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MrGreen Casino account verification-are they serious?

Discussion in 'Online Casinos' started by helenakp, May 11, 2016.

    May 11, 2016
  1. helenakp

    helenakp Senior Member PABaccred

    Location:
    MK
    I have been playing at MrGreen casino for few years and so far everything was ok,well till few days ago.

    I made one small deposit 2 days ago,won 500 euros and asked for an withdraw,as i knew they were going to ask for my documents so they can verify my account so i asked live chat which explained to me what should i sent.

    So right after i send them all my documents,ID,screenshot of my Netteler account and credit card statement the next thing they asked was screenshot of my credit card which has EXPIRED in 2014 :eek:

    Luckily i had that credit card and have no idea how come I still have it,so i send them my screenshot of the credit card.The next several emails were all about covering the numbers of the credit card,by the way i dont care what they will see that card is expired and the most absurd was they didn't see my signature of the EXPIRED credit card :eek:

    Helloo MrGreen :rolleyes: that signature has erased by itself for so many years and on top of that,thats an old credit card.Shouldnt they remove my credit card long time ago when it was expired :rolleyes:

    I am really shocked ,from their behavior,they are only delaying my withdraw and surely they were the last casino i thought i would waste my time.I contact Patrik but still no answer from him,maybe he is busy and maybe he will see this post :rolleyes:
     
  2. May 11, 2016
  3. AussieB

    AussieB Dormant account

    Occupation:
    Bludger
    Location:
    Melbourne
    They never ask for verification of deposits just take the money then delay when they goto give like all online casinos.

    Majority of these places don't think with common sense, why they would want a copy of an expired credit card from 2014 is beyond me what do they think people hang onto them as collectors items lol the bank says cut the card up once its expired but Mr Green says I must keep it for verification.

    I actually emailed BetVictor just the other day in regards to the exact same situation and they said:
    The verifications are done by requesting an ID or Passport and a recent proof of address, eventually a statement of the current payment method, but never the copy of the Card it self. And only on current active payment methods.

    Pretty common sense approach there with them.
     
    3 people like this.
  4. May 11, 2016
  5. helenakp

    helenakp Senior Member PABaccred

    Location:
    MK
    Wow this is becoming real nightmare,i just talked to them and they said ,they will need 24-38 hours for verification of the account :eek: really shocked
     
  6. May 11, 2016
  7. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I too had some problems with verification at Mr. Green a few weeks ago and am also a long time player. It worked out in the end although I must admit it was a very frustrating experience. Things sure have changed at Mr. Green in recent times and not for the better. I don't know if they do their verification in house or contract it out. Seems to me that their verification requirements follow a very strict script and cannot be deviated from which makes me think that the verification department doesn't know what they are doing. I am probably being paranoid but then that's just me:D
     
    2 people like this.
  8. May 11, 2016
  9. The Blue Anchor

    The Blue Anchor Non-Gambler

    Occupation:
    IT
    Location:
    UK
    I hope the rep contributes to this thread. Asking for copies of an expired card is plainly absurd given banks ask you to destroy cards when they expire.

    Given the other responses, perhaps Mr Green should review its verification process.
     
    2 people like this.
  10. May 11, 2016
  11. t4llek

    t4llek Experienced Member

    Occupation:
    bartender
    Location:
    portugal
    I also had some issues with them regarding verification\wd methods, but i gotta admit i was fully verified on a sunday and 27k were on my bank account the next day, yes they took some days to verify, but damn the payment was fast as fu.. especially for a bank transfer.
     
  12. May 11, 2016
  13. helenakp

    helenakp Senior Member PABaccred

    Location:
    MK
    Finally they have verified my account and money already in my e-wallet !
     
    3 people like this.
  14. May 12, 2016
  15. Scatterse

    Scatterse Banned User PABnononaccred

    Occupation:
    Webbmaster
    Location:
    London
    Not ok. No playing on Mr Green for me then. Obviously they were trying to confiscate the earnings, why else would they go down that road?
     
