WTF MrGreen

[Chipkin9]

Logged in to my Email today to see that Mr Green (Rather NetEnt) gave me 5 freespins on "Shights". A whopping £0.45 worth of freespins. Nevertheless I decided what the hell, you never know and won £0.50 from these freespins and from that £0.50 won £15. Nice I thought!

Screenie from £15 win:

So I make my way up to £50 and fall back down to £30 and decide to make my 1st cashout on MrGreen to see how promptly withdrawals hit my Skrill.

So I get to this page and see that from the £0.50 won from freespins I have to wager a staggering £675; that's a total of 1350x wagering requirements from freespins

Once I was up to £50; I was like, well that's wagering requirements met if it's 50x.



Is this standard wagering from MrGreen freespins? I don't thinks so, I think this is shocking tbh; any thoughts?

 

[Nate]

I doubt it, maybe you had some other bonus still attached? Did you clear your balance to 0 before playing?

Nate

 

[Chipkin9]

I doubt it, maybe you had some other bonus still attached? Did you clear your balance to 0 before playing?

Nate

Yep, seems you hit the nail on the proverbial head Nate.

Here is a chat log:


*** Christian: Welcome to Mr Green how may I help you?

You: Hi, I am just making an inquiry about your freespins wagering requirements.

Christian: There is a 35 time wagering requirement which you need to play down before you can withdraw the bonus funds. You can only play the wagering on slot machine or scratch card games, not Roulette or Poker games.Christian: You can also follow your progress via the bonuses option on your account.

You: ok.

You: well, MrGreen awarded me a whopping £0.45 worth of freespins on NetEnt's Lights (5 freespin).

You: ok?

You: I made my way up to £50; luckywas on my side.

You: So I tried to make my 1st withdrawal on MRGreen to see how promptly withdrawals hit my Skrill account and see that from the £0.50 I won from freespins; I have to wager a staggering £675.

You: That is a wagering requirement of 1350X

You: That is staggeringly high!

You: It should vae been £17.50 to wager.

Christian: Congrats with that, the free spins on the game: Lights was depending on your deposits the last 8 weeks. But i think the added wagering could be from the first deposit bonus.

You: if it was 35x.

Christian: In total the bonuses you've played add up to: £22.25, so it does compute correctly.

You: actually from £0.50 freespin winnings I should have only needed to wager £16.50 but that's irrelevant.

You: So my prvious bonuses are carried over, is that what you are telling me?

You: previous*

Christian: Remember once a bonus is played, and you haven't managed to play the wagering remember to contact us so we can remove old wagering requirements from your account.

You: I was never aware of this.

You: So on my next deposit I would still have had to meet prvious bonus requirements to withdraw?

You: That's unfair.

You: Previous bonuses should be disregarded automatically if wagering isn't met!

Christian: When you have played and failed to play down the wagering, then we can remove the remaining wagering, but at present there isn't a automated solution for this. We are however looking into this for the future, but for now remember to contact us to remove old wagering requirement, I'm sorry you were not aware of this as this is in the offers terms.

You: Ok, never worry. I will remember this in future when considering taking a bonus

You: So what now in regards to the winnings today?

Christian: Sorry about that, and remember to contact us if there is anything unclear and we will assist you of course.

Christian: In regards to the winnings today, I think you will need to play down the bonus funds to withdraw the bonus funds, but I will just check and see if anything can be done, please hold.

You: Ok, np.

Christian: What I will do is make an exception and remove the wagering, and credit 30£ to your account. Understand this is a once off goodwill gesture though, would this be agreeable?

You: yes.

You: That's nice of you

You: In the future I will remind to come to chat to remove any bonus requirements not met

Christian: Not a worry, please hold while i sort this for you.

You: ok.

Christian: This is now done for you, is there anything else today?

You: That's everythingm for today.

You: Thanks Christian, you are a gentleman and a scholar!

You:

You: Have a nice day! ***

So it seems previous bonuses received are carried over to your next deposits and if you have failed to meet wagering requirements on the previous bonus, then you will still need to meet them in future deposits. To have them removed you must contact support.

I think this is a terrible way to operate tbh. Unsuspecting players who are unaware of this are going to have their future deposits tied down to wagering requirements they didn't agree to.

MrGreen should have it so if wagering requirements aren't met, then they are disregarded automatically, like every single other site operates.

All-in-all thumbs up to Christian and MrGreen for resolving the issue and allowing me to withdraw today's winnings (As little as it is) from 5 freespins

 

[Nate]

Top Notch service right there from Christian! Sometimes its a software change that needs to be incorporated to enable you to forfeit manually or for it to be done automatically.

I'm glad you had it resolved and I'm sure Andy will look into that!

Nate

 

[wobble33]

well this is totally untrue, when you don't meet the wr, the wr disappears.

I just won £1.04 off free spins with a x35 wr. I lost the money, and had no more bonus commitements.
you must of had a few pence in your account that you did not lose. and that's how you had a big wr.

 

[Keiju]

I don't know if I recall properly but I think at least in the past Mrgreen had a problem with freespin wagering requirements not being what they should be. Haven't played there in a long time. But I think they had bug in the system that gave wrong wagering requirements sometimes. Do I remember correctly? maybe this is the same bug?

 

[spoton]

That happened to me quite a few times when I was a member at MrGreen because of a unplayable ammount that couldn't be played, and then i got the feeling that they were doing me the biggest favour ever. Some of them even lied to me and told me it was technical impossible.

It's nice to see that they have also have some helpful reps like that. That being said I find English CS-reps much more helpful and polite than those who speak my native language.

 

[dunover]

This sounds almost like the evil 'sticky' bonus...not what I'd associate with Mr. Green!

 

[PaaskeDenmark]

Yes I am one of them who had problems in the past. Andy promised to have this sorted asap so old wager would automatic reset. It seems this has not happened yet then?

I will mention this to Andy next I speak to him or refer him to this thread. I am surprised this is still occurring. But yeah Mr Green and Andy are exceptional great so never anything to worry there always fair and square here

 

[rshkrn]

IMO something like this should go into the T&Cs cos this would be different behavior for different casinos......

 

[AndyB-MrGreen]

Thanks folks.
Sorry for the problem you had.
I actually met with our platform provider on Friday and raised this again.
The lower limit balance will be set so that any WR is forfeited automatically at a low point, 30c or 50c.
That hits in the next 2 weeks.

Cheers!
Andy

 

[PaaskeDenmark]

That is great Andy. Proofs once again how sorry Redbet should be for "losing" him PS Andy sent you couple PM's regards to that slot trial. Please do get back to me when you get time. Seems sometimes PM's gets lost here at Casinomeister

 

[Chipkin9]

Thanks folks.
Sorry for the problem you had.
I actually met with our platform provider on Friday and raised this again.
The lower limit balance will be set so that any WR is forfeited automatically at a low point, 30c or 50c.
That hits in the next 2 weeks.

Cheers!
Andy

No worries Andy. The issue was dealt with promptly and the customer support from Christian was superb and on point (He understood everything correctly unlike some other Casino Customer Support).

I am glad to hear that you will be getting things sorted

PS: Sorry for the delay in posting back, I had the trouble of having to move house and have no Internet, so I am currently hogging from an access point and the connection is terrible at best