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Michael A

MR GREEN CASINO

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Hello Roshtein and everyone,

Long story short, I have made a Mr.Green Casino account. I sent in the documents needed just in case of a big win! I initially deposited $300 and in turn, cashed out $350 with no problems at all! (I withdrew the $50 profit just to see if the casino is trustworthy enough for withdraws, so settle down Brians haha).

Anyway, I deposited a total of $1400, and I got a big win! The totalled amount of the win was $3300! So i decided to withdraw and quit for the day while I am ahead.

The following day, I try to see if my withdrawal was put through...  INSTEAD, MY ACCOUNT WAS BLOCKED!!!! I am trying to deal with the problem via email, but that is a slow process on their end it seems. Live Chat apparently does not know the information I am looking for.

 

SO BEWARE EVERYONE! IF YOU WIN TOO BIG, THERE IS A CHANCE YOUR ACCOUNT WILL JUST GET BANNED.

 

ROSH, I hope you or one of your mods will see this and can help me.

P.S. Hope you have fun in MURICAAAAAA 

Edited by Storyx
Removed rule breaking content

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https://www.askgamblers.com is good place to solve these kind of things if they have no reason to ban your account. Just wait 1st what they respond!

It can be a mistake, they need more information etc. (sometimes casinos really check the docs after the withdraw amount gets over like 2k)

I have no bad things to say about mr.green as my transfers has gone no problem like last 5-6y from when i started there, thou i rarely play there nowdays.

But gl solving the problem, i know its pain in the ass to just wait the responses :classic_angry:

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2 hours ago, Michael A said:

Hello Roshtein and everyone,

Long story short, I have made a Mr.Green Casino account. I sent in the documents needed just in case of a big win! I initially deposited $300 and in turn, cashed out $350 with no problems at all! (I withdrew the $50 profit just to see if the casino is trustworthy enough for withdraws, so settle down Brians haha).

Anyway, I deposited a total of $1400, and I got a big win! The totalled amount of the win was $3300! So i decided to withdraw and quit for the day while I am ahead.

The following day, I try to see if my withdrawal was put through...  INSTEAD, MY ACCOUNT WAS BLOCKED!!!! I am trying to deal with the problem via email, but that is a slow process on their end it seems. Live Chat apparently does not know the information I am looking for.

 

SO BEWARE EVERYONE! IF YOU WIN TOO BIG, THERE IS A CHANCE YOUR ACCOUNT WILL JUST GET BANNED.

 

ROSH, I hope you or one of your mods will see this and can help me.

P.S. Hope you have fun in MURICAAAAAA 

Was the information you submitted actually accepted? Your account gets blocked automatically if you're not verified for a specific amount of time. Mr Green is a very large and long standing casino, there will be some sort of explanation.

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I have sent all documents in. Plus, they have even asked me for a photo of myself and my drivers license side by side. I have sent in bank statements and proof of address. Not sure what else would suffice. I will give it a week to see if anything comes of it. 

I was wanting to double check my account to verify all my documents have been accepted, but since the account is blocked, I can’t at the moment.

I will keep you updated and retract any negative statements if this is handled appropriately. 

This happened to me at a previous online casino and it took months just to get my money back. So when this sort of thing happens, and my account gets banned for no apparent reason, I want to bring it up on the forum since it is the only place that I know of that can actually give me sound advice and help.

 

I appreciate both comments for guidance and will keep you updated!

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4 minutes ago, Michael A said:

I have sent all documents in. Plus, they have even asked me for a photo of myself and my drivers license side by side. I have sent in bank statements and proof of address. Not sure what else would suffice. I will give it a week to see if anything comes of it. 

I was wanting to double check my account to verify all my documents have been accepted, but since the account is blocked, I can’t at the moment.

I will keep you updated and retract any negative statements if this is handled appropriately. 

This happened to me at a previous online casino and it took months just to get my money back. So when this sort of thing happens, and my account gets banned for no apparent reason, I want to bring it up on the forum since it is the only place that I know of that can actually give me sound advice and help.

 

I appreciate both comments for guidance and will keep you updated!

Just because you sent documents in doesn't mean your account was verified yet. It's possible there was an issue with the documents and they just haven't communicated that. I'm sure there is a logical explanation for it, Mr Green has been around for over 10 years. One of the longer standing casinos, I highly doubt they're looking to scam you.

