my credit card, maybe 10 minutes after the win.
A pop up asked if I wanted to forfeit my 1c bonus, and I accepted.
They actually charged 10 euros for the withdrawal.
I then continued playing with approx 80 euros, which eventually I lost.
Tuesday 20th August:
I woke up on this morning to an email from Mr Green advising that my withdrawal can not be processed because I was using a Proxy.
Sent 19th august 15:35 CEST (10 hours behind NZ time) (approx 5 1/2 hours after I clicked withdraw)
--------------------------------------------------------------------------------------------------------------
Dear Ben,
I hope this email finds you well and that you have had a great day so far.
Please be advised that an active proxy server has been detected on your device. Unfortunately we will not be able to proceed with any potential withdrawals while the proxy server is active. Steps to disable the proxy may vary on different devices. We suggest looking up the instructions relevant to your device and web browser via Google.
In case you are unfamiliar with proxy servers, please find a brief definition below:
A proxy server is a dedicated computer or a software system running on a computer that acts as an intermediary between an endpoint device, such as a computer, and another server from which a user or client is requesting a service. The proxy server may exist in the same machine as a firewall server or it may be on a separate server, which forwards requests through the firewall.
If you have any questions, please do not hesitate to get back to us.
Many thanks for your cooperation and I wish you a great day ahead.
Lorena
--------------------------------------------------------------------------------------------------------------
I work in Parliament IT, I know what a proxy is. I don't own a VPN, I have no need for one, and was definitely not using one,.
When I logged into my account, the withdrawal was still pending.
I immediately opened up a chat, where I spoke to Anthony at approx 6:45am (again local NZ time)
--------------------------------------------------------------------------------------------------------------
Ben Smith
Hey, I received a message to say I'm using a proxy server. I work in IT, I know what a proxy server is and I'm definitely not using one, as I don't even have one. What makes you think I am using one? I am in New Zealand and that's where I made the withdrawal.
Chat started
Mr Green
Hi Ben Smith and welcome to Mr Green's customer service team! Thank you for your message. I will be with you shortly so please hold a few minutes for me.
(approx 3 minutes later)
Anthony joined the chat
Ben Smith
Hi Anthony
Anthony
let me take a look
Ben Smith
Great thanks
(approx 6 minutes later)
Anthony
who was the email about the proxy from?
Ben Smith
Lorena
Mr Green Customer Service - Ticket 1166203
Anthony
strange normally we only check for VPN during transactions like withdraws but it doesn't appear like the system set of a trigger for that so its possible it was sent by mistake or have you been on holiday and used the site maybe?
Ben Smith
No
I was here yesterday when I made the withdrawal and I'm here today
I joined the site 2 maybe 3 days ago
Verified my NZ cell number
Can you please approve the withdrawal
(approx 4 minutes later)
Anthony
the payments team need to approve the payment having said that it appears the proxy warning might just have been a mistake as I can't see anything that would indicate this
Ben Smith
Wow
So when will this be approved
Anthony
hopefully within the next 24hrs
Ben Smith
Hopefully? Or it will be.
I'm not obviously happy that your systems trigger of an false alert blocking withdrawal
Anthony
to be fair even if it hadn't a withdraw of that size would have needed to be manually approved anyway
Ben Smith
That's fine, manual approval sure
But your system failed and sent out a wrong alert
Anthony
understandable, but its possible the payments team have more info on that but I can see that the withdraw is showing as your registered town so should be fine
Ben Smith
OK great
--------------------------------------------------------------------------------------------------------------
So as you can see from above, this was apparently a false alert. it already seems like a delay tactic.
I didn't even get a hello or a "anything else I can help you with"
He seemed rude from the get go.
So I replied back to the original email to advise I was not using a proxy. I included a customer service address too.
Wednesday 21st August:
Woke up to no response and withdrawal still pending, now roughly 34 hours since I submitted the withdrawal. I opened up a chat window at approx 8AM.
--------------------------------------------------------------------------------------------------------------
Ben Smith
HI, I was wondering when my withdrawal will be approved.
Chat started
Mr Green
Hi Ben Smith and welcome to Mr Green's customer service team! Thank you for your message. I will be with you shortly so please hold a few minutes for me.
(approx 5 minutes later)
Anthony Joined the chat
Ben Smith
Hi Anthony
Anthony
Let me take a look
(3 minutes later)
looks like we are just waiting for the payments team to approve the withdraw once that is done you'll be emailed.
Ben Smith
OK
Any ideas how long?
Anthony
Normally seeing as its been sat in awaiting approval for more than 24 hrs i'd ask the payments team to look at it and see if we can approve it but they finish at 10pm GMT +1 so if it hasn't been approved by tomorrow around noon come in chat and we'll look at getting it approved
Ben Smith
Fantastic, so that will be around 10pm tonight NZ time.
Anthony
They work from 9am GMT+1 TILL 10pm GMT+1 not sure what the time frame is in NZ
But yeah whatever time is best for you
Ben Smith
Ok cool, sure we'll work it out
Thanks
Anthony
Sorted
congrats on your win
Enjoy your day
Ben Smith
you too
Anthony
Cheers
--------------------------------------------------------------------------------------------------------------
Much better chat with Anthony today, even gave him a thumbs up.
