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They have accepted my complaint and refunded all deposits in full. They were very good about it and apologised for their shortcomings. Can’t thank you enough for your help; quoted the above regs to them in my email and I’m certain it assisted! I do really Appreciate. best of luck to you at the tables

Thank you mate, that’s very helpful. Yes I meant Uk gambling commission. . I will screen shot all evidence and correspond directly with the casino first. If they refuse, then I will try AG complaints to step in.

Hi All, Just after some advice please. I previously SE from a casino site and today, tried to log back in after aome time away. I was told that my SE had ended and I was free to re-open my account again so I did. I thought they would make me wait 24hrs to cool Down, but they didn’t , I had access straight away. I then proceeded to lose £600 and closed the account again before I done anymore damage The casino is regulated by GBGC. I understand that all casinos should make I wait 24hrs. Do I have any hope of getting my money back ?

money received

They have sent me an email saying that my withdrawal has now been approved and should be in my account in 3 days. They also apologised for the delay and said that it took so long as they were checking my gameplay and were pleased to report that all seemed fine! thanks for your help with this guys. The Casino was PlayCosmo.com / part of the cashbet Aldernay group

no they dont

I sent them the docs last Thursday and not received a response. I have been able to further deposit funds since I have emailed twice and they havent responded either also, I never got an email from the SE er the phantom account I set up all really strange

I just don't want to run the risk of putting the casino name on here, them seeing this thread then looking into it and refusing to pay out. As soon as I get an answer, either way, I'll post. Some news in that they have sent me an email congratulating me on my win and asking for ID docs which I have sent. In addition, which I found pretty strange, they said due to the large win, i would need to sign and return their TC's, which I have done. They are the same terms as per website... I wait.. !

I will share the company, once they have either paid me the money ( i know, unlikely) or sent me an email saying they wont be paying me the money.They have nothing in their terms and conditions regarding this. Also, I did not receive an email when I self-excluded from the first site so i havent seen any further terms or condisions. In an effort to see what was in their terms ( ie email once you exclude) I have created a further phantom account ( on another sister site), immediately, I self-excluded and i still havent recieved any email. This was in the past few hours, so it may have to be manually picked up by someone. I know they have to return my deposit, thats pasrt of there regualtory obligations. Problem is that my deposit was £100 and my winnings total £5k. So you can see why im anxious.

Hello, I'm panicking a little and wanted some advice. A few months back, I SE from a casino site. Last night, I opened an account with a sister site ( honestly didn't realise until afterwards) and won, quite a bit actually.I used the same email, address, DOB, debit card etc. I didn't try to hide who I was. I was allowed to register, deposit and play. Are they going to try and withhold my winnings? I have read their terms and it mentions nothing of SE from one, SE from all. The company is regulated by the GBGambling corp. Are there any rules that if you self exclude from one site, you automatically SE from there other sites? If so, should a block not have been put on my account upon registration? Thanks for any help

I only play at UK regulated casinos and came across this one. I deposited £150 got up to about £400 off the casino and was happy enough. I then moved to 'live football betting'. The name kind of gives it away right, live betting. To cut a really long story short.... they do not update the LIVE football scores. I was getting odds of 3.87 for a team to win that were 3-1 up with 10 mins to go. Of course, I refreshed the page etc and the score was 3-1 and time was 81 mins. I put £100 on.. still 3-1 at 88 mins it showed on my live scores. Smugly, assuming that was easy I was waiting for the payment to hit my account. I kept refreshing etc nothing arrived.. I then checked my bets and it said LOSE. I was like, wtf, no way. I managed to find the game (Czech U21 LEAGUE) and the scores had been 3-3 since minute 76. Absolute joke. I obviously contacted them to relay my point and was advised 'its the customers fault to check the correct scores'. This cannot be right. They are offering a service, based on an event and show the scores of that event, how can it be down to be to check? I obviously have no screenshot of the scores being 3-1 on 88 mins as there was no need to take one. I asked them to close my account and return my money (£318 odd) so although I still walked away in profit, I would not recommend this casino to anyone.

