Casino Complaint Mr green Blocked My account

[bdbro]

Mr Green has been sitting on my winnings and blocked my account however are not informing me as to why or when they will pay me. I've been with them for years and used to be a vip but due to health haven't played for sometime.but am healthy again and started playing with a nice win on my first few deposits
I use neteller and skill only so I am confused as to why they would do this
Their rep hasn't been online for sometime hence this post

 

[Tirilej]

You don't mention how long you've been waiting. If it's a week or a couple of days.
It does sound odd that they will block your account though. They can be really slow but if they want to verify you again they could just say so.

I hope you sent a pm to the rep even if he haven't been here for some time.

 

[Temprush]

Mr Green has been sitting on my winnings and blocked my account however are not informing me as to why or when they will pay me. I've been with them for years and used to be a vip but due to health haven't played for sometime.but am healthy again and started playing with a nice win on my first few deposits
I use neteller and skill only so I am confused as to why they would do this
Their rep hasn't been online for sometime hence this post

I can send a mail to my VIP at mrgreen and tell them to wake their rep here! Hopefully they can help you!

 

[bdbro]

It's been three or four days

You don't mention how long you've been waiting. If it's a week or a couple of days.
It does sound odd that they will block your account though. They can be really slow but if they want to verify you again they could just say so.

I hope you sent a pm to the rep even if he haven't been here for some time.

 

[bdbro]

It would be much appreciated.
I've been with them for years and was a vip once so not sure why the sudden actions and delays

I can send a mail to my VIP at mrgreen and tell them to wake their rep here! Hopefully they can help you!

 

[Temprush]

It would be much appreciated.
I've been with them for years and was a vip once so not sure why the sudden actions and delays

Sent a mail to my manager now about the tread and a link here, hope a rep will show up here soon!

 

[bdbro]

[thank you


QUOTE="Temprush, post: 901894, member: 44638"]Sent a mail to my manager now about the tread and a link here, hope a rep will show up here soon![/QUOTE]

 

[Temprush]

Have you talked to chat or something? if you have don´t they have any answer why this is happening to you?

 

[Mr Green]

The rep is here, hi everyone

Sorry to hear about the issues connected with your pending withdrawal Bdbro. I will speak with our payments supervisor today and you will have an email with a full update on the matter during the afternoon.

 

[bdbro]

Well I first got an email saying they cannot disclose at the moment and later got a mail that they require documentation of my source of wealth and income. I was not asked for such documents ever from any casino and mr green didnt ask when my deposits were lost just now since i had a 4k win.
I fund my neteller and skrill and deposit and dont think this is something a credible casino does in such a way. They should have asked when i deposited and lost.
I have always loved mr green and thought they were one ofthe best but this is utter rubbish and i will not submit such documents. Never been asked for anything so private at land or online .
Its seems my money is not mine at mr green anymore. Also my account is blocked.
Any advise or even opinions would help.
Also, i am no newbie, ive been here for years.

 

[colinsunderland]

Well I first got an email saying they cannot disclose at the moment and later got a mail that they require documentation of my source of wealth and income. I was not asked for such documents ever from any casino and mr green didnt ask when my deposits were lost just now since i had a 4k win.
I fund my neteller and skrill and deposit and dont think this is something a credible casino does in such a way. They should have asked when i deposited and lost.
I have always loved mr green and thought they were one ofthe best but this is utter rubbish and i will not submit such documents. Never been asked for anything so private at land or online .
Its seems my money is not mine at mr green anymore. Also my account is blocked.
Any advise or even opinions would help.
Also, i am no newbie, ive been here for years.

I would be asking why they asked for the information, it has to be either a RG issue, or, more likely, money laundering concerns. If it is the second (as I suspect) then I would be asking the question of why it was only requested on withdrawal, if they had concerns about your funding source, then they should have asked for SOW documents on deposit.
If you refuse to supply the documents, assuming there is no investigation ongoing with law enforcement, the money should be paid and your account likely closed. If there is an investigation ongoing then it will be up to the agency doing it if and when MrGreen can release the funds to you. If they refuse, ask them to show you in their terms and conditions or which law allows them to do that.
FWIW you are likely to be asked for the same thing from other casinos, so it won't only be MrGreen.

Edit: if your location is correct then you won't be subject to EU AML's so that will make it interesting what they say.

 

[Steviedoo]

Seems like asking source of wealth info will be the norm...

