Resolved Verification document hassles - Mr Green

[Aliatam]

Hi once more

Could you please give me the Case/Ticket number for the communication you had with the customer support agent?

Thanks

Ali

 

[chuzzleaddict]

Some of it was on the phone, but the email stuff was under:

[ ref:_00DD0qCjj._500D0NGIPk:ref

 

[Mouche12]

@Chuzzleaddict - so, are you going to give Mr. Green a third try? Just curious

 

[jjezebel37]

@Chuzzleaddict - so, are you going to give Mr. Green a third try? Just curious

Fool me once, shame on you, fool me...ya know ole cliched saying,

I actually like the joint but pertaining to this thread, i wont be goin there, fair play n all to rep but still not good nuf IMO!!

 

[Mouche12]

Fool me once, shame on you, fool me...ya know ole cliched saying,

I actually like the joint but pertaining to this thread, i wont be goin there, fair play n all to rep but still not good nuf IMO!!

Fully agree! I was just joking, there are NetEnts with much and much better service and fast payouts!

 

[chuchu59]

I wish everyone was IanO

There are very few people like him nowadays. Meanwhile, I am pretty certain you are a hi-roller as you deposited $1K just to try them out again. I wouldnt think of depositing again in the near future if I were you. They would lose out on a potential whale and sort themselves out.

 

[chuzzleaddict]

Yep, a very high roller, I don't do any low rolling gambling so they missed out on a good client.

No, a third chance won't happen. haha, it's all just been time consuming and frustrating, I have other places I can donate thousands of pounds

 

[Nate]

Chuzzle - based on your LAST thread about them, I have not deposited there. I meant to try em' out but I absolutely loath having Withdrawal / verification issues.

I would not like to go through the same hassles and therefore I stay away. It's amazing that I tend to join Casinos mostly on recommendation from fellow players. I'll sample them myself then ONLY would I recommend to other players.

Its great that you bring these issues up - It helps so others don't experience the same!!

Nate

 

[aceking123]

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.

hi nate . the problem is this isnt the first time theyve played games ,ive also had problems with them & a few other players , if i can remember rainmaker did stick up for them this was a while ago & as per what i stated at the time were alot further down the line & guess what still no changes this alone says it all about this casino , they want your deposits but realy dont like paying out in a nut shell , this casino needs to be addressed again put back into batism i think )

 

[Aliatam]

Hi,

Please note that Andrew Stewart tried to give you a call but you were not available.

On an additional note, a new compensation has been credited in your account and it's available for you to use now.

Best Regards,

Ali

 

[Slotster!]

Chuzzle - based on your LAST thread about them, I have not deposited there. I meant to try em' out but I absolutely loath having Withdrawal / verification issues.

I would not like to go through the same hassles and therefore I stay away. It's amazing that I tend to join Casinos mostly on recommendation from fellow players. I'll sample them myself then ONLY would I recommend to other players.

Its great that you bring these issues up - It helps so others don't experience the same!!

Nate

I had an issue @ Mr Green with my first 'decent' sized withdrawal (thread somewhere!) - also convinced initially it was some sort of delaying tactic (as previous smaller payments had been made with no issue).

I still play there.

I've given them the benefit of the doubt that it was simply a 'mix up' and maybe a consequence of less than ideal processes from a comparatively new setup. I expressed my concerns at the time that I didn't want to purely be helped because I was a member here, and that anyone else would get withdrawals reversed and long waits for cash outs etc; it's disappointing to read something similar again.

FWIW, I'm waiting on a withdrawal at the minute - will report back on the timescales.

I really think Mr Green could be something brilliant.

They have one of the best layouts/customer interaction interfaces out there. The slots and games from across the spectrum are presented beautifully - and the portal
mainly works flawlessly. Cashouts are simple from a request perspective and the information clear.

Would be a real shame if the back office didn't match the expectations presented by the front.

 

[Nate]

There are so many places that have 'Potential' Slotster ... To be quite honest, a few decent people amongst their ranks can make all the difference.

Issues like these tend to snowball - I have not deposited because of this... How many others will read the thread and follow suite?

Thanks for opting to render feedback - It will also help me as an affiliate to determine whether I can promote them or not!

Nate

 

[Slotster!]

There are so many places that have 'Potential' Slotster ...

Agreed.

From experience though, I do really think that these guys have potentially got something pretty special if they sort the important bits out.

I like the Mr Green marketing angle and they have reasonably regular interaction with me as a player in terms of bonuses/free spins/promo's etc. The site itself and the way it operates is VERY slick. It's easy to navigate between the games and the process for depositing and withdrawing is - on the face of it - extremely clear and simple.

Agreed though, the most crucial bit - GETTING YOUR MONEY - seems to be slipping a bit behind the standards that are rightly expected from an accredited outfit.

Smaller withdrawals follow a reasonably standard pattern from experience - withdraw before 6pm ish Monday - cash in your bank at some point on Tuesday etc etc.

I've already mentioned I've got a withdrawal outstanding at the minute, however next time - I won't - and see what happens 'naturally'

 

[vinylweatherman]

Surely all it needs is the CS to use their brain when they see a case like this and say to themselves "this isn't right" and escalate the matter. The problem seems to be a slavish "jobsworth" approach to procedure in the face of evidence that something is going spectacularly pear shaped. The problem would be dealt with swiftly behind the scenes, and with luck the player won't notice.

