Mr Green Suspends Me After I Deposit £15,000

[discoramia]

Hi everyone.

I wont make this post long as everywhere I try to post it its either not accepted or removed.

I used Mr Green for 2 years, club royale member and affiliate. I recently put £15k on for season sports bets. My account was blocked shortly after. I was asked to provide proof of funds. I gave them a property sale, hmrc tax documents, income sheets, paypal business reports. They said not enough we need more, i gave them what they asked and they asked for more... at this point i sensed something wasn't right. Eventually they said we have made a decision to suspend your account we will let you know in the future if anything changes.

I've waited 3 weeks for answers why, they spent 2 weeks asking for documents and taking a long time to reply and now i'm left in the dark, no access to my bets or anything.

I hope to hear some advice and help with my situation.

[cocopop3011]

So your account has been suspended but have you had the £15K returned? Or had you already spent it?

[discoramia]

3 minutes ago, cocopop3011 said:

So your account has been suspended but have you had the £15K returned? Or had you already spent it?

No... I have £15,000 in the sports book not returned and £790 balance on my account that is suspended. I thought I could trust this casino.

[discoramia]

I was already verified, i've deposited probably 50k+ in the past year (not including withdrawals) I sent in so much documentation, they kept asking for more and then suspended me without reason. I wouldn't mind if they said 'sorry you cant use our site but we will let you cash out or access your sports bets' NOTHING! and I lost money last weekend because I couldn't access my sports book I put my money on to use.

[discoramia]

Here are some screenshots / proof of bets. I have a total of £15k in the sports book and a £795 balance that they have seem to ignored. I do not trust Mr Green anymore sadly.

[discoramia]

I've had nothing but bad news from Mr Green since they blocked me. I'm waiting and waiting now on the reason 'why' but I just know it will be some nonsense again as they pull me on a string like they have done for 1 month like a puppet. If they want to suspend me no problem, but I want to get my £15,000 out of the sports book, that was hard deposits (not winnings) I made.

I've been patient enough in not exposing this casino but i think more should be a aware, mr green will try to scam you it seems (never thought id be saying that)

[pinnit2015]

They're notoriously bad for doing basic KYC, but 3 weeks takes the mick.

I don't think they're trying to scam you, just some very poor internal processes. 

I think it's ridiculous that they're still doing this at the deposit stage - you should raise a complaint and take it from there. They can't hold your cash to ransom whilst they ***** around with SOW. 

Unlike Casumo (who continue to allow you to deposit despite o/s SOW), at least they're blocking you from more deposits.

You'll get the money, just a case of when. 

[copyyy]

I gave up on them long time ago, first time I was about to go through KYC live support told me to upload the proof of my address, which I did just to receive answer 5min later that it has to be issued in last 3 months,I was not even told the first time I spoke to them, later on, I took bank statement and uploaded it nicely on which they stated that they do not accept that type of document because it was written in Serbian language and that I have to upload utility bill.

[discoramia]

3 hours ago, pinnit2015 said:

They're notoriously bad for doing basic KYC, but 3 weeks takes the mick.

I don't think they're trying to scam you, just some very poor internal processes. 

I think it's ridiculous that they're still doing this at the deposit stage - you should raise a complaint and take it from there. They can't Hold your cash to ransom whilst they ***** around with SOW. 

Unlike Casumo (who continue to allow you to deposit despite o/s SOW), at least they're blocking you from more deposits.

You'll get the money, just a case of when. 

Thanks for the heads up man! Its been very poorly handled. I waited 1 week of giving them 10+ KYC documents and woke up one day to 'youre suspended'. I was in shock like how, what, why. My funds do feel on ransom and it sucks. Had a lot of trust for the casino I guess, too much. Most of my bets can be cashed out now but I didnt plan on touching it until next year, long term sports bets. I wouldn't give a toss if I had like £1k in there but its a fair sum to forget about.

I'll update this when they get back to me. I'm told we know nothing until the department has reached out to us. As i've had terrible news for weeks i'm just expecting more bullshit.

[pinnit2015]

2 hours ago, discoramia said:

Thanks for the heads up man! Its been very poorly handled. I waited 1 week of giving them 10+ KYC documents and woke up one day to 'youre suspended'. I was in shock like how, what, why. My funds do feel on ransom and it sucks. Had a lot of trust for the casino I guess, too much. Most of my bets can be cashed out now but I didnt plan on touching it until next year, long term sports bets. I wouldn't give a toss if I had like £1k in there but its a fair sum to forget about.

I'll update this when they get back to me. I'm told we know nothing until the department has reached out to us. As i've had terrible news for weeks i'm just expecting more bullshit.

Extract from the UKGC, if it can't be completed

operator must proceed in line with regulation 31(1)(c) and terminate the existing business relationship with the customer • if funds are to be repaid, then the amount repaid should consist of all funds owed to the customer at the point that the threshold was reached, plus all deposits made at that point and thereafter

So, you could refuse to supply anything and see the depo's returned - they can't just decided 'Oh, we're keeping this'

Sure it won't come to that mind you. 

[pinnit2015]

Plus, if they did decide to not send the cash back then the solution's simple; report them

There is no valid reason, for an operator of their size, to take that amount of time to do this - people have had affordability checks, mortgage acceptances and credit checks for 20 times that done in 1/3 of the time!

