Resolved Verification document hassles - Mr Green

[chuzzleaddict]

Despite saying I wouldn’t be playing there anymore after major verification document hassles (detailed in this thread https://www.casinomeister.com/forum...reen-verification-withdrawal-nightmare.55349/ with final confirmation from rep that I am now fully verified) -I gave Mr Green the benefit of the doubt yesterday to have a bit of a session as I fancied on particular game that they offer, and knowing that my account is now fully verified, I figured the hassles would be behind me and I could enjoy some gaming there and give them another chance.


I deposited £1000 and was fortunate enough to make a £1900ish withdrawal. I requested the full withdrawal amount to my bank account used several times before for withdrawals and also safe in the knowledge that I am FULLY VERIFIED.


LO AND BEHOLD...within 24 hours I received an email request for verification documents!!!!!!


“You have requested a withdrawal from your Mr Green player account and in order to avoid any delays in processing this, we ask you to carefully read and follow the instructions below.
As we need to verify that you really are the account holder of this player account, we ask you to send us documentation that will confirm your identity.
This is a one-time confirmation and we are verifying these details in collaboration with LGA (Maltese Lotteries and Gaming Authority, Link Removed ( Old/Invalid) ), for crime prevention purposes. This security check is a standard procedure used by all Malta-based gaming companies.


Account verification:
A bank statement from the bank account to which the withdrawal is being requested. This statement needs to show you as the account holder and display your account number. Information not relating to Mr Green can, for privacy, be hidden.
Withdrawals from Mr Green can only be requested to a bank account that is registered to the person that is the account holder at Mr Green.
Please scan or take a photo with a digital camera or phone camera. Send the pictures to customerservice@mrgreen.com or as a reply to this email. Pictures can also be sent as an MMS from your cell phone to customerservice@mrgreen.com (this function is dependent on your contract and mobile operator).”


I have already sent the above and MUCH MORE on the last occasion as detailed in my thread and had various back and forths with the rep here about it.
I replied with the document anyway just to not delay my withdrawal, expressing my frustration and confusion alongside it - but then received a reply to say the statement needed to be 3 months old or less and no mention of my issue with being verified already despite me asking what the heck. I
only had one paper statement handy as everything I do is online and it was from last September. Anyway, I at this point more or less flipped my lid and phoned them up. Ended up on the phone to the same CS operative who had been emailing me this time, and last time (Merryn). Explained how highly frustrated I was after being told I was FULLY VERIFIED. I asked to speak to someone in charge, she said she'd get her manager to phone me tomorrow. It was left that I'd try and send another screenshot from my bank account despite my explaining that I'd been FULLY VERIFIED, have withdrawn to this VERIFIED account before etc. No real explanation was given at all, only that it was 'the amount' that made it flag up again. I am totally at a loss here with these guys. I have proved beyond all doubt that I am who I am and was given the full clearance and even a goodwill /apology £20 for all the hassle a couple of weeks ago, and now this. What the actual hell?


I PM’d Bryan about this when it all kicked off beforehand, without a reply (no problem) - but I really think this casino need looking at. Will look forward to hearing from 'Andrew Stewart' (CS manager) tomorrow.

 

[Nifty29]

Awful.

Looks like their communications internally need some serious attention.

 

[slotplayer]

Do you think it is a delay tactic to get you to play the money back?

 

[chuzzleaddict]

Do you think it is a delay tactic to get you to play the money back?

As per last time, I have serious suspicions that it is indeed this. Last time it was a high-ish amount and they told me I *HAD* to reverse it and withdraw it to a different method - probably hoping I'd reverse/play. This time whiffs of the same, on the phone I was offered to reverse the transaction and try it to another method (no offer to just do this for me, even though I explained I was at work and could not log in at the time) thus I expect they are hoping that I am just going to blow the lot. No evidence, but a gut feeling - and this is disgraceful if so.

