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Mr green verification problems, not paying winnings and blocked account

Discussion in 'Casino Complaints - Non-Bonus Issues' started by zoeanne1982, Jun 4, 2016.

    Jun 4, 2016
  1. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Hello everyone, I'm hoping someone can give me some advice

    I've been playing mr green fro around 2 months, all has been good, made a little withdrawal of 30 which was in my bank after 2 days. The problem started Monday 23rd May, I withdrew 420 The day after I had an email asking to send passport, proof of address and pics of debit card which I sent. I then got told it would take 48 hours to verify, I then got asked to resend as they were blurry so I sent them again again waited another 48 hours. All in all i had to semd docs 4 times!!! Then I got asked why passport was in different surname told them it's because I got married and it was a new passport for my honeymoon and as it's a 10 year one I haven't paid to change it, so I sent them my marriage certificate, again having to wait 48 hours which came up to yesterday. Nothing from them all day, yesterday evening I asked chat for the umpteenth time to be told it's still under investigation, all I'm being told is payments will contact me soon. I'm so upset by all this and just do not know what to do. I've deposited 500 since I opened the account. Any advice will be greatly appreciated thank you
     
  2. Jun 4, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Hi Zoe-Anne and welcome to CM :D

    We had a similar case just recently here on CM, took very long to have the account verified.

    You can contact their rep here directly by sending him a PM (private message), he will surely help you: http://www.casinomeister.com/forums/member.php?u=38251

    Nothing is more frustrating then to wait for winnings. In the future i recommend that you get verified before making the first deposit to avoid these kind of situations.
     
    1 person likes this.
  4. Jun 4, 2016
  5. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Hi harry

    Thank you I will contact the rep, and thanks for the sound advice
     
    1 person likes this.
  6. Jun 4, 2016
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Very welcome Zoe-Anne. :thumbsup: :)

    Let us know how it goes.

    I did "the verification before deposit" from day one when registering with new casinos. Even told them in my email with the documents that i won't deposit before the verification is not confirmed. 18 newly registered accounts since Jan 2015 and firstly, my verification never took longer than a few hours (probably because they wanted me to deposit asap) and secondly, never had any issues with withdrawals, all promptly paid in less than 12 hours.

    In fact, i just checked and Mr. Green paid my withdrawals in less than 30 minutes to my Neteller account.
     
  8. Jun 4, 2016
  9. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Hi harry

    I've not contacted the rep yet, I've just had an email from mr green asking why I'm in portugal, which I am as I work here for sometimes up to 2 or 3 months with my family building business, I've been asked this last month by their chat and explained the same, I've told them again why. And they are asking for another 48 hours to review it. What I find worrying harry is why is this only an issue now yet they have willingly taken deposits from my uk registered debit card through out this without this question being posed. Should I contact my bank do you think? I really feel they are trying every excuse now
     
  10. Jun 4, 2016
  11. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Zoe-Anne .....firstly as this is the most important - DO NOT contact your bank. Charging back will open a can of worms.

    Every casino has to do the KYC verification at some point. Some are asking for the docs after your first deposit, some after your first withdrawal, however, they all have to ask latest when your withdrawals exceed EUR/GBP/$ 2,300.

    Your best option is still to contact the rep....Patryk is very helpful, but he might not work weekends.
     
  12. Jun 4, 2016
  13. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Thanks Patrick ill contact the rep, this constant 48 hours business is getting beyond the joke now, I have over 20 emails over The past 10 days just back and forth. I understand the importance of the verification but just feel like I'm jumping through hoops for nothing
     
  14. Jun 4, 2016
  15. DANB9191

    DANB9191 Senior Member

    Location:
    United Kingdom
    Doesn't sound like Mr Green at all :eek2: This was a pretty good site when I was with them.. I'd re open my account but I just can't be bothered to ring them up to answer security questions. I never made a withdrawal over £100 though, was never stopped for ID. I hope you get your winnings !! Sounds like you have given them more than enough to process your withdrawal :confused:
     
  16. Jun 4, 2016
  17. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    10 days is an awfully long time and certainly not the standard. Mr. Green is usually pretty quick but recently we have a few complaints that the verification took very long. If you enter "Mr. Green verification" in the search box on the top you will find quite a few threads.

    It might be more complex because you are from the UK and are currently in Portugal.
     
    1 person likes this.
  18. Jun 4, 2016
  19. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    My thoughts exactly danb mr green have been a brilliant site to play through and I must say their customer Service have been really helpful Even though they couldn't really do much, it just seems this is way too much of a time to have to go through this
     
    1 person likes this.
  20. Jun 4, 2016
  21. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Hi harry

    Kyc is photo Id address and card they have had all this over a week ago also marriage certificate I'm on other casinos thar do not even require this much and I will reitterate they have taken deposits from a uk bank account via a portuguese login for over a month now with no questions asked. Yet after being given the royal run around for 10 days that question is now asked now harry you seem to be very Knowledgeable on this so could you please tell me why
     
  22. Jun 4, 2016
  23. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Just rang them update

    I have now just rung mr green and spoke to Daniel who confirmed the were informed of my portugal status on the 26th May he also said it is wrong that I'm being asked to wait another 48 hours just for an answer to a question.
     
  24. Jun 4, 2016
  25. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    A few simple but not so easy to know reasons:

    1. Casinos do not check where the card is originating from when making a deposit. The transaction is only checked that you have enough credit and you entered the CVC code correctly.

    2. A lot of casino fraud is coming from syndicates in the UK, be it stolen identities, fake/copied credit cards, money laundering etc. Hence, somebody sitting in Portugal, who has not been previously verified, and using a UK bank card probably sets off the alarms and they need to make 100% sure that you are the owner of the card.

