Mr Green Withdrawal Times not so fast

[mac72]

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

Well actually they all do including Mr Green which on todays new terms 24-48hrs would be a guarantee that 48hrs was the max had you not made your 'no guarantee' comment. Perhaps you should change it to 24hrs+, that then would be correct . If they fail to meet it I would expect a valid written reason if I requested it and it only to be in very exceptional circumstances . I would also expect them when they fell outside of the timescale to not have the withdrawal sitting in a reversible state creating what in effect is a liability on the consumer that they might not have wished for.
The very fact that your Company has seen fit to change the timescale from "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." to "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." appears to be a backward step from fast withdrawals if you are 'generally' hitting within the hour for KYC customers as it appears regardless of the conversation that I had with your customer service rep before depositing about KYC only kicking in when the withdrawal was 'large' enough to warrant it that everyone has to pass KYC and therefore everyone should generally be getting paid within an hour:

Dear ,



Thank you for your patience, following up from our recent conversation and previous email sent please find below the required verification.

You have recently requested a withdrawal from your Mr Green account. In order for us to process your withdrawal we request that you confirm your identity with us.

We are legally obliged to confirm the identity of all customers requesting a withdrawal. For this reason we would like to ask you to kindly send us in a photo or scan of the following documents:

-----
ID - This can be a driving licence or passport. Your full name, date of birth, the date of issue and the expiry date must be visible. For safety reasons we reccomend that you write on the copy the date you supplied us with the copy, and the name of the company you supplied the copy to (Mr Green Limited).

If you have any questions regarding the copying and supplying of identity documentation we would like to refer you to the Data Protection Authority website. Here you will be able to find all legislation relevant to our request.

It appears from earlier posts from other members who had 'slow' withdrawals up until they got verified that you may not be taking your 'legal' obligations all that seriously!

 

[AndyB-MrGreen]

Sorry Mac

You've lost me now. You're off on a bit of a tangent.

You made a deposit?
You have requested a withdrawal?
How long has it actually taken so far?
You would like our rating to be lowered because we can't guarantee everyone gets paid within an hour?
You think we're not meeting a legal obligation somewhere?
You think we changes some text yesterday due to your posts?
You don't like the fact that our text covers worst case scenario rather than reflecting fact.
Is that about the size of it?


Honestly Mac - We can please some of the people all of the time, all of the people some of the time etc...

 

[mac72]

Sorry Mac

You've lost me now. You're off on a bit of a tangent.

You made a deposit? YES
You have requested a withdrawal? YES
How long has it actually taken so far? 29hrs still pending and reversible
You would like our rating to be lowered because we can't guarantee everyone gets paid within an hour? I don't do the ratings and i'm not sure exactly how the points scoring works but I believe you lose points for:Reverse Time
The reverse time is the amount of time that your funds are available to be reversed from pending withdrawal to playable. In other words it's how long you have until you cannot play your winnings back. The shorter time the better. This is how it works:
0 hrs - highest
1 - 12 hours - high
13 - 24 hours - medium
25 - 48 hours - low
+48 hours - lowest


Cash Out Time
This is the time it takes to process your funds to the payment processor.

0 - 11 hours - highest
12 - 23 hours - high
24 - 47 hours - medium
48 - 71 hours - low
72 hours and higher - lowest

CASINOMEISTER REVIEW:
Operations
Reverse Time: 0 hrs
Cashout Time: 1 hour (7am until 1am CET) (first time payouts make take a little more time pending KYC docs approval)
Payout Limits: None
Weekend Cashouts: Yes
Manual Flushing N/A
Sports: No
Racing: No
Poker: No
Bingo: No
Skill Games: No
Live Games: Yes
Mobile: Yes
Lotto: No
You think we're not meeting a legal obligation somewhere? Your Companies email to me today stated "We are legally obliged to confirm the identity of all customers requesting a withdrawal. For this reason we would like to ask you to kindly send us in a photo or scan of the following documents" etc.

Refre said in his earlier post "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 "

You don't like the fact that our text covers worst case scenario rather than reflecting fact.: According to you today this is not the worst case scenario as you can't guarantee it

Is that about the size of it? YES


Honestly Mac - We can please some of the people all of the time, all of the people some of the time etc...

Hope its all clear now as I said it all already

 

[mac72]

Sorry missed this one:

You think we changes some text yesterday due to your posts? Your Company has seen fit to change the timescale today from "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." to "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."

Dear ,




Thank you for your contact today.

We strongly apologise for any delay or incorrect information read. In regards to your information pointed out for withdrawal review time frame; 'Withdrawals can take up to 24 hours to be reviewed by our payments department from the point the withdrawal request is made.

