Need help with account verification/withdrawals on Mr.Green casino

[xLghtS]

A few days ago I created a new account on Mr.Green casino after it got recommended to me.

Deposited about 2000$CAD and ended up winning around 45k$ on Buffalo King Megaways. Pretty crazy stuff. I then kept playing abit and was able to get my total balance to 58k$ which I wanted to withdraw fully.

In order to withdraw you need to provide a government issued ID and a bank statement which I did. After about a full 24h waiting for the confirmation on verification I decided to contact live support to get an update and they told me my account was verified and everything was fine. I then proceeded to withdraw the total 58k$ of my balance.

After 24 hours it was still pending so I contacted live support again because they claim to proceed withdrawals really fast. The customer support stated to me that my account wasn't verified and I needed to provide my bank statement again. So I sent it again and they told me the verification team will contact me for confirmation.

The next day I get an e-mail saying my bank statement is missing information which it isn't. I contact support again and they again tell me to resend my bank statement. This time around I didn't want to take any chances so I sent all possible documentation they could ask for:

• My government issued ID
• Selfie with my government issued ID
• My full bank statement from December 2023 with my bank account number
• Check Specimen including bank institution and transit number aswell as my bank account number
• International transaction document with bank account info, adress and SWIFT/IBAN number
• Screenshot directly from my online banking account providing the bank info matching to previously sent documents
• Deposit proof through Interac E-Transfer

To which I received this reply:

There were some missing details on your Bank Statement. Please send us another colored copy that's whole and fully visible with clear and readable information. We need to see your Full name, account number or IBAN and Swift/BIC, and bank logo. In case of a screenshot, please ensure your log in and URL details are showing.

The document I sent is clearly fully visible as it is downloaded as PDF directly through my online banking account and every single info that they are asking for is there including the bank logo.

I contacted support once more and explained to them again that all documents were sent and everything was there to which they replied they escalated this to the verification team and I'll get another reply via e-mail.

As of now my withdrawals are blocked and I can't even cancel them they are still pending.

Not sure what to do anymore and I'm kinda worried cause this is life changing money to me. Any help is appreciated. Thank you guys!


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[jasonuk]

Firstly, congratulations on the substantial win!

Patience is going to be the key here. Document verification can take anything from a few hours to a few days to complete (occasionally longer if they require more information), and similarly the withdrawal will be handled by the finance team rather than automatically.

Mr Green is part of the 888 group (as is William Hill and others) so they're a major player in the space - albeit a little slow at times.

Give the verification team a chance to reply in the next day or two - I would hope they have it paid by the end of next week - that sounds slow but a brand new account and a substantial withdrawal means some paperwork I'm afraid and that'll only be processed during office hours.

 

[pekka55]

Don't know what kind of amateurs they employ, but a bank statement pdf downloaded directly from the bank should be pretty easy to verify.

Unless you've blanked out some details, I can't understand what the problem is.

 

[xLghtS]

Hey guys! Thank you for the replies
As of right now I haven’t got any news.
I’m willing to be very patient but if they keep denying my documents I feel like there isn’t much I can do as this is the only statement that my bank offers.
I didn’t blank out anything and I’m trying to supply as much info as possible to make sure everything works out.
Hoping for the best, will post updates if there are any.
Thank you again guys!

 

[maxd]

Hello @xLghtS , you've asked me in a PM to give my thoughts on your situation. I thought I'd do that here since I don't see any pressing need to keep it private.

First off I have to say that we have a pretty dim view of Mr Green and the whole 888 operation. See the following for details:
888/Cassava: all related properties are ignoring player complaints - Casinomeister Forum
888 Casino

The sad thing is that Mr Green was quite an excellent casino back in the day, back before 888 took over and ... well, did the 888 thing.

All I can say is that if they (finally) decide your docs are okay then you'll get paid.
If for whatever reason they decide they don't like your docs then you won't get paid.
If you decide to fight them over their decision I wish you luck, fortitude and a shed-load of patience because you're going to need it: they are absolutely terrible with player complaints.