 

[chuzzleaddict]

After a lot of faffing with my online banking to get it, I have now sent a screenshot of my current bank statement showing name, account number, IBAN, swift code, everything under the sun that was requested this time.

Received this:

Hello,

Thank you for sending this.

I will now forward it to the payments team to review it.

In the meantime, following our earlier telephone conversation, I have forwarded your details to my Team Leader who will be in touch with you as requested.

Have a great evening!

Kindly reply to this email if you want to get in touch with us regarding your enquiry.

Kind Regards,

Merryn
Customer Service
Mr Green - A Casino Playground


So we'll see what the geezer says tomorrow. In the meantime, this has been PM'd to Ali, the rep, and will be interested to hear from him too.

 

[clees42]

I dont think its actual person sending these requests for documents.
It must be automated system when the withdraw is higher than xxxx euros.
They mustve forgot to tick the box nect to "verified" on your account.

 

[Mouche12]

Outrageous! The rep here can only help to a certain extent (which he did), but he obviously cannot prevent this crazyness from happening again. Also interested to learn what Brian has to say about this - - exit accredited section I hope? This has delaying tactics written all over it. Unbelievable!

 

[clees42]

Outrageous! The rep here can only help to a certain extent (which he did), but he obviously cannot prevent this crazyness from happening again. Also interested to learn what Brian has to say about this - - exit accredited section I hope? This has delaying tactics written all over it. Unbelievable!

nah. i think they have some serious structural problem that causes these problems. One hand doesnt know what the other is doing.
Feels too silly to be just a delaying tactics.

 

[Nifty29]

Outrageous! The rep here can only help to a certain extent (which he did), but he obviously cannot prevent this crazyness from happening again. Also interested to learn what Brian has to say about this - - exit accredited section I hope? This has delaying tactics written all over it. Unbelievable!

Why do you consistently call "get them off the accredited list" or "rogue them" before a) the actual problem has been identified and b) the rep has had a chance to resolve it? Nothing wrong with pointing out how you feel about the actual issue, but problems happen at some point at EVERY casino, accredited or otherwise. It's how they HANDLE it that dictates their future at CM, if Bryan's past actions are any guide.

I seriously doubt it is "delaying tactics". IMO it is just incompetence or poor communication between management and frontline staff, or some other internal breakdown.

 

[Mouche12]

Okay, okay, but still - I deposited there once (no cashout), but I will definitely not do it again after reading all the probs with verification. And Nifty, you know very well there are quite a few of these mentioned here! Any company dealing with money should have a solid structure to process payments quickly and efficiently. Period. If not, I truly think they don't deserve to be in the accredited section. Also, Mr. Green has extended its pending period, there was a note on that too, which caused their ratings at CM to plummet. But nooo, no delaying tactics, of course not!

 

[smcinoz]

I wouldnt mind seeing casinos have something similar to what skrill/bookers has

Address - Verified
Credit/debit card - Verified
Bank account - Verified

 

[chuzzleaddict]

It is not an automated system sending me the messages, it is a CS operative who I now know by name and have spoken to on the phone. She replies quickly to any replies and knows the full situation. The extra link in the chain seems to be the payments dept, who appear ask CS to send requests for documents and back again - which is possibly where the system is falling down (too many people involved, not enough communication). The CS operative actually appeared confused as to why the document was being requested this time (when on the phone to her) but acted very much like piggy in the middle, which she probably is. The slightly annoying thing is that she knew the full story but still did not intercept and think 'hang on, isn't this the player that we already verified last week and had all that hassle with'?

It's not acceptable at all, we're talking high value figures here and a very simple request to be able to withdraw ones own funds without hassle - it's shabby - in years of dealing with online casinos as a VIP or a non VIP, I've never known anything like it.

 

[jjezebel37]

I gave Mr Green the benefit of the doubt after this had been resolved for you last time. I only deposit small there but i have still to make a cash out.

