Mr Green Withdrawal Times not so fast

[mac72]

Just had a go on Mr Green for the first time today,unfortunately there seems to be quite a lot of conflicting information as to what exactly they're withdrawal times are (regardless of the fact its a first withdrawal).Here is the live chat:

Pernille: Welcome to Mr Green customer service. How may I assist you today?
You: can i get an undate on my 169 withdrawal
Pernille: Hi. I can check, one moment please.
Pernille: You withdrawal is being processed by our payments department.
You: How long do withdrawals take?
Pernille: Our payment team has a processing time on 24 hours
You: what does that mean?
Pernille: It can take up to 24 hours for your withdrawal to be approved from us.
Pernille: When it is it will be sent from us.
You: Is that always the case?
Pernille: No, it all depends on how many cases our payments team have to process.
You: But are you saying that it CAN always be that?
Pernille: I am not sure of what you mean? Our payments department have a handling time on 24 hours. It may take shorter time and sometimes if they have a lot to do to may take a bit longer. But usually it is sent from us before 24 hours.
You: It's just very interesting as i rang up to clarify before i made my first deposit and was told by the lady i spoke to that cashouts to ewallets were alomost instant,then when my withdrawal was done after four hours i rang again and the gentleman i spoke to told me that it would be 48hrs and now you tell me 24hrs sometimes shorter and sometimes longer
You: sorry not done
You: not done typo
Pernille: Yes, it all depends on how many withdrawal our payment team have to process. But most of the times it is sent from us before 24 hours.
You: ok thats fine i would draw your attention to the following linkYou: Link Outdated / Removed
You: It's obvious from our conversation that the information here is incorrect and needs to be updated
Pernille: I am not sure of the information you are referring to? you should always read on our site to get the correct information.
Pernille: And casinomeister.com is not our site so we are unfortunately not responsible for what they are posting.
You: the information contained in the link is very clear it states 1hr cashout time 7am-1am CET
Pernille: But Casinomeister is not our site. You need to read the information on mrgreen.com to get the correct information.
You: Ok can you provide me with the link to that please or advise me where it is on the site (The reason i didn't look very hard for it was because of what i saw on the casinomeister website and then my subsequent conversation with your company confirmed that so i thought i had everything clear)
Pernille: You can read about it here. But this is after our payment department has processed the withdrawal :

You do not have permission to view link Log in or register now.

Since you have requested your withdrawal to e-wallet the money will be on your account instant after our payment department has approved it.
You: Ok thanks i will inform the casionmeister website that their information is incorrect,have a nice evening

 

[Jono777]

Patience my friend.....Not a regular there but I do know a few things...

*You will get paid!!!!
* They ARE one of the faster payers
* My BACS withdrawals (usually one of the slower methods) have always hit within 24 hours in the past

Live help conversation suggests to me that they cannot 100% commit to something in case an 'unforseen circumstances' type situation arises, probably unlikely but they have to cover their ass and you probably will get your W/D real soon

This may help too

https://www.casinomeister.com/forums/threads/mr-green-cashout-times-pending.61503/?t=61503

 

[mac72]

Patience my friend.....Not a regular there but I do know a few things...

*You will get paid!!!!
* They ARE one of the faster payers
* My BACS withdrawals (usually one of the slower methods) have always hit within 24 hours in the past

Live help conversation suggests to me that they cannot 100% commit to something in case an 'unforseen circumstances' type situation arises, probably unlikely but they have to cover their ass and you probably will get your W/D real soon

Not really worried about not getting paid but if it really was 1hr they should say that and add some caveat for the unforseen circumstances. I did speak to 3 different people there today and get 3 completely different answers (instant,48hrs,24hrs).Not a lot of money but as a tester not particularly impressed and if its circa 24hrs (as per the live chat) according to them probably needs changing on this site to reflect that.

 

[refre]

If you're not verified with them already, you should ask them to initiate the process.
Only then will you have fast 1-hour payments.

Thing is, they will process your payments even if you're not verified, up to a certain amount I guess.
You could have many 'slow' payments before reaching the limit, and all of them will be sent to the payments department for processing.

I'm guessing customer service takes care of payments on verified accounts.
They've been super fast since I verified mine.
I had to ask for it though.


Freddy

 

[mac72]

If you're not verified with them already, you should ask them to initiate the process.
Only then will you have fast 1-hour payments.

Thing is, they will process your payments even if you're not verified, up to a certain amount I guess.
You could have many 'slow' payments before reaching the limit, and all of them will be sent to the payments department for processing.

I'm guessing customer service takes care of payments on verified accounts.
They've been super fast since I verified my acccount.
I had to ask for it though.


Freddy

Sorry i should of said i did clarify that in my 1st conversation with them.They said i may need verification at some stage if the withdrawal is for a large amount.I assume that with a £100 deposit and a £169 withdrawal that wouldn't be classed as a 'large' amount and the fact its Ewallet carries less exposure for them than if it was credit card.As i say it was really a tester to see that withdrawals were quick.

 

[refre]

Well the small amount actually counts against you.
Had it been big enough to trigger KYC procedures, it would be paid almost instantly after verifying.