The big problem here is that after a screw-up which required some serious damage control just to get the player to accept an apology, they did the exact same to the same player the very next time, and rather than realise straight away it was a mistake, they put the player through the grind once again. Now some even more extreme damage control is needed, and it is proving to be a struggle.

The systems may have gone wrong, but that is why humans are employed - to look at the big picture to see it's wrong, and put it right. If players lose faith in the withdrawal process, nothing else really matters.

 

[Rhyzz]

Everyone seems to be kicking off at these verification processes but it's no more than any credit facility would do should you apply for a credit card or something like that. It has to be done. Any beef with the process should be directed at the licensing jurisdictions, not the operator. Any operator that doesn't follow this process either spends a FORTUNE verifying players in other ways or is simply not bothered about anti money laundering. It's a legal requirement guys, one that cannot be flouted. I've been on either side of the issue, I got stung by some dodgy Costa Rican company who claimed they couldn't "verify" my ID when I won a load of cash - some use it as an excuse not to pay, others do it because they care about their responsibilities and don't want to lose their license. Mr Green I dare say are the latter.

Mistakes get made yes but the 3 month statement thing is pretty standard, I had to do this for a credit application recently.

 

[Slotster!]

Everyone seems to be kicking off at these verification processes but it's no more than any credit facility would do should you apply for a credit card or something like that. It has to be done. Any beef with the process should be directed at the licensing jurisdictions, not the operator. Any operator that doesn't follow this process either spends a FORTUNE verifying players in other ways or is simply not bothered about anti money laundering. It's a legal requirement guys, one that cannot be flouted. I've been on either side of the issue, I got stung by some dodgy Costa Rican company who claimed they couldn't "verify" my ID when I won a load of cash - some use it as an excuse not to pay, others do it because they care about their responsibilities and don't want to lose their license. Mr Green I dare say are the latter.

Mistakes get made yes but the 3 month statement thing is pretty standard, I had to do this for a credit application recently.

It's not the verification process, it's subsequent to that.

Noone should be complaining about verification (and in fact aren't).

 

[Aliatam]

I had an issue @ Mr Green with my first 'decent' sized withdrawal (thread somewhere!) - also convinced initially it was some sort of delaying tactic (as previous smaller payments had been made with no issue).

I still play there.

I've given them the benefit of the doubt that it was simply a 'mix up' and maybe a consequence of less than ideal processes from a comparatively new setup. I expressed my concerns at the time that I didn't want to purely be helped because I was a member here, and that anyone else would get withdrawals reversed and long waits for cash outs etc; it's disappointing to read something similar again.

FWIW, I'm waiting on a withdrawal at the minute - will report back on the timescales.

I really think Mr Green could be something brilliant.

They have one of the best layouts/customer interaction interfaces out there. The slots and games from across the spectrum are presented beautifully - and the portal
mainly works flawlessly. Cashouts are simple from a request perspective and the information clear.

Would be a real shame if the back office didn't match the expectations presented by the front.

Thanks for the nice words, please let me know if you have any problems.

 

[chuzzleaddict]

Update

I spoke to Andrew Stewart today after missing his call a couple of times due to being in meetings. I appreciated the time he took to chat to me and he was understanding and apologetic about the issue faced, saying it was indeed a huge error on their part which should not have happened. My file has now been updated to clearly state not to ask me for any more verification. I felt I was being taken seriously and this forum/the rep were mentioned and all implications thereof. Andrew Stewart also said he would look in to some kind of VIP bonus given the fact that since joining Mr Green I have deposited very large sums, which is also something positive.

So, thank you Mr Green and Ali for the steps you have taken, and for the compensation in my account today which I am yet to check*


And in response to other comments, I have absolutely NO issue with having to verify, I do in fact prefer having to do so, it was just the 'run around' that I did not appreciate, which you would have understood if you fully had read both my threads on this subject.


*Edit: £20 received with thanks.

 

[Aliatam]

Update

I spoke to Andrew Stewart today after missing his call a couple of times due to being in meetings. I appreciated the time he took to chat to me and he was understanding and apologetic about the issue faced, saying it was indeed a huge error on their part which should not have happened. My file has now been updated to clearly state not to ask me for any more verification. I felt I was being taken seriously and this forum/the rep were mentioned and all implications thereof. Andrew Stewart also said he would look in to some kind of VIP bonus given the fact that since joining Mr Green I have deposited very large sums, which is also something positive.

So, thank you Mr Green and Ali for the steps you have taken, and for the compensation in my account today which I am yet to check*


And in response to other comments, I have absolutely NO issue with having to verify, I do in fact prefer having to do so, it was just the 'run around' that I did not appreciate, which you would have understood if you fully had read both my threads on this subject.


*Edit: £20 received with thanks.

You are very welcome.

 

[Casinomeister]

Admin note: thread name change

Thread changed from "you must be joking..." to "Verification document hassles - Mr Green" - resolved.

 

[Slotster!]

Minor update: My half decent withdrawal hit the following morning as expected. Withdrew 4pm Monday, hit my bank around 12 noon Tuesday... So all good.