That being said, we're fairly limited on how much we can help. As the casino would not be able to discuss issues with your account with us. All we can do is point you in the right direction really.

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3 minutes ago, Storyx said:

Just because you sent documents in doesn't mean your account was verified yet. It's possible there was an issue with the documents and they just haven't communicated that. I'm sure there is a logical explanation for it, Mr Green has been around for over 10 years. One of the longer standing casinos, I highly doubt they're looking to scam you.

That being said, we're fairly limited on how much we can help. As the casino would not be able to discuss issues with your account with us. All we can do is point you in the right direction really.

Yes, I completely agree with you. I just got caught up in the heat of my frustration and feared a repeat of past experiences.

I understand that the casino is a long standing casino, but there was no warning of the events that transpired. So I apologize for jumping the gun on the accusations. 

Hopefully this gets resolved accordingly. I also hope that if this occurs to others, they will take a more calm approach and learn from this thread.

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2 hours ago, Michael A said:

Yes, I completely agree with you. I just got caught up in the heat of my frustration and feared a repeat of past experiences.

I understand that the casino is a long standing casino, but there was no warning of the events that transpired. So I apologize for jumping the gun on the accusations. 

Hopefully this gets resolved accordingly. I also hope that if this occurs to others, they will take a more calm approach and learn from this thread.

Let us know the outcome. Best of luck with it.

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I play on Mr Green for Half a Decade now, and there was no Problem with anything ever, even on a 10K Cashout or more.

I Would assume u might have done a Mistake or something was not approved in a Way.

I would also like to know what came out of that, so please let us know.

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UPDATE:

It has been almost a week since this whole ordeal began.

Since Friday, I have gotten zero response via email from the department handling my case. I have presented every kind of possible documentation. 

Still awaiting any response or update on their end.

Will keep you updated.

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UPDATE:

There has been ZERO response from the customer support team handling my ticket. No update via email from them.

The only person from Mr.Green who has been helpful is a live chat support person. But there is only so much he could do.

I have sent in a follow up email to the support team, inquiring about the issue. Yet again, there has been no response. 

Very frustrated with a casino that has so much praise.

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Any news yet?? :classic_wacko: Im very interested whats the response from them to block your account. I withdrawed 900e last week from there and they paid it in 5min so no problems there fortunately.

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BIG UPDATE:

After a couple weeks of back and forth with Francesca, part of the support team. She reached out after I complained on AskGamblers. After MULTIPLE verification documents sent in and weeks of waiting, I get this message. Keep in mind, the reason it was taking so long was to verify who I am. There was no other indication that anything else was out of order!

 

Please kindly note that the account has been closed permanently and the recent wagers voided, as well as the recent deposit returned. This is due to the below Terms and Conditions being breached: 

11. TERMINATION, BLOCKING AND CLOSING OF PLAYER ACCOUNTS

  11.1 We may restrict your access to Mr Green, suspend or terminate your account, withdraw your offers for bets, void any bets outstanding to your account, cancel any unmatched bets or cancel and void any outstanding or matched bets in our absolute discretion if:

    11.1.1 We have reason to believe you have engaged in a Prohibited Act;

    11.1.8 we suspect that you have (or may have) otherwise materially breached these terms and conditions

 

SOOOO, I am appealing the case. But as it stands, my account is terminated and all my winnings have been “confiscated”. Apparently I engaged in a Prohibited Act of materially breaching the TOS. 

 

Like, WHAT!! I only played a handful of popular slots and won a decent amount and just tried to withdraw and BOOM … this happened!!!

 

Will keep you updated if anything else arises. 

 

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They refunded me my one initial deposit ($1000), but took away my winnings and terminated my account. Such BS. I am so surprised and pissed guys. 

I don't get how the past couple of weeks they have been trying to "verify" my account, but once it is fully verified, they pull this Sh*t. Just make up something they "suspect" me of doing and ban me and take away my winnings. 

So disappointed, especially after all of you say its amazing. 

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Posted (edited)
On 10/3/2019 at 3:59 PM, supermemor said:

Any news yet?? :classic_wacko: Im very interested whats the response from them to block your account. I withdrawed 900e last week from there and they paid it in 5min so no problems there fortunately.

just posted an update. This is STUPPPIDDD. I win big, and apparently I somehow breached a Prohibited Act. 