Although he said noon, I'll probably start a chat at 8pm (10am cest) (If i get a chance, pretty busy tonight) as that will be 48 hours since I clicked withdraw.
8pm tonight will be 48 hours since I clicked the withdraw button, if it gets to 72 hours (8pm tomorrow night) with it still stuck and no response, then surely they have broken their T+C's.
That is when I will submit my complaint publicly. I believe that is long enough, with one response which was a false accusation.
This could be very easy to get angry about but I am going to keep my cool. This will be quite a difficult case to manage, due to time differences. I'm asleep when most of the staff start turning up for work, but I'm hoping we can work together to get this sorted. Although service so far has been quite poor.
All of these dates are NZ, so +11GMT. For example, when it is 6am Friday here, it is 8pm Thursday CEST (which is malta time, where they are based)
I had a similar problem with CasinoCalzone. Where I was playing in NZ, but with my account registered in the UK. After attempting to withdraw, I got a message to say they believe I am playing from New Zealand, but the account is registered to a UK address, which was true. After clearing this up and sending in verification documents, the withdrawal was processed, but I was advised to only play in my registered country.
So I made sure that any new casino I join, to enter my residential address (which is New Zealand)
I have been through the T+C's and can confirm I have not breached any.
I am living in New Zealand, where my account is registered to.
I am not using a VPN/Proxy, or hiding my location in any way.
Although I had a very little bonus amount, the spin that I won the amount with was on the maximum stake (not over) and I accepted that I would lose the 1c bonus.
I am more than happy to supply documents, including my Visa, UK passport, utility bills (from NZ) and credit card (used to deposit) photos, But I haven't been asked for that yet, but expect it to be next.
Bryans detailed review of Mr. Green here
This will be quite detailed, so that I can get all of my facts across.
Sorry to bore you, in a nutshell, I won big at Mr green and they have accused me of using a proxy.
I'm not sure what has really happened here.
At the end of 2018 I moved to New Zealand, from the UK, with a working holiday visa. I plan on extending this a further 11 months, so I wont be moving back to the UK (if at all) until earliest November 2020.
Sunday 18th August:
On the 18th August I opened an account with Mr Green (In my living room, on my cell phone, connected to my home wifi) entering my NZ address and verifying my NZ phone number at approx 4pm (local time)
I deposited 30 euros. Played and lost, deposited another 30 euros, 3 further times. Played, and lost. Fine, down 120, you win some, you lose some.
I deposited a further 50 euros and ended up wining just over 100 euros, which I then withdrew.
Monday 19th August:
I canceled the withdrawal in the morning and continued to play, but lost that too.
After further deposits, My total deposits from my credit card totaled 260 euros.
On this day, I hit big and won 1650 Euros (6.5x initial deposit) with 5 euro spins (win was approx 300x) (t+c's say 5 euro spins is the maximum, whilst with a bonus) on Jack and the Beanstalk (10 spin bonus round, after hitting 3 chests) (approx 8pm local time)
I withdrew 1600, back to my credit card, maybe 10 minutes after the win.
A pop up asked if I wanted to forfeit my 1c bonus, and I accepted.
They actually charged 10 euros for the withdrawal.
I then continued playing with approx 80 euros, which eventually I lost.
Tuesday 20th August:
I woke up on this morning to an email from Mr Green advising that my withdrawal can not be processed because I was using a Proxy.
Sent 19th august 15:35 CEST (10 hours behind NZ time) (approx 5 1/2 hours after I clicked withdraw)
--------------------------------------------------------------------------------------------------------------
Dear Ben,
I hope this email finds you well and that you have had a great day so far.
Please be advised that an active proxy server has been detected on your device. Unfortunately we will not be able to proceed with any potential withdrawals while the proxy server is active. Steps to disable the proxy may vary on different devices. We suggest looking up the instructions relevant to your device and web browser via Google.
In case you are unfamiliar with proxy servers, please find a brief definition below:
A proxy server is a dedicated computer or a software system running on a computer that acts as an intermediary between an endpoint device, such as a computer, and another server from which a user or client is requesting a service. The proxy server may exist in the same machine as a firewall server or it may be on a separate server, which forwards requests through the firewall.
If you have any questions, please do not hesitate to get back to us.
Many thanks for your cooperation and I wish you a great day ahead.
Lorena
--------------------------------------------------------------------------------------------------------------
I work in Parliament IT, I know what a proxy is. I don't own a VPN, I have no need for one, and was definitely not using one,.
When I logged into my account, the withdrawal was still pending.
I immediately opened up a chat, where I spoke to Anthony at approx 6:45am (again local NZ time)
--------------------------------------------------------------------------------------------------------------
Ben Smith
Hey, I received a message to say I'm using a proxy server. I work in IT, I know what a proxy server is and I'm definitely not using one, as I don't even have one. What makes you think I am using one? I am in New Zealand and that's where I made the withdrawal.