 

[bdbro]

I would be asking why they asked for the information, it has to be either a RG issue, or, more likely, money laundering concerns. If it is the second (as I suspect) then I would be asking the question of why it was only requested on withdrawal, if they had concerns about your funding source, then they should have asked for SOW documents on deposit.
If you refuse to supply the documents, assuming there is no investigation ongoing with law enforcement, the money should be paid and your account likely closed. If there is an investigation ongoing then it will be up to the agency doing it if and when MrGreen can release the funds to you. If they refuse, ask them to show you in their terms and conditions or which law allows them to do that.
FWIW you are likely to be asked for the same thing from other casinos, so it won't only be MrGreen.

Edit: if your location is correct then you won't be subject to EU AML's so that will make it interesting what they say.

 

[gtpaul]

Anytime you get a big win or make a large withdrawal, the casinos can make at their leisure to request this SOW or supply bank details.

Submit a small withdrawal usually no problem.

Because this SOW, AML, is a "grey area" they can implement it as they see fit (not always correctly)

The UKGC need to clarify exactly what is needed to to prove AML, SOW, documentation etc etc, to make it clear to players and casinos.

They also need to do away with the casinos who do "pending" withdrawals "reverse" withdrawals etc.
Any withdrawal request should automatically be LOCKED.

In this day and age where deposits are taken instantly, nobody should be waiting "days" with pending and reversals for there money.

The casinos that have this practice of "holding" your money (hoping you will play it back and lose) need to be addressed themselves.

The UKGC need a hardened gambler to work for them with experience.

I have just sent my CV off.

 

[bdbro]

I'm really surprised to the number of replies to my thread, I've been away for a while but in the past there would surely been many more replies with advice and opinions.
Is this old news that such highly rated casinos are taking members of casinomeisters and their own long time, one time vip players for such an obvious rogue ride as not to pay out?
They should have asked for the info when I made this and previous deposits.
I feel this nullifies the requirements they claim is law. If they have such legal bindings payout and advise that you need this documentation before I can deposit again.
Doesn't anyone care if meister members are being treated so unfairly by A casino we rank at the top? This being done by green, gives more reason to shout foul as if they can do it, nearly every other casino can and will do as i always thought green to be one of the best.

 

[colinsunderland]

I'm really surprised to the number of replies to my thread, I've been away for a while but in the past there would surely been many more replies with advice and opinions.
Is this old news that such highly rated casinos are taking members of casinomeisters and their own long time, one time vip players for such an obvious rogue ride as not to pay out?
They should have asked for the info when I made this and previous deposits.
I feel this nullifies the requirements they claim is law. If they have such legal bindings payout and advise that you need this documentation before I can deposit again.
Doesn't anyone care if meister members are being treated so unfairly by A casino we rank at the top? This being done by green, gives more reason to shout foul as if they can do it, nearly every other casino can and will do as i always thought green to be one of the best.

Theres plenty of posts on the forum about this, I've already explained what to ask and what should happen, I'm not sure what else you want people to post, the answers won't change?
What did they say when you asked them?

 

[bdbro]

Ok, thanks.
I'll update once I hear back from them
I seem to have missed the posts where others have suffered this at green or others. My bad.
I was hoping for some support, hence my post.

Theres plenty of posts on the forum about this, I've already explained what to ask and what should happen, I'm not sure what else you want people to post, the answers won't change?
What did they say when you asked them?

 

[colinsunderland]

Ok, thanks.
I'll update once I hear back from them
I seem to have missed the posts where others have suffered this at green or others. My bad.
I was hoping for some support, hence my post.

Heres one thread and its been spoken about on others, this one is the biggest though

Videoslots source of wealth income etc etc etc

 

[bdbro]

This problem with Mr Green has been ended from their side in a very unexpected manner, it kinda makes me nervous to be frank

##- Please type your reply above this line -##

Hi Amyn,

Thank you for your patience in this matter.

Please note your account has been closed on a permanent basis as per a business decision. Your withdrawal of €4,115 has been paid to your Neteller account

Taking into account your withdrawal of €4,115, your total lifetime losses on your account are €1,891. Please note that this sum has additionally been paid to your Neteller account resulting in a total payment of €6,006. You should receive these funds shortly, as per standard timeframes.

The business decision to permanently close your account is final and cannot be reversed.

Kind regards

Sam
Mr Green
Email: sam@mrgreen.com

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

[8DZL2L-GMK4]

 

[lockinlove]

That is really strange. They must see you as some kind of threat and/or a huge pain in the ass...I find it weird they would give you your losses back too.

