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Resolved Verification document hassles - Mr Green

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chuzzleaddict

On a Break
Joined
Jul 31, 2012
Location
Second star from the right... & straight on til mo
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 [email protected] or as a reply to this email. Pictures can also be sent as an MMS from your cell phone to [email protected] (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.

:mad::eek2::eek::what::confused::mad::mad::mad::mad:
 
slotplayer said:
Do you think it is a delay tactic to get you to play the money back?
Click to expand...


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.:(
 
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.
 
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.
 
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!
Click to expand...

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.
 
Mouche12 said:
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!
Click to expand...

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.
 
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!
 
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.
 
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.
 
chuzzleaddict said:
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.
Click to expand...

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. :thumbsup:
 
pokeraddict said:
I sent the Mr Green rep a PM about another issue and they never responded. Just to confirm, is the rep Aliatam?
Click to expand...

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.
 
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!:thumbsup:
 
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
 
Last edited:
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
 
Aliatam said:
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
Click to expand...

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.:confused:
 
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.:D
 
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 said:
I wish everyone was IanO :o
Click to expand...

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.
 
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
 
Nifty29 said:
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.
Click to expand...

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 )
 
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
 
Nate said:
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
Click to expand...

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.
 
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
 
Nate said:
There are so many places that have 'Potential' Slotster ...
Click to expand...

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' :D ;)
 
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.
 
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.
 
Rhyzz said:
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.
Click to expand...

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

Noone should be complaining about verification (and in fact aren't).
 
Slotster! said:
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.
Click to expand...

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


*Edit: £20 received with thanks.
 
chuzzleaddict said:
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. :rolleyes:


*Edit: £20 received with thanks.
Click to expand...

You are very welcome.
 

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