Mr Green - Proxy/VPN - Withholding Withdrawal

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)

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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

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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

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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.
 

BSMITH87

Dormant account
Joined
Aug 19, 2019
Location
Wellington, NZ
Update:

At approx 8:15pm I opened up chat and spoke to leanne.

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Chat Transcript with Ben Smith

(08:13:49)*** Ben Smith joined the chat ***
(08:13:50)Ben Smith: Hi, I just wanted to check when my withdrawal will be approved. Its been 48 hours now.(08:13:58)
*** Leanne joined the chat ***
(08:14:39)Ben Smith: Hi leanne
(08:15:15)Leanne: Hey Ben(08:15:18)
Leanne: Thanks for contacting Mr Green, you're speaking with Leanne :)
(08:15:23)Leanne: Before i can access your account, please can you confirm the information below for security: Full name * Date of birth * Registered email address * Home address, post code and city * Mobile number
(08:15:32)Ben Smith: Of course
(08:15:36)Ben Smith: Ben smith
(08:15:43)Ben Smith: ********
(08:16:02)Ben Smith: *********
(08:16:09)Ben Smith: ********
(08:16:32)Ben Smith:*****
(08:18:18)Leanne: Ok so i can see 2 issues
(08:18:26)Leanne: one an email about a proxy
(08:18:30)Ben Smith: Ok
(08:18:38)Ben Smith: Yeah, I don't get that
(08:18:47)Leanne: two, your account is not verified
(08:19:00)Ben Smith: Cool, happy to verify
(08:19:26)Ben Smith: What do you need
(08:19:54)Leanne: so we need ID and proof of address
(08:20:04)Ben Smith: Great
(08:20:22)Ben Smith: Passport and a utility bill?
(08:20:30)Leanne: perfect!
(08:20:36)Ben Smith: Great
(08:20:39)Leanne: you can upload them over the chat
(08:20:47)Leanne: but you will also need to re request the withdrawal
(08:21:04)Leanne: as it has shown that a proxy was used when requesting this one
(08:21:14)Ben Smith: Can I send them by email?(08:21:22)Leanne: sure, or you can upload to the chat?
(08:21:52)Ben Smith: They are stored on my Google drive and I can't upload them from here
(08:22:00)Leanne: email address is customerservice-international@mrgreen.com
(08:22:13)Ben Smith: Amazing. I'll do it shortly
(08:22:20)Ben Smith: Now about the proxy...
(08:23:09)Ben Smith: I really don't see how that happened. I work in IT, so know what one is. I 100% don't need one, nor own or pay for a vpn
(08:23:26)Ben Smith: So I don't know how it was flagged
(08:24:54)Leanne: to be honest Ben, i am unsure how it is detected from our finance team. But it has been somehow
(08:25:05)Ben Smith: Interesting
(08:25:09)Leanne: so the withdrawal will need to be cancelled and re requested
(08:25:23)Leanne: but you might as well wait until your documents have been verified
(08:25:29)Ben Smith: Should I wait untill my account is verified...
(08:25:32)Leanne: as we can not process the payment until then
(08:25:39)Ben Smith: Ahh was just going to ask that
(08:25:39)Leanne: exactly :)
(08:25:54)Ben Smith: Thanks leanne
(08:26:08)Ben Smith: Can I get a copy of this chat sent to my email please
(08:26:23)Leanne: yes sure
(08:26:35)Leanne: il send it as soon as the chat has ended
(08:26:38)Ben Smith: Fantastic
(08:26:46)Ben Smith: Thumbs up!
(08:26:51)*** Ben Smith has rated the chat Good ***
(08:26:51)Leanne: great :)
(08:26:51)*** Ben Smith has removed the chat rating ***
(08:26:54)Leanne: thanks Ben
(08:27:02)Ben Smith: Have a nice day
(08:27:09)Leanne: you too!
(08:27:32)*** Ben Smith has rated the chat Good ***
(08:27:32)*** Ben Smith has commented: Great help ***
(08:27:34)*** Ben Smith left the chat ***

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At 8:45pm I sent in the following, shortly after i canceled the withdrawal. I now have 1600 euros sitting in my account. usually I would play a little, but this time i am not.

--------------------------------------------------------------------------------------------------------------------------

Hi,

I have been asked to verify my account.

UK passport

2 NZ utility bills

NZ work visa

Credit card used to deposit. Front and back.

1 UK bank statement, which matches address on passport.


Please find attached the following documents.

Further notes:

I have a UK passport because 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. So although a UK citizen, I live in New Zealand.

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)

Re: proxy detected.

I'm not really sure how this happened.

I work in IT, I know what a proxy is. I don't own one, nor have the need for one. I 100% was not using one at the time if withdrawal.