There are way better Netents for me to play Ie, Redbet and Betsafe, paid within hours if not minutes without all this hassle and i think i shall keep to that now.

This looks very very frustrating and i feel for you.

To be given the runaround once is bad enough but when CS completely breaks down and it happens twice, is totally unacceptable!


I hope they have this sorted for you soon and i for one am not going to deposit there again.

 

[P.V.]

It's not acceptable at all, we're talking high value figures here and a very simple request to be able to withdraw ones own funds without hassle - it's shabby - in years of dealing with online casinos as a VIP or a non VIP, I've never known anything like it.

Player's have a right to demand a better and more efficient and detailed document verification process.

Until player's demand a better way complaints like this will continue to increase, as they've done, I've seen it here.

 

[pokeraddict]

I sent the Mr Green rep a PM about another issue and they never responded. Just to confirm, is the rep Aliatam?

 

[chuzzleaddict]

I sent the Mr Green rep a PM about another issue and they never responded. Just to confirm, is the rep Aliatam?

Yes it is.

 

[Borgie]

I sent the Mr Green rep a PM about another issue and they never responded. Just to confirm, is the rep Aliatam?

This is what I find very disappointing about this and the previous thread. Why does the rep not contribute to the thread. An explanation, a reassurance, anything rather than the silence and absence of participation..

I would not play there until I see some more willingness to acknowledge the issues that are occurring.

This is a high depositor - someone who is likely to lose lots as well as win at their casino and yet they seem happy to just mess them about.

Not good.

 

[chuzzleaddict]

In his defence, Mr Green rep did post on my last thread and had PM'd me a few times to try and help, but his involvement was minimal due to the fact that his hands are probably somewhat tied and he can just lubricate communications. Not that it seemed to entirely work, what with the repeat occurance!

Everything else you said - couldn't agree more!

 

[Aliatam]

Hi there,

I am really sorry that you had experienced this issue once more.

I am now going to check what went wrong with the departments involved and get back to you as soon as possible.

Ali

 

[Aliatam]

Hi again,

I just discussed this issue with Head of Payment and Fraud over the phone.

You are absolutely right and i am really sorry that this happened to you twice.

However, thank you very much for bringing the subject to our attention . There are plenty of new changes in Payment Systems and the problem seemed to happen as a result of a clash between two systems.

He has informed me that he has fixed this error.

Best Regards,

Ali

 

[chuzzleaddict]

Hi again,

I just discussed this issue with Head of Payment and Fraud over the phone.

You are absolutely right and i am really sorry that this happened to you twice.

However, thank you very much for bringing the subject to our attention . There are plenty of new changes in Payment Systems and the problem seemed to happen as a result of a clash between two systems.

He has informed me that he has fixed this error.

Best Regards,

Ali

I see.

Can you please confirm that my most recent withdrawal has therefore been processed? I have not heard from Andrew Stewart whom I was promised would call me during today.

 

[Aliatam]

I see.

Can you please confirm that my most recent withdrawal has therefore been processed? I have not heard from Andrew Stewart whom I was promised would call me during today.

Hi,

I confirm that your withdrawal has been processed.

Ali

 

[chuzzleaddict]

Thank you - appreciate that info, nobody from CS bothered to update me on that, and it is now oficially close of play and no contact from Andrew CS manager.

Everyone else, just a heads up - this style of reply is very typical of a Mr Green CS/rep. Direct, businesslike and selective of the points responded to. No offence Ali, it's just in stark contrast to the style used by other casinos which is extremely friendly and can't do enough to help type attitude which goes a long way, especially with high rollers.

 

[Aliatam]

You are welcome.

Your feedback regarding the team leader not getting back to you as promised has been reported to our Head of Customer Support.

Hopefully, you will never have problems like this in the future but if there is anything that you are not happy with, please feel free to give me a shout here or via skype and I will try to help as fast as I can.

Regards,

Ali

 

[chuzzleaddict]

I wish everyone was IanO