Again our apologies for this being stated and have put a priorty on your withdrawal request and have passed the message on to the relevant person to update for more clear information from 24-48 hours. This has now been amended to reflect a more accurate and clear reading.

Please be advised a following email from this will be sent in regards to your current request with full account verification details adivsed from our payments and fraud department from just reviewing your current request.

Many thanks and again we send our apologies for any inconvenience caused.




Kind regards,

 

[refre]

Seems I may have presented my experience as MrGreen policy.
All I really know is all my payments have been processed in 1 hour or less, since I verified my account.

While the withdrawal timeframe may not be correct for unverified accounts, it shouldn't be long before a new account triggers KYC.


Also, I just wanted to comment on this.
Malta licensed casinos may process up to €2300 in withdrawals before verifying the player.
This is listed in MRGreen T&Cs, and probably all other Malta based casinos.

It appears from earlier posts from other members who had 'slow' withdrawals up until they got verified that you may not be taking your 'legal' obligations all that seriously!

Freddy

 

[mac72]

Seems I may have presented my experience as MrGreen policy.
All I really know is all my payments have been processed in 1 hour or less, since I verified my account.

While the withdrawal timeframe may not be correct for unverified accounts, it shouldn't be long before a new account triggers KYC.


Also, I just wanted to comment on this.
Malta licensed casinos may process up to €2300 in withdrawals before verifying the player.
This is listed in MRGreen T&Cs, and probably all other Malta based casinos.



Freddy

So "We are legally obliged to confirm the identity of all customers requesting a withdrawal. For this reason we would like to ask you to kindly send us in a photo or scan of the following documents" etc. isn't correct then?

 

[Nate]

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,

The Betsson group instant payments come and go like the wind. I have had a few solid months of instant withdraws at Betsson and Betsafe. All of a sudden they stay pending for 15hours or more. Some people have reported pending times up to 36 hours. Maybe they don't like the fact i withdraw too much - who knows? I stopped playing at Betsafe and Betsson for this reason. I still play at Casino Euro as the option is available to me.

I have never had my withdraw pending at Mr Green for more than 2 hours. I suppose circumstances could dictate variations in this time frame, but in a nutshell I have had a fair bit of withdrawals and never experienced a single delay. I think sometimes we may just experience the negative end of a slow withdraw and it puts us off a place for a while. They all have an issue from time to time but I assure you - Mr. Green is NOT as bad as the Betsson group for those who do not have the instant payment option available.

Nate

 

[mac72]

The Betsson group instant payments come and go like the wind. I have had a few solid months of instant withdraws at Betsson and Betsafe. All of a sudden they stay pending for 15hours or more. Some people have reported pending times up to 36 hours. Maybe they don't like the fact i withdraw too much - who knows? I stopped playing at Betsafe and Betsson for this reason. I still play at Casino Euro as the option is available to me.

I have never had my withdraw pending at Mr Green for more than 2 hours. I suppose circumstances could dictate variations in this time frame, but in a nutshell I have had a fair bit of withdrawals and never experienced a single delay. I think sometimes we may just experience the negative end of a slow withdraw and it puts us off a place for a while. They all have an issue from time to time but I assure you - Mr. Green is NOT as bad as the Betsson group for those who do not have the instant payment option available.

Nate

They aren't supposed to be and thats the exact point i'm making.Mr Green is rated 9.3 , Betsafe and Betsson are both rated 8.1,maybe the difference shouldn't be as much?

 

[Nate]

They aren't supposed to be and thats the exact point i'm making.Mr Green is rated 9.3 , Betsafe and Betsson are both rated 8.1,maybe the difference shouldn't be as much?

Hi Mac,

I was trying to read your post to make sense of WHERE You stand.

1. Have you submitted all your documents? (Proof of Identity, Residence, Screen Cap of E-Wallet / Bank Statement)

2. IF you have done this, Did you submit these documents before or after submitting your withdrawal?

3. If you submitted AFTER your withdrawal, how long after you withdrew were these submitted.

Apologies if i have missed any of the above details somewhere.

If you were previously verified, there would be no need for documents. If you have not been, the pending period may just be extended until you submit. There could be a number of anomalies that cause this - Wrong IP Address, Docs don't match details, Used a bonus on restricted games or crossed over the max bet etc. I'm not saying this IS the case with yours, just giving an example.

Nate

 

[refre]

So "We are legally obliged to confirm the identity of all customers requesting a withdrawal. For this reason we would like to ask you to kindly send us in a photo or scan of the following documents" etc. isn't correct then?

It is correct.
All accounts will need to be verified at some point. Maybe not before making your first deposit or witdrawal.
Sooner or later though, perhaps even before you hit the payment limit.
There could be dosens of reasons.
I don't need the details, only that it will be asked of all players, and that it's me next


Freddy

 

[mac72]

Hi Mac,

I was trying to read your post to make sense of WHERE You stand.