Thankyou

--------------------------------------------------------------------------------------------------------------------------

Thursday 22nd August

Woke up to no reply, so I opened another chat window and spoke to Matthew. I was unable to get a copy of this chat log, but it was short, Matthew advised that they have received my documents and it can take up to 48 hours to process.
I'm still not exactly happy that it took them 48 hours (after withdrawal) to request verification, and I still don't have an explanation about the proxy I was supposedly using.
 

myke35

Experienced Member
Joined
Sep 25, 2018
Location
Uk
Have you run any of the proxy detection site tests from your connection? My cell provider's network tests positive for a proxy on quite a few of the sites because they use CGNAT on their network. No proxy config from my end.
 

BSMITH87

Dormant account
Joined
Aug 19, 2019
Location
Wellington, NZ
Have you run any of the proxy detection site tests from your connection? My cell provider's network tests positive for a proxy on quite a few of the sites because they use CGNAT on their network. No proxy config from my end.
Hi,

I've just done a test, 4G from my cell. No proxy detected. I'll try it connected to my WIFI this evening, I definitely haven't put a VPN on my router. Perhaps when my documents are approved, i'll submit the withdrawal using 4G.
 

Bloatgoat

Senior Member
webby
Joined
Nov 29, 2017
Location
Somewhere
I live in a country in the EU, but my cellphone and containing number is still from Holland. I use my 4G internet and my provider simply assigns me a Dutch IP while being in a different country. Casino's would be stupid enough to think that is a VPN or some sort of proxy that i'm using. Perhaps you logged in or was logged in for a moment while wireless was lost and 4G slipped in.

You see all the hassle they let you go through, i woud'nt spend one more dime at this casino afterwards dude. They just buying time for you to cancel the withdrawl and blast everything away.
 

BSMITH87

Dormant account
Joined
Aug 19, 2019
Location
Wellington, NZ
You see all the hassle they let you go through, i woud'nt spend one more dime at this casino afterwards dude. They just buying time for you to cancel the withdrawl and blast everything away.

Hi,

I know what they are doing, it's not going to work on, it's a test. This morning i was tempted to play down to 1500, but no I'm going to stand my ground, follow their rules and requests.
I'm not going to do it, i was reading This thread and it sounds horrific, so no. If i'm honest, now I've won quite a big amount, i'm going to have a break.

Small update:

They replied to my documents to say they couldn't open them, upon checking I had actually linked the google drive ID folder. So that was my fault. I managed to jump onto chat and send the docs. Pernille said the docs look good and will get it fast processed through verification, but can still take upto 48 hours, usually quicker though.
 

Skinupladdy

Banned User
Joined
Apr 20, 2019
Location
Ireland
Just on the subject of mister green. Cc try but it's always a different section.I also lost superspins last week on a promotion. They've been in the game long enough to have instant payout.happy to take your deposits though. They were hope that you would reverse it and lose it.welldone for not
 

BSMITH87

Dormant account
Joined
Aug 19, 2019
Location
Wellington, NZ
Morning,

Update: Last night, I got an email to confirm my account is verified. Email also advised it can take upto 72hours for withdrawal to be approved, and further 1-5 days to reach my account. So it needs to be in my account by next Friday evening at the latest. Still a long process and I didn't wake up to any email to say I using a proxy, but the amount is still pending withdrawal.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Morning,

Update: Last night, I got an email to confirm my account is verified. Email also advised it can take upto 72hours for withdrawal to be approved, and further 1-5 days to reach my account. So it needs to be in my account by next Friday evening at the latest. Still a long process and I didn't wake up to any email to say I using a proxy, but the amount is still pending withdrawal.

After all that extra waiting they seriously told that now you are verified and can start to wait for withdrawal to be processed? Would thought that after this delay your withdrawal would be approved at the same moment when your documents are verified and not to put your last in new queue.... I hope and guess that it's just their standard reply and you get sorted much faster but in such a scenario you should have received email that your documents are verified and withdrawal processed or at very least that your documents are ok and your withdrawal sent to be processed in a moment (in such a scenario it would be reasonable from document verification person to pass instant message to payment team to get it done if same person can't make it).

It feels that during the years all customer facing operations start to be more and more automated templates and not too much effort to look requests little bit case by case and prioritize these where delay have been already long and not in standard what casino would like to provide... This not particularly MrGreen but in general unfortunately :(
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Mr Green is now part of WillHill, so I expect the customer service quality to suffer as they need to bring it down to the pathetic WH level. :D
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Mr Green is now part of WillHill, so I expect the customer service quality to suffer as they need to bring it down to the pathetic WH level. :D

That's unfortunately is trend that when you get part of bigger company, your customer operations are not getting more player friendly but more and more copypastes without too much effort to prioritize you when there would be valid reason like smaller operators more often do/did.

Maybe it's just my own feeling and it's only basing to that and what reading from here etc... Just have had these kind of issues in few places that it doesn't help how well and clearly you try to explain yourself, you still get standard copy paste reply and feeling if anyone really read your message.

Hope it's only me and some exceptions but just bit scared that it's bit standard where we are going, and really hope many as possible casinos proove me wrong
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
This topic is nearly two years old, and Ben has not logged in since August 2019, so you might want to start a new thread concerning anything that has to do with Mr. Green. :D
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
You can try sending him a private message - but he has pretty much a dormant account.
 
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