Hi, im having problems with mrgreen paying out my winnings.
So my account has been verified for many years. I never used my bank account to either deposit or withdrawal. Ive used either neteller (fully verified) or my paysafecard account (also fully verified).
Now in this case ive deposited with my paysafecard account. I used my account because i know its possible to withdrawal to when you win money. Ive done this before on mrgreen and never faced any problems. Now i made the mistake apperantly to select neteller as option for withdrawal while my deposit method was paysafecard account. The option was given so since i was planning on transferring it there anyway i thought why not do it inmediatly. At other casinos the option was not given when the money had to be sent to the method of deposit so i assumed it would be ok in this case as i did have the option.
Now after 2 days i still didnt receive any money, so when i tried to log in to mrgreen i got inmediatly to the account verification page. They requesting me to sent my bank information. Ive specifically asked to mrgreen customer service before if they would ever request that because that would pose a problem i explained. They told me then that nothing else was needed and my account was fully verified(ive been facing this problem before but it has gotten resolved most of the times)
Now they even disabled my account pending the document. The customer service keep giving me the same answer that they cannot do anything for me untill i sent those documents. The financial department is unwilling to help out. They say because i selected a different method for withdrawal as i made a deposit with they need to have my bank account details and transactions.
their terms state:
6.2 To withdraw funds from your Player Account you must request the withdrawal back to the same payment method used for deposit. If the deposit method used does not allow withdrawals, you may request the withdrawal via bank transfer. The Gaming Operator reserves the right to ask you for a bank statement proving that you are the owner of the bank account. If you request a withdrawal to the different payment method, The Gaming Operator will contact you and ask you to cancel your pending withdrawal and request it again via the correct payment method. The Gaming Operator reserves the right, at all times, to make the final decision on the choice of withdrawal method.
Since i never used my bank account nor do a request to withdrawal to my bank account they really have no reason to ask for it. even in their own terms above it states that the request must be cancelled and i must select the deposit source as withdrawal method.
So are they legally allowed to ask for my bank account and are they allowed to just unverify my account at any point. Because now they keep hiding behind money laundry / security yada yada bullshit while im not even depositing more then 20 euros a month. They also said they need to know the source of my payment to paysafecard as well for security issues and keep asking me for a coupled bank account while i use cash to pay for paysafecards. They are making it impossible for me to withdrawal my winnings now and are just unwilling to help out. Customer rep keeps saying they understand but they cant do anything and the financial department is saying they have to have the documents by law.
So they give false information up front, give me invalid withdrawal options on their site and im the one that has to fix it with bank details i never used. Are they allowed to do this and arent neteller/paysafecard(same company) valid payment options once fully verified?
Its always the same with casinos it seems they take deposits from anywhere, no questions asked, but once its time to payout theres always something that delays the payment or they dont pay at all.