As it stands it will not be paid automatically/instantly, and it will be sent for manual processing.

I have advised them to send the request for docs as soon as the payment is delayed beyond what you'd expect as a verified customer.

It may not be mandatory at this point, but at least the player would have the choice between instant and next-day-payments.


Freddy

 

[mac72]

Well the small amount actually counts against you.
Had it been big enough to trigger KYC procedures, it would be paid almost instantly after verifying.

As it stands it will not be paid automatically/instantly, and it will be sent for manual processing.

I have advised them to send the request for docs as soon as the payment is delayed beyond what you'd expect as a verified customer.

It may not be mandatory at this point, but at least the player would have the choice between Instant and next-day-payments.


Freddy

Totally get your point but its not consistent with what they told me before i made the first deposit which was that ewallet withdrawals were almost instant and KYC didn't kick in unless it was for a large amount.I'd be much happier to KYC myself immediately upon first deposit at any new site but i think that has been discussed at some length on this forum before and no operators seem to want to do it,usually only asking for it when a withdrawal is made or in this scenario only when a withdrawal large enough warrants it.If it was a KYC issue in my opinion the withdrawal shouldn't be in a reversible state either after 1hr.

 

[philderby]

why don't you just send docs then the withdrawals will be quick?

 

[mac72]

why don't you just send docs then the withdrawals will be quick?

I would do if they asked for them which they haven't as they haven't stated that KYC is the issue.Actually they haven't said in their last correspondance that there is any issue just "that payments take shorter/longer than 24hrs" .They are rated 9.3 on this site and thats why i gave them a try and if their cashout times and reverse times are not as stated on Casinomeister i don't believe they deserve that rating.
Actually i see i probably should have put this thread in the 'Accredited Casino Updates' section,my mistake.

 

[dunover]

I would do if they asked for them which they haven't as they haven't stated that KYC is the issue.Actually they haven't said in their last correspondance that there is any issue just "that payments take shorter/longer than 24hrs" .They are rated 9.3 on this site and thats why i gave them a try and if their cashout times and reverse times are not as stated on Casinomeister i don't believe they deserve that rating.
Actually i see i probably should have put this thread in the 'Accredited Casino Updates' section,my mistake.

Have you checked around their account or banking section to see if they have an automatic docs facility whereby you can upload them via the site without having to attach them to an e-mail? I always do this at a new site if they have that facility, even before making the first withdrawal. It's good practice and will expedite matters. Their pay-out times ARE generally quick hence that part of their rating. Don't forget that only a tiny part of that 9.3 rating will be down to fast cash-outs.

 

[Casino2014man]

On my Mr Green last week there was an 'Account Verification' link on the left hand side which I used to verify my account.

Do you not have that?

 

[mac72]

Have you checked around their account or banking section to see if they have an automatic docs facility whereby you can upload them via the site without having to attach them to an e-mail? I always do this at a new site if they have that facility, even before making the first withdrawal. It's good practice and will expedite matters. Their pay-out times ARE generally quick hence that part of their rating. Don't forget that only a tiny part of that 9.3 rating will be down to fast cash-outs.

No I don't see anywhere on their site for automatic docs but again that hasn't been flagged as the issue.
The site actually says this "Why is my withdrawal taking so long?
Withdrawals can take up to 24 hours to be reviewed by our payments department from the point the withdrawal request is made. Depending on the payment solution you choose, it can then take 1-3 working days to reach your account."
I understand that only a tiny part of their rating may be down to fast cash-outs but if they don't offer and commit to that I feel that they shouldn't have that tiny advantage over other operators. The reverse time stated on Casinomeister states 0hrs and my withdrawal is still reversible after 20hrs so the same in my opinion goes for that (Even if there had of been a KYC issue the withdrawal should not be in a reversible state)
I think I did enough due diligence reading the review on Casinomeister and putting a call into customer services before I started,i don't think it should be down to the customer to play a guessing game as to what they need to do to avail of what was promised at the beginning.I probably won't play there again as first impressions last and the conflicting information between the review I read on Casinomeister,the phone call before deposit,the phone call after 4 hours and the chat session quoted at the beginning of this thread would be enough to put me off.

 

[mac72]

On my Mr Green last week there was an 'Account Verification' link on the left hand side which I used to verify my account.

Do you not have that?

No I don't

 

[mac72]

Update- Just been informed by their customer services that the information on the website is incorrect and that withdrawals are 24-48hrs not within 24hrs (withdrawal still reversible +24hrs now)

 

[Casino2014man]

Update- Just been informed by their customer services that the information on the website is incorrect and that withdrawals are 24-48hrs not within 24hrs (withdrawal still reversible +24hrs now)

This was the same information they gave me when I asked them last week.

I was told 24-48 hours for processing where it is still reversible, then 1-5 working days to reach my card.

Although, as I said I had a pretty big withdrawal processed yesterday in 30mins!

 

[mac72]

This was the same information they gave me when I asked them last week.

I was told 24-48 hours for processing where it is still reversible, then 1-5 working days to reach my card.

