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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

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

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 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
 
 
 
 

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
 
 
 
 

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.
 
 

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 !

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 !

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 !

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.