mrgreen needing bank account details while i didnt use it as payment ever

[fvdam27]

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.

[ValDes]

Hey there, 

Well, won't be surprised if they are going through a massive operational shock right now. After all, we don't witness such harsh fines every day... 

https://www.gamblingcommission.gov.uk/news-action-and-statistics/news/2020/Mr-Green-to-pay-3m-for-regulatory-failures.aspx

My advice - stay cool and patient, don't lose temper and try to cooperate as much as possible. 

[fvdam27]

thx for your reply

Yeah ive read that article as well, so I figured thats why they are giving me a hard time. 

The matter has finally been resolved but in the end i had to come up with the solution. I insisted on sending screenshot of my verified accounts of both paysafecard and neteller instead of a bank statement. And they finally accepted this and ive managed to successfully withdrawal my winnings.

But they did not present this as option. the customer service would just tell me a bank statement is needed and when i asked why they said for security reasons or they told me they just didnt know either. Money laundry check for someone who deposits 20 euro a month is ridiculous and i told them that holding my winnings for my security was also ridiculous. If they cared about my security they would do security checks on deposits. Because either if i had a gambling problem or one of my payment sources got hacked that would be security issues for me

I dont think it was all bad intentions from mrgreen or deliberate money holding/delaying. But i do feel like their customer support could be a bit better. Not that they were unfriendly but they didnt seem to know enough about the process. A lot of there issues could have been avoided if they were better informed themselves.

It took me like 4 times of long discussions to get them to accept my netteller/paysafecard information instead of a bank statement, im glad they finally did listen though.

The withdrawal went instantly from then on so no complaints there. in fact i never did face any problems with mrgreen to begin with.

So anyway its been resolved and indeed it took a whole lot of staying cool and patient and one of the benefits of using a live chat is u can at least look cool and patient while totally loosing your temper

[cocopop3011]

5 hours ago, fvdam27 said:

thx for your reply

Yeah ive read that article as well, so I figured thats why they are giving me a hard time. 

The matter has finally been resolved but in the end i had to come up with the solution. I insisted on sending screenshot of my verified accounts of both paysafecard and neteller instead of a bank statement. And they finally accepted this and ive managed to successfully withdrawal my winnings.

But they did not present this as option. the customer service would just tell me a bank statement is needed and when i asked why they said for security reasons or they told me they just didnt know either. Money laundry check for someone who deposits 20 euro a month is ridiculous and i told them that holding my winnings for my security was also ridiculous. If they cared about my security they would do security checks on deposits. Because either if i had a gambling problem or one of my payment sources got hacked that would be security issues for me

I dont think it was all bad intentions from Mr Green or deliberate money holding/delaying. But i do feel like their customer support could be a bit better. Not that they were unfriendly but they didnt seem to know enough about the process. A lot of there issues could have been avoided if they were better informed themselves.

It took me like 4 times of long discussions to get them to accept my netteller/paysafecard information instead of a bank statement, im glad they finally did listen though.

The withdrawal went instantly from then on so no complaints there. in fact i never did face any problems with mrgreen to begin with.

So anyway its been resolved and indeed it took a whole lot of staying cool and patient and one of the benefits of using a live chat is u can at least look cool and patient while totally loosing your temper

What is that saying again? Patience is a virtue, right?

Glad you got your withdrawal and thanks for keeping us posted.

[ValDes]

Happy that you got the issue resolved eventually.