Were you self excluded ever at one point?

 

[colinsunderland]

This problem with Mr Green has been ended from their side in a very unexpected manner, it kinda makes me nervous to be frank

##- Please type your reply above this line -##

Hi Amyn,

Thank you for your patience in this matter.

Please note your account has been closed on a permanent basis as per a business decision. Your withdrawal of €4,115 has been paid to your Neteller account 452315279446.

Taking into account your withdrawal of €4,115, your total lifetime losses on your account are €1,891. Please note that this sum has additionally been paid to your Neteller account 452315279446, resulting in a total payment of €6,006. You should receive these funds shortly, as per standard timeframes.

The business decision to permanently close your account is final and cannot be reversed.

Kind regards

Sam
Mr Green
Email: sam@mrgreen.com

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

[8DZL2L-GMK4]

Well it was most likely responsible gaming then (although doesn't explain why they wouldn't tell you at first), hope they do the same to me as my losses there are higher than yours, did they ever confirm why they they asked for the SOW?

 

[bdbro]

i may have been for a day by pressing the button by mistake but never by intention. Actually this has me taken aback. it could be as you said as i do have a spotless record with every casino I played in since I started online and I have been at casinomeisters since 2000 but lost access to that accounts email. Threat I doubt, maybe a pain in the ass is more like it.
I personally feel they have made mistakes and they start with not asking for documents when I deposited rather than when I won.
I think time will tell.
Regarding such requests, if a favourite casino of mine write to me and inform me of these requirements when I deposit and also allow me the option of having my deposit refunded if i would rather not provide these documents, I will probably be inclined to provide all the information they want as this would be the proper, professional and polite way to do such things.

That is really strange. They must see you as some kind of threat and/or a huge pain in the ass...I find it weird they would give you your losses back too.

Were you self excluded ever at one point?

may have been

 

[dunover]

i may have been for a day by pressing the button by mistake but never by intention. Actually this has me taken aback. it could be as you said as i do have a spotless record with every casino I played in since I started online and I have been at casinomeisters since 2000 but lost access to that accounts email. Threat I doubt, maybe a pain in the ass is more like it.
I personally feel they have made mistakes and they start with not asking for documents when I deposited rather than when I won.
I think time will tell.
Regarding such requests, if a favourite casino of mine write to me and inform me of these requirements when I deposit and also allow me the option of having my deposit refunded if i would rather not provide these documents, I will probably be inclined to provide all the information they want as this would be the proper, professional and polite way to do such things.



may have been

Well if you were then you have been treated pretty well, neutralized the account to zero and refunded you. With your location and possible RG concerns and the issues SOW may pose there, they've simply removed any risk and washed their hands of it. Don't forget it is usual at most casinos for these issues NOT to become apparent or be picked up until a withdrawal is initiated and thus checks. This seems to be what happened, at least you've come out quits overall and had some free play time, lucky it wasn't an AffPower site or some other craphole.

 

[colinsunderland]

Well if you were then you have been treated pretty well, neutralized the account to zero and refunded you. With your location and possible RG concerns and the issues SOW may pose there, they've simply removed any risk and washed their hands of it. Don't forget it is usual at most casinos for these issues NOT to become apparent or be picked up until a withdrawal is initiated and thus checks. This seems to be what happened, at least you've come out quits overall and had some free play time, lucky it wasn't an AffPower site or some other craphole.

Totally agree with this, I was surprised the deposits were returned which suggests it was done under RG. What is concerning is that they shouldn't have had a problem telling him it was RG, which then suggests the documents were requested were requested under AML's.

Fair play to MrGreen though for refunding everything and processing the withdrawal. Seems a very strange situation though.

 

[bdbro]

I'm getting scared now, they paid me in a most vindictive manner, as now neteller are asking me for the same documents immediately after recieving the money from Mr Green. They have also frozen functionality of my account so the money is just a number.
I think I'll have to find other pastimes as I'm fed up as i just went through a long verification process with neteller even though I'm one of their first clients since they started. I'm sick and have a mobility problem which restricts my options or I would have found new activities ages ago.
I have about twenty thousand between my neteller and skrill and am ready to just give up and forget this whole torturous affair

Br

That is really strange. They must see you as some kind of threat and/or a huge pain in the ass...I find it weird they would give you your losses back too.

Were you self excluded ever at one point?