EDITED: "Technical issues" with Mr Green live gaming.. SOLVED

[fb_10155830304200716]

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.

[Leah.Griffin]

Good Afternoon. Ian.S.

 

I hope my message finds you well!

 

I am very sorry to read that you have experienced an issue this morning on our Live Roulette tables whilst playing on Mr.Green. We of course would like to carry out a full investigation for you on your behalf with our game provider.

 

Please can you kindly re-send this information over in an email to [email protected]. When you email us can you email from your registered email address, this if for security reasons and this is so we can locate your players account for you. Once we have located your account we will gather all information and try our utmost to resolve this issue for you as soon as possible. I look forward to hearing back from you, Ian, and please rest assure we will help you with this.

 

Thank you.

[cocopop3011]

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.

 

Ian I'm afraid I don't play live games so I haven't had a similiar experience however, you're certainly not the first person to raise a problem like this where bets haven't been confirmed.

 

I'm afraid I can't offer any personal experience but I'm interested to hear what the casino say, maybe you can let us know when you receive a reply? Hopefully some of our other members will be able to offer some advice too.

[cocopop3011]

Good Afternoon. Ian.S.

 

I hope my message finds you well!

 

I am very sorry to read that you have experienced an issue this morning on our Live Roulette tables whilst playing on Mr.Green. We of course would like to carry out a full investigation for you on your behalf with our game provider.

 

Please can you kindly re-send this information over in an email to [email protected]. When you email us can you email from your registered email address, this if for security reasons and this is so we can locate your players account for you. Once we have located your account we will gather all information and try our utmost to resolve this issue for you as soon as possible. I look forward to hearing back from you, Ian, and please rest assure we will help you with this.

 

Thank you.

 

Thanks so much for stepping in Leah.

[fb_10155830304200716]

Yes I will do Coco.

 

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

[hajnrih]

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.

Even though your situation does sound odd at the least, I can guarantee that there's no fishy business at Mr.Green casino and on my list they're nu.1 in the entire industry. This comes from a long year experience as a faithful depositing (and Withdrawal ) player. 

[Afi4wins]

Even though your situation does sound odd at the least, I can guarantee that there's no fishy business at Mr.Green casino and on my list they're nu.1 in the entire industry. This comes from a long year experience as a faithful depositing (and Withdrawal ) player. 

 

Yeah, I have no doubts about what Hajnrih has said there...

and I think it's about time that black background of Hajnrih's avatar be turned into a green background instead?

Or maybe a Green Hajnrih on a black background? 

[fb_10155830304200716]

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.

[cocopop3011]

Even though your situation does sound odd at the least, I can guarantee that there's no fishy business at Mr.Green casino and on my list they're nu.1 in the entire industry. This comes from a long year experience as a faithful depositing (and Withdrawal ) player. 

 

 

Yeah, I have no doubts about what Hajnrih has said there...

and I think it's about time that black background of Hajnrih's avatar be turned into a green background instead?

Or maybe a Green Hajnrih on a black background? 

 

Yep I also agree that Mr Green are at the top of their game, I'm still interested to know what they say, there will no doubt be an explanation.

[fb_10155830304200716]

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.

[fb_10155830304200716]

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 04^th 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.

 

 

[cocopop3011]

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 04^th 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.

 

Fantastic news, and great support from Mr Green!!

 

Make sure you reply Ian so they can credit you the money and thanks for letting us know the outcome!