    Hope you get it sorted soon and can go back to enjoy you gaming :)

    KYC is:

    - photo ID / other forms of ID
    - proof of deposit sources (CC's copies , Neteller screenshot)
    - proof of address
     
    4 people like this.
  26. Jun 4, 2016
  27. MrSilver

    MrSilver Experienced Member webby MM

    Occupation:
    Writer, Blogger, Video reviewer, Casino critique a
    Location:
    Dans un Casino près de chez vous...
    Greeting Zoe :)


    Just make sure you contact "Patryk" from Mr Green, he's the man!....you shouldn't have any problem, but Harry is Right, since you're from UK and now in Portugal... you must give notification or warning that you'll be traveling, same for your Bank or Credit Card, always let them know you're out of town.

    Yes, you can spent money as much as you want, but then....if you request a big withdraw, the normal procedure is the Identification control of the individual and do a quick investigation. - Evidently, if you spent 500$ "this could be suspicious money" and you request a withdraw of the same amount 500$ and at the same time, you are away into another country, i'll be investigating you Personally as money laundering......sounds like you turn ghost money from UK into legit one, while being in Portugal....perhaps, that's the Problem.

    ....that's what most people doesn't understand and claim repeatedly that Casino take my money again and again! but once we cash out they do Verification in order to seize our winnings, which is Not true........people can easily deposit 10k and bet in a way to gain back quickly a clean 10k, it's rather common to do this, therefore why we need to apply Prompt verification and it has nothing to do with Casino trying to use "stalling tactic/verification or doesn't want to pay you" .....yet, obviously.....there is some sneaky Casino who do use these tactics, sadly....there are in the Rogue pit. ;)


    Overall, i do strongly recommend you or to anyone who wish to start gambling with a new Website....avoid hassle, have all your ID ready and sent them "Before" you make any deposit.....then, as soon it's all cleared....they shouldn't not be bothering you with verification regardless of any amount you deposit or withdraw. :thumbsup:



    Indeed, if you wish to play anonymously, find a new Casino, have a chat with the Customers Support first, therefore warm them before that you're playing for fun, that you do Not have any ID and if ever you have a BIG win, you will Not provide any Identification whatsoever....if they agree, you're good to deposit! Good Luck! :)
     
    1 person likes this.
  28. Jun 4, 2016
  29. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Thank you both, I did tell them, a month ago, ill be honest I've had enough now, have just been on the phone again to Daniel from cs he kept trying to trip me up saying I've told him 3 times o live in portugal, it's just far too upsetting now i live in England my full job is working for Westminster I've been spoken to and treated is way beyond kyc I'm all and willing to take this further as I am who I am and they know this they are all liars
     
  30. Jun 5, 2016
  31. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Your frustration is understandable but further rants won't solve the problem.

    I have flagged this thread to Patryk and i am sure he will answer to soon he sees it.
     
  32. Jun 5, 2016
  33. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    Thank you harry that's really kind of you. I understand that rants dint get you anywhere but after all I've been through and I must say being very nice to all cs to be called a liar by Daniel over the phone is extremely upsetting, especially after the previous phone call he was agreeing with me
     
  34. Jun 5, 2016
  35. zoeanne1982

    zoeanne1982 Dormant account

    Occupation:
    home maker
    Location:
    Portugal
    And ill say again I should not have to wait another 48 hours this is extreme stalling tactics now as I'm concerned, 2 weeks tomorrow is a joke
     
  36. Jun 5, 2016
  37. Captain Chaos

    Captain Chaos Senior Member webby

    Occupation:
    Train Guard
    Location:
    United Kingdom
    That might actually explain why it's taking unusually long sometimes for my accounts to be verified recently in the UK perhaps then? I've been experiencing some slow verification times at various places myself. It's not worried me though. I know my ID is all above board! Hopefully nothing to worry about for the OP either then. :)
     
  38. Jun 5, 2016
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    Casinos should also realise the average player knows nothing of all this, and we have free movement of labour within the EU, so it's not unusual for a resident of one EU country to work in another for a prolonged period, even several years. We have quite a few people from the new EU countries of Eastern Europe living and working in the UK for years at a time, but they have not taken UK citizenship, and will still be citizens of their home countries, and their documentation will be from there.

    Messing players around like this could result in some players becoming sure they have been scammed by an "offshore company", and since not all will have the benefit of advice from fora like this, they may well go to their banks in frustration at the runaroud, and this could increase the level of chargebacks that casinos suffer.

    They may well not do thorough checks for each deposit, but they knew full well that this player had UK details and documentation, but logged in from Portugal. The time to start asking questions about the status of this was after the first deposit and session given that it's such a deal breaker for verification.

    There is rarely anything about this pretty common situation in terms and conditions or FAQ guides, and often what IS there is a gentle encouragement for players NOT to let travel get in the way of their depositing and playing, with plenty of promotion of the tablet and phone options for when people are on the move and not at home with their PC.

    Perhaps they SHOULD be emphasising that players should NOT play when their travel takes them outside of their home country, not even within the EU. At worst, they could implement an "I will be playing from" type of registration for cases where players are living and working outside of their home country, with their temporary address also being verified as well as their home address.

    It is not good enough to accept significant "collateral damage" of innocent players as the price to pay for cost cutting policies in dealing with the fraud, especially when there is the attitude that once someone is suspected of fraud, anything they say or submit in terms of evidence to refute this claim is simply more lies. This is what appears to have happened here when the attitude of the support rep dealing with this suddenly changed.
     
    2 people like this.

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