MrGreen Casino account verification-are they serious?

[helenakp]

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

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

Helloo MrGreen 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

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

Honest and detailed review of Mr Green here.

 

[AussieB]

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.

 

[helenakp]

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 really shocked

 

[Dinahnana]

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

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

Helloo MrGreen 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

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

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

 

[The Blue Anchor]

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.

 

[t4llek]

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.

 

[helenakp]

Finally they have verified my account and money already in my e-wallet !

 

[Scatterse]

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?

 

[Dinahnana]

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?

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

 

[Scatterse]

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

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.

 

[Dinahnana]

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.

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.

 

[OldRing]

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.

 

[helenakp]

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!

 

[Daniel L]

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.

 

[Tirilej]

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.

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.

 

[The Viking]

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.

 

[colinsunderland]

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.

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.

 

[b3b44]

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 !

 

[helenakp]

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.

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.

 

[OldRing]

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.

 

[OldRing]

Paid thanks to the efforts of Patryk. I wonder how long this would have taken otherwise. Glad to have the money; albeit a tiny withdrawal. I will try them again to see if things are better now that the account is fully verified.

 

[JaneAir]

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

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

Helloo MrGreen 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

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

In a such way they can loose the main part of their clients, it's amateurishly and stupid, still can't understand it!=\

 

[vinylweatherman]

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.

So, how come they managed to verify another player on chat, thus acting outside their authority?

It does rather look like a staff or training issue as it seems to be a lottery as to whether or not you are verified on chat, or they don't have the authority to do this, and the vast difference between swift verification, and the farce of asking for a card that expired in 2014, which you can pretty much guarantee most players will have long since cut up and thrown away as per bank instructions when the new card arrived and was activated. That one looks like the member of staff was putting their brain in neutral and acting from a script, and simply asking for "the last card used" without bothering to check that it's still valid and thus likely to exist. Putting brain in gear would mean noticing it expired in 2014, and was thus irrelevant, and then asking for a suitable alternative, maybe a screenshot from the eWallet, or statement or other proof of ownership of the current deposit and withdrawal methods being used.
Some banks don't even give you access to your statements and transactions of more than a year ago, although a few, Lloyds for example, let you go back a long way. Santander lets you go back 6 years, the limit for taxation purposes and what they are legally required to retain. However, Barclaycard only let me see the last 3 months in detail, and 4 to 12 months is PDF only. Earlier than that is not available.

 

[OldRing]

I'm a firm believer in credit where it is due.

I received a call from Mr. Green to apologise for the delay and admit fault for the delay occuring. I received payment this afternoon and have also been awarded a goodwill bonus to compensate for the delay and frustration.

It's not good when things go wrong, especially where money is concerned. But it's good that a company cares enough to try to put things right.

Thanks to Patryk for sorting this out, and to a very helpful member of customer service for calling this afternoon.

 

[dealer wins]

Asking for an expired card, really who keeps those! This is one casino to avoid me thinks!