I wish I could be more up-beat about this but 888 is on our sh*t list for a lot of good reasons, not the least of which is that they've been pulling the same player-hostile stunts for close on two decades now.

- Max

 

[xLghtS]

Finally got my account verified after a few more chats with the support. My withdrawal still hasn't been accepted and it's been more than 3 business days since my account was verified. They're saying the finance team has to look into it..
This is really annoying and there is pretty much nothing I can do about it but wait.
All of this has been ongoing for pretty much 2 weeks and it's still not over.. Really sucks.

 

[pekka55]

I remember the days when Mr Green was one of the better casinos out there. Used to play there between 2013-2016. No hassle, they paid quick.

Sad to see these old timers getting bought out by bigger companies and then go to shit.

Mr Green was one of the first online casinos I ever registered at and was great for a while, so sad to see them go down the wrong path.

 

[maxd]

... Sad to see these old timers getting bought out by bigger companies and then go to shit. ...

TBH I'd be hard pressed to think of a case where a great little casino was bought out by one of the big boys and it actually maintained its quality. The list of casualties is depressingly long. From what I've seen the "big boys" are like billionaires, they didn't get there by being nice.

On the other hand some pretty sh*t casinos improved -- sometimes even noticeably -- after being bought so I guess we can look at it as more of a leveling process than anything else: the great ones fall but the bog-holes get filled in (so to speak).

? "Always look on the bright side of life ..." ?

- Max

 

[xLghtS]

Contacted support a few more times and still the same answer.. Wait for the e-mail from the finance team. I guess the only few options I have left is to file a complaint which they'll have 8 weeks to answer and if that doesn't work out I'll have to go to eCogra. In the meantime I have a 8000$ withdrawal on betsson which isn't showing anymore on my pending withdrawals but I haven't received any confirmation the it was accepted. Contacted support and they told me they processed it but they weren't able to send me a confirmation e-mail. Hoping for the best yet again.. Pretty lucky with the winnings but sure as hell not as lucky when it comes down to making all of this work.

 

[xLghtS]

Still no signs of the money. Back a forth with support for 3 weeks now and the latest update is that they need a bank statement from the past 3 months. I haven’t even been signed up to MrGreen for a month. Why would they need 3 months of statements?
My statement from December has been approved so what are the other 2 for? The bank account number is the same on all 3 lmao.
This is getting ridiculous

 

[pekka55]

Still no signs of the money. Back a forth with support for 3 weeks now and the latest update is that they need a bank statement from the past 3 months. I haven’t even been signed up to MrGreen for a month. Why would they need 3 months of statements?
My statement from December has been approved so what are the other 2 for? The bank account number is the same on all 3 lmao.
This is getting ridiculous

Seems like they're trying to find some way to not pay the 58k to you. If all else fails they'll try and drag it out so you might play back a significant sum.

Pretty shitty way to treat your customers. You can lose all you want. No questions asked. Don't you dare win anything though, that will piss off these cunts and they will try everything to not pay.

 

[xLghtS]

I have sent the 3 bank statements yesterday of the 3 past months and I have now received an e-mail this morning asking me for 3 months of bank statements again, my wage slips for the past 3 months and my latest tax return.
Fucking unbelievable. This is a nightmare.
What are my chances with Ecogra? Cause at this point they’ll just refuse anything I provide just cause I assume. Pretty crazy that a billion dollar group can’t even pay 60k$ and do everything in their power to fuck people over.

 

[pekka55]

I have sent the 3 bank statements yesterday of the 3 past months and I have now received an e-mail this morning asking me for 3 months of bank statements again, my wage slips for the past 3 months and my latest tax return.
Fucking unbelievable. This is a nightmare.
What are my chances with Ecogra? Cause at this point they’ll just refuse anything I provide just cause I assume. Pretty crazy that a billion dollar group can’t even pay 60k$ and do everything in their power to fuck people over.

It's ridiculous how they can hold onto legitimate winnings like this. I don't know about Ecogra, but that might take months or even years.