so... just got this response frm Mr Green: Thank you for your patience, Ian. I hope my email finds you well and you had a great weekend! My name is Leah and I liaise with our game providers on behalf of our players here at Mr.Green. I can see you have been in recent contact with our customer support agents regarding your round played on the 04th August with Evolution Gaming. Your case was passed to myself this morning, Ian, to look into and investigate further as you have requested it be reviewed via management. Firstly, please accept my sincere apologies regarding the information provided from our agents that may not have been very clear, I will of course provide feedback and training. I can confirm a full investigation was sent over to our technical team from Evolution Gaming advising your initial bets. They have double checked the bets placed for you. They have confirmed that there was a connection disruption during the time you placed the bets due to players internet connection resulting in the bet requests reaching the server too late, when the betting time was already over, therefore all bets were rejected. Below please see a few details which the game provider has provided me: Roulette on 04-08-2016 at 05:50:32 UTC Game Result: 14 Red Bet Spot Bet Amount Net Wining per Bet 9 Red - 5.00 Street bet: 1, 2, and 3 - 5.00 Street bet: 4, 5, and 6 - 5.00 Street bet: 25, 26, and 27 - 5.00 Split bet: 0 and 2 - 5.00 13 Black - 15.00 14 Red - 15.00 - 525 15 Black - 30.00 16 Red - 15.00 17 Black - 35.00 19 Red - 30.00 20 Black - 20.00 21 Red - 10.00 22 Black - 5.00 24 Black - 5.00 25 Red - 5.00 26 Black - 5.00 27 Red - 5.00 31 Black - 5.00 32 Red - 10.00 33 Black - 5.00 34 Red - 15.00 1 Red - 5.00 2 Black - 5.00 Split bet: 13 and 14 - 5.00 - 85 Split bet: 16 and 17 - 5.00 Split bet: 17 and 18 - 5.00 Split bet: 19 and 20 - 5.00 4 Black - 5.00 6 Black - 5.00 Total Bets Amount 295.00 Potential Net Win 335.00 GBP (Potential win 610.00 GBP - Losing bets amount 275.00 GBP) I hope this information helps you. I have personally looked into your players account and I can see you are loyal player here with Mr.Green. As a gesture of good will on this one occasion I would like to credit you the potential net win which was 335.00GBP to your players account. I am more than happy to add this amount for you today with your consent. Please can you email me back, Ian, I will get these funds added to your account in real funds for you. I am in the office until 16:00 so feel free to contact me at any time. In the meantime I hope you have a great day ahead. I cant complain at that. Im glad that they realised that I wasn't trying to pull a fast one, the above actually happended.

Just received this reply from Mr Green: Thank you ever so much for bearing with us while we raised the inquiry with the gaming provider of the Roulette issue you unfortunately experienced. It is much appreciated. They have just informed us that they are looked into the matter and completed their investigation so hence this email as an update immediately. I can confirm that they located the round in question at precisely on 2016-08-04 at 05:50:32 UTC. According to their game logs, you attempted to take part in the mentioned round with a total stake of 55.00 GBP, however what has happened is that your bet never reached the game server due to connection difficulties that you experienced at the time.That is why you saw your balance intact as a result of the occurrence. Due to this issue we have refunded your account with the potential win of 35 GBP by our decision as the stake was returned to your account anyways. I do apologise for any inconvenience experience and for any undue delay you feel you have experienced during the investigation of this issue. If you wish to discuss this further please do not hesitate to contact us via email, live chat or by phone. Please have a pleasant day ahead. My reply here: Dear Liam, Thank you for investigating my complaint. I am pleased that you have accepted liability for the error. However, I totally dispute the amount in question. If you take all I have said on face value: I have not lied or mislead you in anyway, your investigation will confirm the same; If you take a look at my gameplay for that morning, and my previous gameplay with your site. Staking £35 is something I do not do, unless on an opening bet to test the table; 1) Why would I arrive at the table and my first initial stake be £75 2) The following spin I increased my stake to about £180 3) Why would I then decrease my stake to £35 ? Im sorry, the information that they have given you is totally incorrect. I told you exactly what happened. I don’t know where the company got this fictitious figure of £35 as its completely not true. Perhaps they meant I tried to stake £35 on number 14, that would make more sense. Can you please come back to me.