Although, as I said I had a pretty big withdrawal processed yesterday in 30mins!

They have updated the page 10minutes ago and it now reads:
Why is my withdrawal taking so long?

Withdrawals can take up to 24-48 hours to be reviewed by our payments department from the point the withdrawal request is made. Depending on the payment solution you choose, it can then take 1-3 working days to reach your account.

Don't you just love it when people change the rules retrospectively (as these new rules now apply to my withdrawal regardless of the fact that they were not the terms when I signed up or made my withdrawal).

Also now going to put me through full verification despite being told by customer services before I made the 1st deposit that KYC shouldn't kick in unless it was a 'large' withdrawal and this can take up to another 72hrs no doubt with the withdrawal still reversible , just glad it wasn't for a substantial sum.

The account verification tab has now popped up which should of been there all along in my opinion.

 

[PaaskeDenmark]

Dissapointed I am verified and made withdrawals to both neteller and paypal last night. Expected them thus morning but guess it explains now. Bad move turning into 32red all over the place who is next?? But thanks to betsafe withdrawal received 7.51 this morning and withdrawal was made 01.57 I know where I will stick playing then.

 

[hoff1985]

You definitely will get paid. But i stopped playing at Mr. Green because it always took at least 24-48 hours for me although i was verified long time ago.

Cheers

 

[mac72]

You definitely will get paid. But i stopped playing at Mr. Green because it always took at least 24-48 hours for me although i was verified long time ago.

Cheers

Maybe when Bryan takes a look at this he can form his own opinion as to if their review/rating on Casinomeister needs updating.

 

[AndyB-MrGreen]

Hi folks

Sorry I'm late onto this I'm off on paternity leave and so had t get a shout form a forum member.

The payout times on the site
Cashout Time: 1 hour (7am until 1am CET) (first time payouts make take a little more time pending KYC docs approval)
reflect the general payout times for KYCed customers between those hours.

What CS do is give you the worst case scenario generally.

We're not saying we absolutely guarantee that everyone will be paid within one hour, just reflecting the norm.

Cheers
Andy

 

[mac72]

Hi folks

Sorry I'm late onto this I'm off on paternity leave and so had t get a shout form a forum member.

The payout times on the site
Cashout Time: 1 hour (7am until 1am CET) (first time payouts make take a little more time pending KYC docs approval)
reflect the general payout times for KYCed customers between those hours.

What CS do is give you the worst case scenario generally.

We're not saying we absolutely guarantee that everyone will be paid within one hour, just reflecting the norm.

Cheers
Andy

What is it that you do guarantee as I would of thought that should of been what is stated as the cashout time,then if you do better so be it but at least there is some line drawn in the sand as to what the max is (8hrs is the max stated above as a cashout at 12.01amCET should be paid no later than 8am CET)? As your customer services told me today that the 24hrs as stated on the site was incorrect and have now changed it to 24-48hrs it would appear you are extending it?

 

[AndyB-MrGreen]

What is it that you do guarantee as I would of thought that should of been what is stated as the cashout time,then if you do better so be it but at least there is some line drawn in the sand as to what the max is (8hrs is the max stated above as a cashout at 12.01amCET should be paid no later than 8am CET)? As your customer services told me today that the 24hrs as stated on the site was incorrect and have now changed it to 24-48hrs it would appear you are extending it?

I wouldn't "guarantee" anything to be honest. Too many variables.

But we generally hit what we state here.

Cheers
Andy

 

[mac72]

I wouldn't "guarantee" anything to be honest. Too many variables.

But we generally hit what we state here.

Cheers
Andy

Fair enough, so even the 48hrs on the website isn't guaranteed. Could never play anywhere where even the max timescale can't be guaranteed. Leaves it way too open IMHO and if I had been told that 'generally' you pay within x time without any guarantees before I deposited,i wouldn't have done so and this thread would never have been started.

 

[AndyB-MrGreen]

Fair enough, so even the 48hrs on the website isn't guaranteed. Could never play anywhere where even the max timescale can't be guaranteed. Leaves it way too open IMHO and if I had been told that 'generally' you pay within x time without any guarantees before I deposited,i wouldn't have done so and this thread would never have been started.

Fair play to you Mac.
I don't know of anyone who offers an actual "guarantee" to be honest. I wonder what they give if they fail to meet it for some reason?
We generally pay within an hour or so during the times stated and it's a very rare withdrawal that takes more than 48 hours but as much as I'd like to I wouldn't put my head on the block and give you a cast-iron guarantee.

Best of luck wherever you choose to play!
Cheers
Andy

 

[hoff1985]

Yeah but take Betsson Group. My last dozens of withdrawals across the group were ALL pay instantly. And they don't even use it for marketing. Als BET365, took never more then a few hours.

I have to admit i didn't try Mr. Green for a long time. But i gave them shot again after they announced faster withdrawals, and unfortunately it took quite long, so i gave up. If i count on getting the money 4 out of 5 times within 1-2 hours i would defnitely play there again, but there are too many casinos where i know that i will get paid really fast ALWAYS so it didn't saw a need in contacting/discussing with the,