  16. May 12, 2016
  17. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I don't think it's that I think maybe, and I am speculating here, they have new people working in the verification department or it's done out of house and they don't know what they are doing. I would love if the Mr. Green rep could shed some light on these issues. I don't believe that they are trying to confiscate winnings at all. I just think the verification dept could use some more training or common sense:D:D
     
  18. May 12, 2016
  19. Scatterse

    Scatterse Banned User PABnononaccred

    Occupation:
    Webbmaster
    Location:
    London
    Ok that may be the case, but I am still staying away until this has been verified as a mistake. There are plenty enough casinos out there so one shouldn't really have to take this kind of crap if you ask me.
     
    1 person likes this.
  20. May 12, 2016
  21. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Totally agree. I think Mr. Green's verification and problems that it brings is hurting the casino. I would urge anybody who wants to play there to get fully verified first before playing to avoid cashout delays.
     
  22. May 17, 2016
  23. OldRing

    OldRing Experienced Member MM

    Occupation:
    Self Employed
    Location:
    UK
    I have also been affected by a very slow (and still ongoing) account verification at Mr. Green.

    After a couple of thousands of pounds in deposits and withdrawals my withdrawal wasn't processed and documents were requested.

    I sent the documents within minutes of receiving the request AND confirmed with live chat that they had been received. They confirmed that they had all they needed and sent an email confirming this.

    This was late last week.
    No payment.
    No email.
    Nothing.

    I have sent a PM to the rep. He's logged in a few times since then and completely ignored my message.

    Live chat have said every day since Sunday that "I should get something today".

    It's now Tuesday morning and we are no further forward. Funds are still reversible.
     
  24. May 17, 2016
  25. helenakp

    helenakp Senior Member PABaccred

    Location:
    MK
    I have received my withdraw.It wasn't nice experience,because i never thought i would be having problems with casino such as MrGreen.Patryk has respond me back and i think he will get back at you too.Good luck!
     
  26. May 17, 2016
  27. Daniel L

    Daniel L Experienced Member

    Occupation:
    Full Time
    Location:
    London
    Mr Green was also very difficult for me requesting different documents & delaying the process. I know they are accredited with an impressive score of 9.3 but the whole getting your account verified procedure is a headache, since verification withdrawal was smooth, obviously their current procedure works well for them.

    What I have never understood is some Casino's will ask for documents when you ask for a withdrawal but continue to let you play in the meantime, surely they should suspend the account pending verification until you claim who you say you are. I know a few who have suspended but the majority continue to let you play.
     
  28. May 17, 2016
  29. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    If they do then people will start complaining about that too. You can always use the TAB option if you don't trust yourself.
    They have been really slow lately. Seems there's not enough staff.
     
  30. May 17, 2016
  31. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
    all very strange as im having the opposite experience here,
    3 withdrawals in the past 2 weeks paid in 2,6 and 3 minutes :)
    also had an issue with wagering last week on free spins, chat fixed it in matter of seconds.
    so all in all very satisfied here.:D
     
    1 person likes this.
  32. May 17, 2016
  33. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    I think the complaints are all due to verification rather than withdrawals. I had a problem too, same as most above, but Patryk sorted it out for me.
    Before this all my withdrawals have been mega fast, in minutes usually, and once verification was sorted, this one was done within a few minutes too.
     
    1 person likes this.
  34. May 17, 2016
  35. b3b44

    b3b44 Senior Member

    Occupation:
    own business
    Location:
    netherlands
    i have to add that my verification went pretty smooth (verified on chat i think) speedy withdraws (almost insta) only thing i can think of are some bonus offers that are missing !:lolup:
     
    1 person likes this.
  36. May 17, 2016
  37. helenakp

    helenakp Senior Member PABaccred

    Location:
    MK

    I had few withdraws as well no problem at all money on my e-wallet in few minutes and they were all under 200 euros,thats why i was surprised by their time frame of account verification.

    This time my withdraw was on 500 euros and needed account verification,as for their costumer support always nice and supportive.
     
    1 person likes this.
  38. May 17, 2016
  39. OldRing

    OldRing Experienced Member MM

    Occupation:
    Self Employed
    Location:
    UK
    They refused to verify me on chat. They claim that they do not have authority to do that and that it's handled by another department.

    I'm disappointed that the rep hasn't replied. He's been active a number of times since my message was sent. No excuse really.

    The vast majority of my play goes to one casino where I am a VIP. This is a solid reminder of how frustrating it can be to be treated like a number.
     

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