I've always praised Mr. Green. Their withdrawals are literally within 2 mins and it's in your PayPal account, Unbelievable. But, you know, this happened. And that's why I have asked them to fully investigate including with the software company as I am pretty sure it's their error, but the fact remains, Mr Green supplies these services to me, and my relationship is with them.

Yes I will do Coco. And thank you Leah, I sent the below to your customer services email this morning.

Below is a copy of a complaint I have just sent to Mr Green. Some may note from my previous posts that I have always been quick to praise them on their speedy withdrawals etc ... This , well.. Have a read... I would like to make a complaint against your casino surrounding gameplay I experienced this morning on live roulette. I email to request a full investigation, including its findings, are carried out and returned to me via email. You will note from my account, that I deposit a significant amount of money with your casino per month. Every morning, I deposit £250. Sometimes I win , more than often I lose but that's the game. This morning, at approx 7am, I deposited £250. I span a few times on player suite roulette and managed to get the figure upto £750. Feeling lucky, and unusually for me , I decided to play live roulette. My first bet covered just 3 numbers as betting was closing ( 15,17, 19) , £25 on each number. No luck. I think 28, or 29 came in. My next spin was increased to about £240. I covered numerous numbers, including black 2 that came in and returned me £180. My third spin was for about £300 and this is the spin I take issue with. I loaded up Bets to, somewhere in the region of £300. I vividly recall the top of the screen going orange as bets were closing. That was it. I remember looking at my top Left screen and my balance was showing as either 300, or 305. I recall this as I remember thinking had this spin lost, I would have had sufficient funds for one more repeat spin. The wheel span and I saw a message at the top of the screen that said bets rejected!! I was like wtf? ... You do not have to confirm your bets on this version of roulette. You just place them and cross your fingers. I couldn't understand why...Then guess what number came in... Red 14. one of my 7 numbers I always back heavily ( check my overall gameplay , this will confirm this). I confess I don't know the exact figure I placed. No less than £20, no more than £30 would be correct. Completely unaware as to why this occurred, and thinking there must be an error somewhere, I Left the table and the money retuned to My account was the money without me placing the last bet. ( ie £605). I want to know what happened. Why this bet was rejected. I want the company that owns the software to be contacted and a full reply received. As I said to the girl I spoke to on live chat. I haven't just made this full story up. This happened this morning and somehow you should be able to get to the bottom of it and confirm the same. I have to say this has left me with very little confidence in your casino. I have copied this whole complaint to an ask gamblers forum as I feel that other people wagering money on ur live games should be aware of what I have experienced. I will keep the thread updated as to when, and how you respond. Has anyone else ever experienced this on mr green or another casino? I've experienced it when you have to "confirm" your bets and I've neglected to do this, but this game did not have the option.