[discoramia]

On 10/10/2019 at 5:32 AM, pinnit2015 said:

Extract from the UKGC, if it can't be completed

operator must proceed in line with regulation 31(1)(c) and terminate the existing business relationship with the customer • if funds are to be repaid, then the amount repaid should consist of all funds owed to the customer at the point that the threshold was reached, plus all deposits made at that point and thereafter

So, you could refuse to supply anything and see the depo's returned - they can't just decided 'Oh, we're keeping this'

Sure it won't come to that mind you. 

Update! got an email to confirm Mr Green is keeping my £15,000 of sports bets locked inside their sports book which I have no access to until next year.

The only reason I placed larger bets was because I was under the assumption the cash out feature was available whenever I wish to use it.

Now a £2,000 bet that was readily available to be cashed out in any given scenario may be left to dwindle all the way down to 0. I'd of never placed some of the bets had I known I would be suspended for nothing and such services expected of a sports book would be restricted.

They have said they will refund my £795 balance that I am pleased about however this still needs to be resolved.

[Flatzem]

totally unacceptable

[pinnit2015]

Ah, I thought it meant you’d 15k just sitting in the balance...

Anyhow... that’s ridiculous. Deemed not good enough to have access to your account but fine to still take the money? 

Have they said exactly what documents they want? 

[pinnit2015]

Their own terms and conditions state:

We may restrict your access to Mr Green, suspend or terminate your account, withdraw your offers for bets, void any bets outstanding to your account, cancel any unmatched bets or cancel and void any outstanding or matched bets in our absolute discretion if:

you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services;

Reading that to me seems like, if you don't supply x,y,x (which is kinda what has happened as it's not what they need seemingly), they should void the bets (meaning you get back the 15k)

Ask them why they're not being voided. 

[pinnit2015]

I'd be definitely lodging a complaint on that one on the grounds they aren't even following their own terms 

[pinnit2015]

Maybe they don't like the name Paul as I got an email today from the Group saying the reason I wasn't getting any of my VIP offers was that i was kicked out of the club....

Not that I have an axe to grind 

[discoramia]

9 minutes ago, pinnit2015 said:

Ah, I thought it meant you’d 15k just sitting in the balance...

Anyhow... that’s ridiculous. Deemed not good enough to have access to your account but fine to still take the money? 

Have they said exactly what documents they want? 

At first they said 'provide source of funds' so i googled it and provided 5 documents that were on a list thinking that will do it. That wasn't enough. They requested full tax hmrc document, still not enough then asked for 12 months pp account sales (which is unrelated to any deposits tbh), proof of ownership and bank statement then suspended me without reason. I was shocked, still am a bit lol.

[discoramia]

34 minutes ago, pinnit2015 said:

Their own terms and conditions state:

We may restrict your access to Mr Green, suspend or terminate your account, withdraw your offers for bets, void any bets outstanding to your account, cancel any unmatched bets or cancel and void any outstanding or matched bets in our absolute discretion if:

you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services;

Reading that to me seems like, if you don't supply x,y,x (which is kinda what has happened as it's not what they need seemingly), they should void the bets (meaning you get back the 15k)

Ask them why they're not being voided. 

good point! did just email back about these terms... i provided what they needed they cant provide the service! i'd much rather cash out now than wait until next year to hear hey paul we see your last login was 1 year ago we need to verify some things and we can only cash out x per month maxium lol more terms!

[pinnit2015]

19 hours ago, discoramia said:

good point! did just email back about these terms... i provided what they needed they cant provide the service! i'd much rather cash out now than wait until next year to hear hey paul we see your last login was 1 year ago we need to verify some things and we can only cash out x per month maxium lol more terms!

It's very odd....

They're normally a pretty good operator, apart from the 7 day KYC i had with them - was painful. 

[ValDes]

For those who are interested following the case, link is below. 

Mr Green Casino - Keeps £15,000 hostage, a month afterwards still no answers why

[discoramia]

I'm really not happy about this. Mr Green is forcing my bets upon me and not letting me use the 'cash out' option on any of my bets that are stuck in my blocked account. I have several £1,000 bets that total £15,00 that are now forced to either win or 0. Something which I never agreed upon placing the bet. It highlighted to me 'cash out available' which is why I placed larger bets, if they e-mailed me and said Paul we will suspend you after asking for documents for 2 weeks from you and give you no reason then I would of used elsewhere. Really unhappy I also have to wait until next year to see any of my money back when I do not like this website anymore with how they've handled this.

Totally unacceptable.

Paul

[pinnit2015]

I don’t want to jeopardise your complaint by posting on here but curious as to;

The tone of their replies appears to suggest that the accounts closed, full stop. Is there ANY scope to reopen because I thought it was just closed pending SOW? Ergo, one magical document could reopen it?

Because the tone suggests that they’ve decided to terminate the business relationship, but how can you do that and keep the open bets in play? Even if the OPs documents caused them concern or they’d doubts to his sources (AML), they wouldn’t be saying ‘if you win, we will pay you’ ?

No need to reply OP, just thinking off the top of my head

[cocopop3011]

I've just managed to read through your complaint. Let's hope the escalation team can come to a more satisfactory resolution, Interesting one to say the least.

[discoramia]

We should be 1 step away now from the final response, been thrown around departments quite a lot but the end is finally near! lol