This is a lesson to everyone that you shouldn't play at Mr Green.

 

[xLghtS]

Hey guys,
Quick few questions here hopefully someone can help.
I haven't been paid out yet. I've provided more bank statements and wage slips. Haven't heard since.
I'm thinking of starting to tell them I could go to MGA directly, Ecogra or take them to court,which I totally will do if this doesn't resolve soon.
Now they have asked me for wage slips long after asking for my wihdrawals. This is for Anti Money Laudering Regulations. I don't think they are legaly allowed to ask for me these documents as I'm trying to make a withdrawal when this should have been asked long before if it was truly needed. They are also more than happy to still take deposits but obviously they have blocked the withdrawals.
With what angle should I approach this?
If anyone can answer, will the casino fold if they feel threatened? They obviously know what they are doing is illegal and doesn't follow the policies of the MGA.
I am 100% sure that they also know that if I take the case to the higher level (MGA, eCogra or to court) they will lose.
Thank you.

 

[maxd]

@xLghtS , you've asked for me to comment here given the latest developments. A few things come to mind:

• you say "I am 100% sure that they also know that if I take the case to the higher level (MGA, eCogra or to court) they will lose." I wouldn't be so sure about that if I were you. Unless something significant has recently changed within the 888/MrGreen corporate structure I would expect them to follow the same basic procedure they always have: bend and flex the rules as much as they'll bear but avoid outright violations of the licensing agreement. In other words they are likely to be fairly sure of what they're doing, so their capitulation at the prospect of an investigation is not something I'd be placing bets on.
• you also say "I don't think they are legaly allowed to ask for me these documents ...". Not true, at least in my experience. If they feel they have just cause -- or something that'll pass for just cause -- then the license allows them to ask for pretty much anything. The MGA rules were written to look pro-player but there is a massive amount of wiggle room in there for the casinos to take advantage of.
• "will the casino fold if they feel threatened?" If the threat is substantial enough, maybe, but that's no small task given that 888/MrGreen is one of the biggest, most experienced and richest corporate casino groups around. Threatening them is not something your average punter is going to pull off easily. As a somewhat related example we've had them on our blacklist for well over a decade and they could care less. As I've said they're big, they're rich, and they're virtually untouchable. Good luck!
• lastly, I'd suggest that you cut to the chase and file your case at eCOGRA (assuming they are the designated ADR). While they may not be the fastest ADR around the notion that the case will be tied up there for months or years is an exaggeration. Several weeks is the norm, maybe even a few months in isolated cases but if that ends up being the situation then you've likely already lost the case due to evidence on hand. Unlike some of the other Maltese ADRs eCOGRA doesn't dick around delaying cases for the fun of it.

- Max

 

[pekka55]

Hey guys,
Quick few questions here hopefully someone can help.
I haven't been paid out yet. I've provided more bank statements and wage slips. Haven't heard since.
I'm thinking of starting to tell them I could go to MGA directly, Ecogra or take them to court,which I totally will do if this doesn't resolve soon.
Now they have asked me for wage slips long after asking for my wihdrawals. This is for Anti Money Laudering Regulations. I don't think they are legaly allowed to ask for me these documents as I'm trying to make a withdrawal when this should have been asked long before if it was truly needed. They are also more than happy to still take deposits but obviously they have blocked the withdrawals.
With what angle should I approach this?
If anyone can answer, will the casino fold if they feel threatened? They obviously know what they are doing is illegal and doesn't follow the policies of the MGA.
I am 100% sure that they also know that if I take the case to the higher level (MGA, eCogra or to court) they will lose.
Thank you.

Problem is that there's not really anything that's "illegal" in the world of online casinos. Online casinos can do just about anything if they choose and you can't really do anything about it.

It's a shit show and if you happen to win big there's always the thought in the back of your mind of "will I even get paid". That's why you always have to be on top of which casino has been bought by which company etc. and always check online about which casinos have most complaints about payments online.

You should take this to ecogra and pray that they will rule in your favor, because Mr Green seems to be adamant about not paying you.