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MrGreen stalling payment, asking already verified account to verify again

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Kimmmmie, Nov 6, 2017.

    Nov 6, 2017
  1. Kimmmmie

    Kimmmmie Full Member

    Hi all,

    The withdrawal I requested October 26 is still pending and documents I sent to verify my account for the 2nd time keep getting rejected. I'm afraid I won't get paid at all.

    Need your advice.
    I PM'd MrGreens reps on here if they can please help me sort this issue. Is there anything else I can do?

    I am sorry for the long post but I wanted it to give all the IMO relevant information.

    Thursday October 26 early in the morning (at 4.45 AM) after playing at MrGreen for a couple of hours I request a €900 withdrawal. I went to bed feeling satisfied and very happy

    Because the withdrawal was still pending later that day I contacted CS to ask when it would be processed. Their reply:
    Ruby (26-10-2017 12:57:48): Thanks for holding. I have just checked it for you now and your withdrawal is currently waiting in line to be approved by our payments department. They are doing their best to process this as soon as possible. But for what I can see now, everything should be fine, it will just require some more patience.

    Friday October 27 my withdrawal still is pending. Contacted CS again and was told about the same as the day before: my account looked fine, payments department is very busy but they try to process withdrawal as soon as possible.

    Saturday October 28 suddenly I receive an email asking me to verify my account. What?!?! Why?!?! I already verified my account back in 2012, shortly after joining MrGreen. Back then I was told I’d only have to verify my account once. So I contacted CS but I didn’t get a sattisfying answer as to why I needed to send in documents again, it was just something I needed to do in order for my withdrawal to be processed.
    So I sent in documents (that I’ve used to verify my account at a couple of other casinos recently).

    Sunday October 29 I contact CS again asking if my account has been verified. Their reply:
    Stilian (‎29‎-‎10‎-‎2017‎ ‎19‎:‎07‎:‎57): We have escalated your case to our payments team and they will do the final verification. They usually do this within 72 hours. :)”.

    Monday October 30 I contact CS again asking if my account has been verified. Their reply:
    Leanne (‎30‎-‎10‎-‎2017‎ ‎11‎:‎43‎:‎59): Thanks so much for holding there. I can see it appears we received everything that was requested and I can confirm to you that your case is with the payments team for checking. As soon as they have verified your account, they will approve your withdrawal and send you an email confirming this also. Congrats on your win! :)

    Tuesday October 31 I contact CS again asking if my account has been verified. Their reply:
    “Stilian (‎31‎-‎10‎-‎2017‎ ‎20‎:‎22‎:‎32): I have checked your account and seems like we just are missing one document and after this your account will be verified. I see that we need a proof of address document. Can you please send that to us, so we can proceed with your verification. :)
    What?!?!?! Why wasn’t I informed of this until I contacted CS and why does it need to take 3 days to look at my documents and come to the conclusion another document is needed?

    Thursday November 2 (one week after requesting my withdrawal) I contact CS again asking if my account has been verified. Their reply:
    Julie (‎2‎-‎11‎-‎2017‎ ‎16‎:‎44‎:‎33): Thank you for holding Kim. I fully understand your frustrations Kim. The verification process can be tiring, but I have just checked your account and can unfortunately see that our Payments Department have just denied the document you have sent in as proof of address. I will be happy to help whilst on chat, so we can finish this verification process for you.”.
    So I sent in another copy of a bankstatement.

    Friday November 3 I received an email that stated:
    Dear Kim,
    Thank you for supplying us with the received documentation. Your account validation is almost complete.
    We simply require additional documentation or, one or all of the supplied documents are invalid.

    So I contacted CS again. Part of chat:
    Me (3-11-2017 20:48:24): Today I received another email asking me to send proof of addres AGAIN (for the 3rd time!!!)
    Me (3-11-2017 20:48:45): As I explained yesterday, My bankstatements are the only proof of address I have
    Me (3-11-2017 20:49:11): But it seems like that's not good enough
    Me (3-11-2017 20:49:43): Since it's the only proof I can give I'd like to know what about it isn't good?
    Ida (3-11-2017 20:49:56): Okay, thank you Kim. I can see that our payments department have asked for a proof of address that is either a physical letter or a original PDF file
    Me (3-11-2017 20:51:24): I scanned the first page of my bank statement, scanned it and hid all transaction details
    Ida (3-11-2017 20:51:50): Please take a picture of the real letter :)
    Me (3-11-2017 20:52:25): Ok, but then you will see all transaction details
    Me (3-11-2017 20:52:37): Which I am not comfortable with
    Ida (3-11-2017 20:52:51): The problem is that the document is tampered* with. If you wish to hide the transactions, can you please take a picture of the physical letter with like a paper note in front of the transactions?
    Me (3-11-2017 20:53:33): RIght, why didn't I think of that?! That's something I can do :)

    *tampered: I blocked all the payment details and amounts on the statement

    So I took a photo of the first page of my bankstatement, covered up all payment details and amount with sticky notes and sent it in.