I'm honestly shocked and so upset right now. If anyone can help i would very much appreciate it. So, On Saturday, I deposited £100 into my InterCasino account. I don't normally use a bonus, but after a string of loses, thought it would stretch my money a bit further so I accepted. I got a bit lucky and was upto about £950 ( some bonus, some my money). I finished the night, woke up the next morning, and played some more. So I got up to about £5,500. Yes, I was betting high. But I always bet high. I unlocked the bonus at about £4900 and could have walked away with that. Greed got the better of me and I continued playing ( bonus unlocked now, free to withdraw any amount). I was losing and increasing the amount of my bets thinking that one of my numbers was due to come in. I was down to £1200, done a spin and black 15 came in that paid me £3k or so. I tidied up and decide to walk away with £4,000. I requested a withdrawal, put my account on take a break for 7 days so I couldn't go back, reverse withdraw and lose the lot ( like I have done on so many occasions) and assumed the money was as good as banked. How wrong. I have just received this email: Having reviewed your play activity with the £50 bonus received on the 30/07/2016, our anti-fraud department noticed a breach in the Terms&Conditions of this promotion. As per the General Promotion Terms&Conditions (https://www.intercasino.co.uk/general-promotion-terms-and-conditions ): o A pattern of betting using bonus money in which a significant proportion of single bets are more than £6.25 in slots or more than £25 in table games o A pattern of betting for cashback in which a significant proportion of single bets are more than £6.25 in slots or more than £25 in table games I am afraid that your logs indicate that higher bets were placed with this bonus. Therefore the winnings had to be removed, the withdrawal not approved and your £100 deposit credited back in your casino balance. I have copied below for your convenience the full Terms&Conditions: 3.14 Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interest of fair gaming, Dumarca has a zero tolerance policy on bonus abuse, irregular play and fraudulent activity. Dumarca reserves the right to block bonuses from any User who Dumarca deems to be abusing our promotions. If fraudulent activity or abuse is suspected, Dumarca reserves the right to remove bonuses and associated winnings from the account and any associated accounts. The determination of what constitutes irregular play and bonus abuse shall be at the sole discretion of InterCasino, but for clarity what will be considered evidence of bonus abuse shall include, but not be limited to, the following examples: o Using more than one account o Bonus stacking o Two tier betting o Multiple account strategy / proxy account strategy o Using a VPN or masking IP address o Affiliate CPA or revenue share abuse o A pattern of betting using bonus money in which a significant proportion of single bets are more than £6.25 in slots or more than £25 in table games o A pattern of betting for cashback in which a significant proportion of single bets are more than £6.25 in slots or more than £25 in table games Thank you for your understanding. I wasn't playing in order to clear the bonus. Had I of been playing to do that then as soon as it was unlocked, i would have walked away The fact is that after it unlocked, i still gambled a further £10k and I could have walked with the figure at about £6,000. I am devasted. Any help much appreciated.

Logging on to roulette live , seeing the last few numbers and realised had you logged on 20 Mins earlier , you would have been sitting very pretty! . Then still Playing and losing

I did complain and in fairness to them they always responded promptly to my emails saying they was sorry etc ... They kept saying the problem was with world pay site etc. Update....Money has all just Come through. 7 weeks 2 days after winning !

1. Mr green. 5 minute payouts to PayPal. Literally you request a withdrawl and I get an email within 5 mins saying it's been credited to my PayPal account. Can't knock that. 2. Unibet/Maria casino. They care. Responsible gambling tools including ones that allow u to remove reverse withdraw 3. William hill . They are the same as the rest but as such a big company , I trust their randomness a little More !! Avoid : 1. Anything to do with every matrix . Jet bull etc etc I could go on. I self excluded on a site 2years ago. I opened up an account on new site ( didn't know they was connected), deposited £200 , won £3500. Went to cash out, sent ID docs etc and thy kept the lot but sent me back my £200. No initial checks from them when I opened. I didn't realise it was a sister account.

I've read your post with intrigue. I play on unibet/Maria casino (same company) and I think they honestly do care about responsible gambling. They have processes in place. Eg. On Maria casino, I won a few grand off roulette I asked for take a break for 24hrs until my withdrawl was paid out so I couldn't reverse withdraw and lose the whole lot like I have done on many occasions. They went one better and said they would remove the reverse withdraw option for me. so now once I click withdraw , it's as good as in my bank. I play roulette and normally live. I don't think the games are rigged. And that's coming from someone who has lost a lot of money. For me it's about timing. Choosing to log on and play at the correct time. I don't play slots. I Must confess, I don't understand why players take the bonus offers. If u sit down to gamble, play with what you have knowing that once you reach a certain amount you can up and leave at any time. #just saying. Be lucky

Hi, I gamble a fair bit. I found a site called Casino Plex as it holds a GB Gaming license and thought it may be decent. After depositing £500 i was upto £2500 and requested a withdrawal. I put my account on take a break for 7 days so I wouldn't go back and lose the lot. I sent the company my ID docs etc within one day. Its now 7 weeks later and im still waiting for part of my cash to come through. They still owe me £500 having sent me only £2000 split into diffrent payments. Numerous emails to them and they always respond saying something about a problem with worldpay. Okay, but that problem does not take 7 weeks to sort. They are a small casino ( maximum bets £5 on live and £2 on some roultte numbers. Steer well clear. Mr Green on the otherhand. Wow. You win and withdrawl, literally 5 minutes later the money is in your paypal account. Really imressed.