1. Have you submitted all your documents? (Proof of Identity, Residence, Screen Cap of E-Wallet / Bank Statement)

2. IF you have done this, Did you submit these documents before or after submitting your withdrawal?

3. If you submitted AFTER your withdrawal, how long after you withdrew were these submitted.

Apologies if i have missed any of the above details somewhere.

If you were previously verified, there would be no need for documents. If you have not been, the pending period may just be extended until you submit. There could be a number of anomalies that cause this - Wrong IP Address, Docs don't match details, Used a bonus on restricted games or crossed over the max bet etc. I'm not saying this IS the case with yours, just giving an example.

Nate

WHERE i stand is that i read the review on Casinomeister and then put a call into Mr Green customer services to clarify the welcome bonus (hadn't seen one before when you only use it as a second chance) and also clarify what the position was in withdrawal timescales to ewallets which i was told were almost instant and that KYC would only apply if i made a 'large' withdrawal (This all ties in with what was said re Malta and the ability to pay around 2k without verification).
Didn't receive my withdrawal after 4hrs so put a quick call into them and was told then it was 48hrs.As i didn't have time for the argument at that stage i left it till later and that is the live chat that you see start of this thread.
Waited until the full 24hrs was up and then rang today to be told by customer rep charlie that the info on the website was incorrect and that they did not have any control over what was written there but ironically received an email shortly afterwards (posted earlier) apologising for the 'error' and found the website had been changed to 24-48hrs instead of the "up to 24hrs" that was there before and that applied at the time of my deposit.
In all conversations up to this point no-one asked for documents (tying in with what i had been told by the rep before i made my deposit and the Maltese laws) but hey presto once we went round the houses that was the next email i received and the 'account verification' option appeared on my account some 24hrs after i first requested my withdrawal.Sent all Doc's within 5 mins.I see this as a pure stalling tactic as there is absolutely no reason that if documents are required legally for ALL customers making a withdrawal (and there is conflicting info on that) why the minute you make the withdrawal does the 'account activation' tab not come up thus speeding the whole process up,there is no justification if this is required in all cases to not even have the ability to submit docs up to 24hrs after initiating a withdrawal unless of course as i suspect it's just to drag the whole process out and hope you reverse?
Also took the 100% bonus on £100 deposit and never dropped below the £100 mark so i didn't use the bonus and only played Dead or Alive no other games.

 

[mac72]

It is correct.
All accounts will need to be verified at some point. Maybe not before making your first deposit or witdrawal.
Sooner or later though, perhaps even before you hit the payment limit.
There could be dosens of reasons.
I don't need the details, only that it will be asked of all players, and that it's me next


Freddy

Don't get it Freddy,their email is quite clear - according to them they legally need to verify every customer making a withdrawal.That leaves no scope for being verified at "some point" it must be done before you get your 1st withdrawal -according to them.

 

[paul7388]

Don't get it Freddy,their email is quite clear - according to them they legally need to verify every customer making a withdrawal.That leaves no scope for being verified at "some point" it must be done before you get your 1st withdrawal -according to them.

A casino can verify without documents. The documents are needed once your withdrawals reach a certain amount and are required under the rules they operate under.

Just because a casino has not asked for documents it does not mean they have not already did checks on you online. Take all the british bookies etc and casinos like 33RED. I have never been asked for ID and never expect to. All their checks are done online without needing ID sent.

 

[mac72]

A casino can verify without documents. The documents are needed once your withdrawals reach a certain amount and are required under the rules they operate under.

Just because a casino has not asked for documents it does not mean they have not already did checks on you online. Take all the british bookies etc and casinos like 33RED. I have never been asked for ID and never expect to. All their checks are done online without needing ID sent.

That's right they can do an id check with experian etc but thats not what they said here:

Dear ,



Thank you for your patience, following up from our recent conversation and previous email sent please find below the required verification.

You have recently requested a withdrawal from your Mr Green account. In order for us to process your withdrawal we request that you confirm your identity with us.

We are legally obliged to confirm the identity of all customers requesting a withdrawal. For this reason we would like to ask you to kindly send us in a photo or scan of the following documents:

-----
ID - This can be a driving licence or passport. Your full name, date of birth, the date of issue and the expiry date must be visible. For safety reasons we reccomend that you write on the copy the date you supplied us with the copy, and the name of the company you supplied the copy to (Mr Green Limited).

If you have any questions regarding the copying and supplying of identity documentation we would like to refer you to the Data Protection Authority website. Here you will be able to find all legislation relevant to our request.