Let me also say, I did withdraw a smaller amount with no problem (just under $500) before all of this happened. 

 

But god forbid someone actually win a decent amount of money and get somehow get banned for no reason.

Edited by Storyx
Removed rule breaking content

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Sorry to hear that m8 :classic_sad: I dont even understand that "term of conditions" they are accusing you to break. Just keep pursuiting that complaint. Seek out if theres some others same kind of complaints and how they are maybe solved. GL :Panic:

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Me either man. I don’t get it. The support said they’ll message me tomorrow with more details. So they don’t even know why they’re doing this to me😂 

such a joke. They just don’t want to pay up and Respect their customers. They’re okay with paying out smaller wins but if it exceeds a certain amount, they pull out some BS TOS.

I hope Roshtein will see this thread and try and help or at least warn users of this shady casino.

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First of all, sorry you're still having this problem. I caught the thread on AskGamblers, and it's a shame that Mr Green has taken to making most of the discussion private instead of posting publicly as much as possible on AskGamblers. 

Secondly, I know this is frustrating for you and a lot of money is involved here, but venting your frustrations in your communications with the casino saying things like "This is complete BS." will not help your case. Please can you also refrain from the full caps saying casinos are a scam on the forum, these cases on this particular casino are relatively isolated, and given the standing of the casino it's highly unlikely Mr Green is interested in scamming you. Yes they certainly aren't giving up easily, but clearly there was an issue and they are just not communicating it very well, which leads me to my next piece of advice.

If your communications with Mr Green fail. You can contact the AskGamblers complaints team and request them to act on your behalf in order to help get a more suitable resolution. 

AskGamblers will ask the casino to provide a detailed explanation of the issue along with evidence which supports accusations towards you, with quoted terms that have been breached, if any.

This is your next step if your communications directly with the casino aren't getting anywhere. 

Thanks.

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I hear you, and understand what you’re saying. But after reading the many complaints and reviews, this casino has similar problems throughout askgamblers when it comes to cashing out. 

The customer service is lacking. They are very indirect and are uninformed. They don’t know what they’re doing when situations like these arise. Terrible communication.

should have read the reviews and complaints before blindly trusting this casino.

will do more homework on that in the future.

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UPDATE: 

Once AskGamblers told Mr. Green Casino to provide proof, they quickly said they will only disclose that information to me and they are NOW willing to be transparent in the matter. So fingers crossed they can have this sorted out quickly and this ordeal can be over with. 

In contact with them now trying to get to the root of whatever problem arose.

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Now it seems as if they are giving me and AskGamblers the runaround. 

They said they can't disclose ANY information to AskGamblers due to GDPR regulations. Which I understand. They said they had all the information needed and would disclose the information to me via email due to privacy reasons. They then say to email them and they will disclose all the information to me about the matter.

Once I email them, they say it will be an 8 week investigation and they will keep me updated. They had, what seems to be nothing.  

SO, they had no information at the moment for AskGamblers and myself and are trying to buy time it seems. To avoid the timer on the AskGamblers page and AskGamblers themselves, they want to do it privately. Even though they had no documents proving the termination of my account and the confiscation of my winnings. 

Just disappointed in their "transparency". 

We'll see what they say this week and see if they had any actual evidence on whatever they're claiming I did wrong.

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42 minutes ago, Michael A said:

Now it seems as if they are giving me and AskGamblers the runaround. 

They said they can't disclose ANY information to AskGamblers due to GDPR regulations. Which I understand. They said they had all the information needed and would disclose the information to me via email due to privacy reasons. They then say to email them and they will disclose all the information to me about the matter.

Once I email them, they say it will be an 8 week investigation and they will keep me updated. They had, what seems to be nothing.  

SO, they had no information at the moment for AskGamblers and myself and are trying to buy time it seems. To avoid the timer on the AskGamblers page and AskGamblers themselves, they want to do it privately. Even though they had no documents proving the termination of my account and the confiscation of my winnings. 

Just disappointed in their "transparency". 

We'll see what they say this week and see if they had any actual evidence on whatever they're claiming I did wrong.

Pretty sure GDPR regulations don't apply as you've given your written consent to share data with another company. I feel like the person you're dealing with doesn't understand how GDPR works or they're just fobbing you off.

Either way, once you receive evidence from them you can just forward it to AskGamblers yourself to review.

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