Chat started
Mr Green
Hi Ben Smith and welcome to Mr Green's customer service team! Thank you for your message. I will be with you shortly so please hold a few minutes for me.
(approx 3 minutes later)
Anthony joined the chat
Ben Smith
Hi Anthony
Anthony
let me take a look
Ben Smith
Great thanks
(approx 6 minutes later)
Anthony
who was the email about the proxy from?
Ben Smith
Lorena
Mr Green Customer Service - Ticket 1166203
Anthony
strange normally we only check for VPN during transactions like withdraws but it doesn't appear like the system set of a trigger for that so its possible it was sent by mistake or have you been on holiday and used the site maybe?
Ben Smith
No
I was here yesterday when I made the withdrawal and I'm here today
I joined the site 2 maybe 3 days ago
Verified my NZ cell number
Can you please approve the withdrawal
(approx 4 minutes later)
Anthony
the payments team need to approve the payment having said that it appears the proxy warning might just have been a mistake as I can't see anything that would indicate this
Ben Smith
Wow
So when will this be approved
Anthony
hopefully within the next 24hrs
Ben Smith
Hopefully? Or it will be.
I'm not obviously happy that your systems trigger of an false alert blocking withdrawal
Anthony
to be fair even if it hadn't a withdraw of that size would have needed to be manually approved anyway
Ben Smith
That's fine, manual approval sure
But your system failed and sent out a wrong alert
Anthony
understandable, but its possible the payments team have more info on that but I can see that the withdraw is showing as your registered town so should be fine
Ben Smith
OK great
--------------------------------------------------------------------------------------------------------------
So as you can see from above, this was apparently a false alert. it already seems like a delay tactic.
I didn't even get a hello or a "anything else I can help you with"
He seemed rude from the get go.
So I replied back to the original email to advise I was not using a proxy. I included a customer service address too.
Wednesday 21st August:
Woke up to no response and withdrawal still pending, now roughly 34 hours since I submitted the withdrawal. I opened up a chat window at approx 8AM.
--------------------------------------------------------------------------------------------------------------
Ben Smith
HI, I was wondering when my withdrawal will be approved.
Chat started
Mr Green
Hi Ben Smith and welcome to Mr Green's customer service team! Thank you for your message. I will be with you shortly so please hold a few minutes for me.
(approx 5 minutes later)
Anthony Joined the chat
Ben Smith
Hi Anthony
Anthony
Let me take a look
(3 minutes later)
looks like we are just waiting for the payments team to approve the withdraw once that is done you'll be emailed.
Ben Smith
OK
Any ideas how long?
Anthony
Normally seeing as its been sat in awaiting approval for more than 24 hrs i'd ask the payments team to look at it and see if we can approve it but they finish at 10pm GMT +1 so if it hasn't been approved by tomorrow around noon come in chat and we'll look at getting it approved
Ben Smith
Fantastic, so that will be around 10pm tonight NZ time.
Anthony
They work from 9am GMT+1 TILL 10pm GMT+1 not sure what the time frame is in NZ
But yeah whatever time is best for you
Ben Smith
Ok cool, sure we'll work it out
Thanks
Anthony
Sorted
congrats on your winEnjoy your day
Ben Smith
you too
Anthony
Cheers
--------------------------------------------------------------------------------------------------------------
Much better chat with Anthony today, even gave him a thumbs up.
Although he said noon, I'll probably start a chat at 8pm (10am cest) (If i get a chance, pretty busy tonight) as that will be 48 hours since I clicked withdraw.
8pm tonight will be 48 hours since I clicked the withdraw button, if it gets to 72 hours (8pm tomorrow night) with it still stuck and no response, then surely they have broken their T+C's.
That is when I will submit my complaint publicly. I believe that is long enough, with one response which was a false accusation.
This could be very easy to get angry about but I am going to keep my cool. This will be quite a difficult case to manage, due to time differences. I'm asleep when most of the staff start turning up for work, but I'm hoping we can work together to get this sorted. Although service so far has been quite poor.
All of these dates are NZ, so +11GMT. For example, when it is 6am Friday here, it is 8pm Thursday CEST (which is malta time, where they are based)
I had a similar problem with CasinoCalzone. Where I was playing in NZ, but with my account registered in the UK. After attempting to withdraw, I got a message to say they believe I am playing from New Zealand, but the account is registered to a UK address, which was true. After clearing this up and sending in verification documents, the withdrawal was processed, but I was advised to only play in my registered country.
So I made sure that any new casino I join, to enter my residential address (which is New Zealand)
I have been through the T+C's and can confirm I have not breached any.
I am living in New Zealand, where my account is registered to.
I am not using a VPN/Proxy, or hiding my location in any way.
Although I had a very little bonus amount, the spin that I won the amount with was on the maximum stake (not over) and I accepted that I would lose the 1c bonus.
I am more than happy to supply documents, including my Visa, UK passport, utility bills (from NZ) and credit card (used to deposit) photos, But I haven't been asked for that yet, but expect it to be next.
Bryans detailed review of Mr. Green here