 

[AndyB-MrGreen]

So "We are legally obliged to confirm the identity of all customers requesting a withdrawal. For this reason we would like to ask you to kindly send us in a photo or scan of the following documents" etc. isn't correct then?

Are you in the UK Mac?
If you're in the UK it is a legal requirement following the recent licence changes.
So recent in fact that it would also explain the text changing in the past day or two.

As I said I'm off on paternity leave, not getting much sleep (natch) or I'd have picked that up earlier.

You'd make an excellent mystery shopper by the way. Do you use TripAdvisor at all?

 

[mac72]

Are you in the UK?
If you're in the UK it is a legal requirement following the recent licence changes.

Yes i am and if its a legal requirement i obviously have no issue with that but then the information given to me by your rep before i deposited was incorrect and i believe the info from your website is also incorrect:
"3.3.3. The payment manager at Mr Green will carry out additional verification procedures for any payout exceeding the equivalent of €1000 or cumulative withdrawals exceeding €2300, and further reserves the right to carry out such verification procedures in case of lower payouts. Such verifications may for example include copies of a member’s passport and/or copies of a member’s utility bills. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support. "

Please advise if it is a legal requirement and the submitting of docs is automated why this option is not made available immediately upon making a withdrawal instead of waiting 24hrs with in effect nothing happening?

Also why when all that is going on are withdrawals still reversible? Is the information on Casinomeister stating Reverse time 0 hours incorrect?

Quite happy for you to pull the call from yesterday (i assume you record them) and for you to post a transcript of it (redacting my personal info) so it will be obvious to everyone how i was misled.

Just so we are all clear my issue is that you had my deposit because of your high rating on Casinomeister and i just don't think its fair to other operators if your score is higher than it should be , but as i said i don't know how the scoring works and thats for Bryan to decide.

 

[mac72]

Just out of curiosity what part did you find useful Andy??

 

[The Dude]

Jeesus - leave Andy alone. He's on maternity leave (BTW congrats Andy!!).

In fact as far as I'm concerned, he can cordially exit this thread and tend to more important things - I'll take it from here.

At mac72, I appreciate you letting me know that the times may need adjusting for payouts for Mr. Green. I'll take a look at this tomorrow and make corrections if necessary.

In the meantime, just chill. Thanks!

 

[mac72]

Jeesus - leave Andy alone. He's on maternity leave (BTW congrats Andy!!).

In fact as far as I'm concerned, he can cordially exit this thread and tend to more important things - I'll take it from here.

At mac72, I appreciate you letting me know that the times may need adjusting for payouts for Mr. Green. I'll take a look at this tomorrow and make corrections if necessary.

In the meantime, just chill. Thanks!

No problem Brian, thanks for jumping in i'm getting a bit tired of it to!

 

[homerbert]

Aaaaaaaaaaaaaandy, friiiiiiiiend congrats to you mate, wish you all the best and your family!!!
Awesome news for this evening!
So thumbs up for Andy, and for meister, leave this rep alone now!

 

[givi2me]

congrats

here here a big congradulations to you good luck with lifes best gift!!!!

 

[mac72]

Update:
Withdrawal requested 12.06pm on 16/03
Withdrawal received 10.32pm on 17/03

 

[philderby]

Amen to that. Congrats to you and your family Andy!

 

[mac72]

Amen to that. Congrats to you and your family Andy!

Yes congrats to andy and his family. When he returns from paternity leave I would expect the answers to the questions HE asked

 

[mac72]

Decided to give Mr Green the benefit of the doubt and played for a while this last week.Made a £640 withdrawal at 03.34 this morning and at 1230pm with it still pending and reversible decided to give them a ring just to see what was happening.
Firstly their customer rep informed me that they required photo id etc.Having given this already over a week ago and becoming 'Mr Green ' verified this came as quite a surprise.After a few minutes on the phone the rep then clarified that yes they did actually have all that but regardless withdrawals to ewallets would be pending for 24hrs after which they would hopefully be paid within a few hours.
I put him over this quite a few times and he is adamant that the quickest withdrawal you can expect is minimum 25hrs (24+1).This is not what was expected or promised in this thread by Andy.There are no 'variables' at play here that I can see, the rep here is quoting one thing and when I at least actually go to make a withdrawal and query the timescale I am told something completely different.
I don't care if it is 24,48hrs or once a month as long as I know that in advance and can make an informed decision.What I completely object to is the lack of clarity on this issue.I'm not even that bothered if it's a case of 'we're having a few issues your withdrawal is delayed etc etc' but to be told when you ask that the timescale is not and never was what has been promoted on this forum I have a problem.
When Andy gets back from his leave perhaps he can state the Company Policy on this once and for all.