Mr Green Refusing Passport? Advice Needed

ryanespie

Newbie member
Joined
Feb 11, 2021
Location
ireland
Hello everyone,

I wonder if anyone with experience in the industry could help me?

I signed up to Mr Green about a week ago. I managed 2900 euros in withdrawals (Almost instant to skrill). I have 1000 euros left. They requested KYC and blocked my account? I sent in my passport x2 pics, selfie with passport, POA and skrill verification. They then came back and said the DOB did not match my ID and asked for an explanation? I didnt know it had filled in wrong so assume google chrome or may have been something to do with the few Krakens I had had lol. Anyway I asked them to update it for me and provided another selfie of my passport.

I then get an email saying they need another ID doc and POA. I sent in the POA but only have my passport as ID. Never driven and been a while since i was a student.

Mr green then stated they would not process the withdrawal until I sent in another ID doc. I stated I didnt have one and they TOLD me to go and get a driving license and then come back! They said due to AML regs they can't put through withdrawals until Im verified. When I pointed out they had done 2900 euros before I sent in anything they kept ignoring me and copy and pasting AML regs.

I have checked on MGA guidelines and it seems to state my passport is fine for valid ID and a casino can't just refuse to verify you if youve provided all valid docs? Which I have.

Any advice on what I should do would be greatly appreciates as at the moment Im stuck.

Thanks
 

ryanespie

Newbie member
Joined
Feb 11, 2021
Location
ireland
Thanks I have messaged the member.

Has anyone else in to a casino putting through thousands in withdrawals and then refusing ID docs? I've never had it before and at a loss at what to do as my passport is good enough for bank accounts and travelling the world but not Mr Green?....Chat agent actually told me to apply for a driving license if i want my money!

Should I do a PAB...
 

Scott1baird

Senior Member
MM
Joined
Oct 16, 2018
Location
Isle of Bute Scotland
@mr
Thanks I have messaged the member.

Has anyone else in to a casino putting through thousands in withdrawals and then refusing ID docs? I've never had it before and at a loss at what to do as my passport is good enough for bank accounts and travelling the world but not Mr Green?....Chat agent actually told me to apply for a driving license if i want my money!

Should I do a PAB...
@maxd anything?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Should I do a PAB...

You are certainly welcome to do so but I have to be honest here and tell you that Mr Green has had a real problem respecting and responding to the PAB process in recent times. For ages they shuffled their feet and basically did nothing while they were supposedly "restructuring" in order to process PABs. Which was something they'd been doing for years previously so why now suddenly was it a problem? Answer: Because they were taken over by William Hill and WillHill has for ages been notoriously unresponsive to player issues. See here for instance: WARNING - William Hill invasive KYC, unresponsive to complaints

That said, their "restructuring" is supposedly done and in place so maybe a PAB now would be a dawdle. I wouldn't bet my lunch money on it but I couldn't say for certain either way.
 

ryanespie

Newbie member
Joined
Feb 11, 2021
Location
ireland
This isn't great to hear atall.

Currently they have come back once again and said for security issues they need an alternative ID. I have no other ID. They have put through €2900 in withdrawals no issue with no KYC. I have sent in 4 passport pics and 2 selfies and they just keep requesting another form of ID and ignore the fact I have stated I don't have one? They have removed their request for an alternative POA even though I stated I could supply this.

Does anyone have any advice on what to do in this situation? I think under guidelines don't they have to send the remaining money if they refuse docs? I mean my passport is good enough to get in and out of countries but not Mr Green....

Any advice or help here would be greatly appreciated.
 

ryanespie

Newbie member
Joined
Feb 11, 2021
Location
ireland
Are there any guidelines on Casinomeister on what a player should do in this situation? Currently Mr Green keep requesting an alternative ID which i do not have and have ignored the numerous pictures of my passport and selfies despite having processed €2,900 withdrawals to this point. Ive sent MGA guidelines and some stuff on EU law I got from advice beureu but they seem to be ignoring it?

Any help from the more clued up people here would be great.

Thanks
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
Are there any guidelines on Casinomeister on what a player should do in this situation? Currently Mr Green keep requesting an alternative ID which i do not have and have ignored the numerous pictures of my passport and selfies despite having processed €2,900 withdrawals to this point. Ive sent MGA guidelines and some stuff on EU law I got from advice beureu but they seem to be ignoring it?

Any help from the more clued up people here would be great.

Thanks
You tried the rep? PAB?
Contacted @maxd?
@LadyJelena ?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
The problem here is pretty much as I've described: Mr Green has player complaints locked up. You have to follow their procedures, full stop. Yes it sucks and yes it is hugely disrespectful to players but WillHill calls that shots now and being unsympathetic to players with complaints has never bothered them much.

My advice is follow their procedure to the letter, escalate it to the ADR ASAP, and hope for the best. Under the circumstances that's pretty much the best you can hope for.
 

ryanespie

Newbie member
Joined
Feb 11, 2021
Location
ireland
Thanks,

The affiliate manager on here seemed to raise it again with the team and they have seemingly accepted the ID and numerous selfies and have only now requested the Skrill screenshot. I have sent this and will update this thread.
 

Gaz237

Ueber Meister
MM
Joined
May 8, 2014
Location
chelmsford UK
This isn't great to hear atall.

Currently they have come back once again and said for security issues they need an alternative ID. I have no other ID. They have put through €2900 in withdrawals no issue with no KYC. I have sent in 4 passport pics and 2 selfies and they just keep requesting another form of ID and ignore the fact I have stated I don't have one? They have removed their request for an alternative POA even though I stated I could supply this.

Does anyone have any advice on what to do in this situation? I think under guidelines don't they have to send the remaining money if they refuse docs? I mean my passport is good enough to get in and out of countries but not Mr Green....

Any advice or help here would be greatly appreciated.

To be fair to Mr Green, your passport details didn't match your sign up details.

So can understand them wanting further conformation.
 

ryanespie

Newbie member
Joined
Feb 11, 2021
Location
ireland
They've had 4 pictures of my passport and 3 selfies now. I would say that is more then enough confirmation lol.

Years ago I made a typo on my name on betvictor, they sorted it within 5 minutes when I explained and stated I only had one ID.
 

Kyocer777

Newbie member
Joined
Feb 5, 2021
Location
Spain
Ugh... No william hill or mr green for me... If european casinos use such tricks... I can only imagine Curacao...
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
Ugh... No william hill or mr green for me... If european casinos use such tricks... I can only imagine Curacao...
It’s a playground of fun and merriment.

seriously stick to @L@Lcasino’s, sky or don’t bother lol..
 
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