    Sunday November 5 I contact CS again asking if my account has been verified. Their reply:
    Salla (‎5‎-‎11‎-‎2017‎ ‎18‎:‎13‎:‎20): I can see that we have received all the required documents from you and we have forwarded them to our payments department 3.11
    They will verify your account and approve your withdrawal as soon as possible.
    after that it takes 1-5 days to transfer the money depending on your bank :)
    I kindly ask you to wait patiently for a while :) I apologize for the long waiting and inconvenience caused

    Today, Monday November 6 I contact CS again asking if my account has been verified. Their reply:
    Victoria (6-11-2017 10:35:43): Im sorry but we need a new proof of address from you.
    Me (6-11-2017 10:36:08): Can you please tell me what's wrong with the one I sent in?
    Me (6-11-2017 10:36:21): Did I hide to much information or what?
    Me (6-11-2017 10:36:49): Like I told your colleagues I don't have any other documents with my name and address showing on it
    Victoria (6-11-2017 10:37:10): Im sorry i cant see whats wrong but our payment department did not accept it.
    Me (6-11-2017 10:37:33): I need to know what's wrong because otherwise the next document I send in will also be not accepted

    Since my bankstatements are the only documents I have that show my address and they are not accepted, the only thing I can do now is:
    Victoria (6-11-2017 11:02:33): I am very sorry but we cant except it, i can recommend you to go to your bank and ask for a paper with proof of your address. And then send it in to us.”.

    IMHO this is ridiculous, my account was already verified, nothing changed since then so why are they giving me the runaround and reject documents that were accepted by other casinos without any problems?
  2. Nov 6, 2017
  3. Sacha.MrGreen

    Sacha.MrGreen Dormant account

    Casino Marketing Manager
    Hi Kimmmmie!

    Our apologies for the inconvenience.
    I will be taking this case for you. I will ask you in PM to send me your account ID and will get right on it, to find a solution quickly.

    Kindest regards!
  4. Nov 6, 2017
  5. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Translator and facilities manager
    This is not the first time that issues regarding Mr Green's verification procedure and ensuing stalling tactics arise. Will be sorted out swiftly I'm sure but still it doesn't inspire confidence to make a deposit there anytime soon.
  6. Nov 6, 2017
  7. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Mr Green's verification process (and live chat relating to these issues) is terrible, and a nightmare to sort out. Its a shame as, apart from them charging to deposit which has cost them thousands from me since they started it, everything else about the casino is spot on. Now Sacha is looking at it you should get sorted pretty quickly though :)

    Why do casinos charge for deposits. Instantly makes it a no go for me :(
  8. Nov 6, 2017
  9. philderby1

    philderby1 Senior Member

    factory worker
    I stopped playing at MR Green months ago because of payments taking 48+ hours. One time i got told its because of the nice weather (that really did happen)

    What annoys me is that YOU had to contact them every time they never contact you about needing extra docs and such.

  10. Nov 14, 2017
  11. andym

    andym Experienced Member

    i also stopped playing there months ago.
    Like GUTS, MrGreen became also a terrible place to play in the last year...
  12. Dec 2, 2017
  13. Bloatgoat

    Bloatgoat Experienced Member webby

    This is nonsense. MrGreen needs to comply to a few set of rules, player identification. They clearly stated that just bank alone is'nt enough, and ask for further documents. Player is bin told to get a copy from the bank that he's actually living on that adres. THAT simple.

    I know this becaused i withdrawled a 9000 euro a few months ago at MrGreen. I was kind of nervous because sometimes casino's do tend to sack you on withdrawls at such high amounts of money. They payed by bank and everything was set.

    MrGreen is actually, one of the better casino's out there.
  14. Dec 2, 2017
  15. colinsunderland

    colinsunderland Experienced Member MM webmeister

    It isn't nonsense at all, plenty of people have been messed about by them.
    Add to that the rep Patrik, who was sacked for being a dick, didn't help much at the time I had problems either.
  16. Dec 4, 2017
  17. Bloatgoat

    Bloatgoat Experienced Member webby

    Just comply to what they ask. It's very simple. Be respectfull. Read the TOS. It's in there.

    They payed out a 9 grand to me.

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