Mr Green Suspends Me After I Deposit £15,000

[discoramia]

Oh here we go... another poor response.

T&C's A3.2 has nothing to do with my issue. In fact, there is no error in my bet. I'm happy for them to stand.

B1.3 The 'Cash Out' function allows the Account Holder the possibility to redeem a bet, which status has not been settled yet, at its current value. 

^^^^ The terms state I should be able to redeem a bet that has not been settled. I can't due to them blocking me and then suspending me after giving required documentation.

Cash Out requests might be subject to the same delay procedure as listed in “Section A, Para 4.5”. Should it happen that during this delay, for whatever reason, either the offer is removed or odds fluctuate, the Cash Out request will not be accepted and the Account Holder will be notified with an on-screen message. 

^^^^ This is regards to an in play bet, a goal is about to be scored... nothing to do with bets that end in 2020

Mr Green reserves the right to offer such functionality solely at its own discretion and does not acknowledge or accept any liability whatsoever if the Cash Out functionality is not available. 

^^^^ So out of the approximate 30 bets I placed and 15 with cash out available you are just wiping them all from me? so the fact I have 2 goalscorers to be top when theres only 1 possibility you are just forcing it onto me?

I only placed these yearly bets to monitor and potentially cash out over the year whenever A. I needed the money from or B. I felt it was the right time to. But they chose to block my account and then suspend me after giving all they asked. Seems like foul play.

I don't trust this casino anymore to wait until 2020 to assume my whole balance win/lose will be paid out. I need to be seeing my bets available, cash outs available and know where i'm at. If that can't be done then i'm not happy as I initially did not see it panning out like this.

[pinnit2015]

To be honest, I get the cash out term: I personally, not a dig, would not place a bet based on the cash out function being available for X amount of time (I've seen some places pull the function 15 minutes into a game) - too much uncertainty for my liking. But the fact it's, presumably, still available makes that kinda moot.

Nice to see they've addressed the void bit of their own t's and c's in their response and cherry picked another section - it's not the case though? Should they not receive x,y,z, a/c's closed and bets voided - that's from their own terms, which Martin (bless his soul), hasn't even acknowledged exists. 

What EXACTLY, are then needing to unblock?

[pinnit2015]

Reading it again though it appears to be that they were still performing a/c checks? Or have they been rejected? 

I just got my mortgage offer back the other day and for a value obviously far in excess of that, it was done it 2 days but Mr Green need weeks to review payslips and a tax return? 

[discoramia]

39 minutes ago, pinnit2015 said:

To be honest, I get the cash out term: I personally, not a dig, would not place a bet based on the cash out function being available for X amount of time (I've seen some places pull the function 15 minutes into a game) - too much uncertainty for my liking. But the fact it's, presumably, still available makes that kinda moot.

Nice to see they've addressed the void bit of their own t's and c's in their response and cherry picked another section - it's not the case though? Should they not receive x,y,z, a/c's closed and bets voided - that's from their own terms, which Martin (bless his soul), hasn't even acknowledged exists. 

What EXACTLY, are then needing to unblock?

None of my ID or SOF were rejected, they were accepted and they decided to suspend me following providing it, I still don't know why and when I ask they just say your account has been suspended and cannot be re-opened lol.

Anyway, think I may just have to accept the fate of the bets the way its looking.

 

[pinnit2015]

Extremely odd if that was the case: the only cases i can imagine a casino doing that would be if they had concerns (either from AML/RG) but they wouldn't be allowing the a/c to still continue. 

Odd....Either that or they've decided to invoke the arbitrary term of 'we may at our discretion' - that old chestnut. 

[pinnit2015]

Unrelated but possibly related...

18 months ago i had a SOW from Leo Vegas. I gave them what i thought they should get to complete their checks. They came back. Asked for more. I said no, quoted some AML stuff at them. They came back and re-opened the account saying that's fine (which i thought was odd).

3 weeks later i played at another of their sites and got hit with the 'you're banned because of self-exclusion'. There was no SE...(complaint lodged - dealt with poorly IMO (not here)

Not saying the two were connected but the timing of the SOW and the fictitious SE do seem quite fortunate. I ended up getting a response saying 'we can terminate the r'ship anytime' - but, hold on, you said it was SE? Which one is it? (why they would do it this was is baffling)

I'd hazard a guess they saw something i supplied them with that they didn't like.

Never did find out where the lie of the SE came from but the fact they changed their tune to 'we simply don't want you playing here' was peculiar 

[discoramia]

I've been waiting nearly 2 months and in no better situation than when I first started lol.... Mr Green blocked me to hold me to £15,000 worth of sports bets, they dont want to give me any access to my account or control - id of never bet this big had they offered no cash out, id of just chucked it on a bet ending tomorrow otherwise, not 1 year.

Where do I turn to now? would love some help. Honestly don't want to wait 1 year to start chasing my money back asking is it in the account yet.

[pinnit2015]

1 hour ago, discoramia said:

I've been waiting nearly 2 months and in no better situation than when I first started lol.... Mr Green blocked me to Hold me to £15,000 worth of sports bets, they dont want to give me any access to my account or control - id of never bet this big had they offered no cash out, id of just chucked it on a bet ending tomorrow otherwise, not 1 year.

Where do I turn to now? would love some help. Honestly don't want to wait 1 year to start chasing my money back asking is it in the account yet.

Presumably Ecogra/IBAS... what’s the status on the complaint here? Looks like they’re not for budging. Can you ask them why exactly the account was closed/suspended? 

[catapultaudio]

Can this even be legal?? Surely the UK Gambling Commission was invented to prevent this kind of madness? £15,000 isn't some insignificant amount of  money, I can understand them needing to know where it came from... it's a lot to be depositing for sure, but it's even more to throw away! If they think you can't afford to be betting it how on earth can you afford to just "lend" it to them until next year?

I  have to guess that they are being legally forced to hang on to the money, as opposed to illegally choosing to - anybody have a more informed point of view?

[ValDes]

Nothing much to be added I'm afraid. Obviously Mr Green are not interested in solving the matter nor providing solid info and proofs as to why they chose to act this way, so no other option left but to close the case and encourage player to seek further assistance from the appointed ADR and/or regulatory body directly. 

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

[catapultaudio]

I mean wow.. just wow. If this has been dragging on this long, and looking at the back and forth in that thread you just posted ValDes, I'm inclined to think this isn't just another case of the player keeping something from the online community. I always thought Mr Green was one of the most trustworthy brands around as well.

This makes me feel real nervous, I've never had more than about £3k in an online casino account I don't think off the top of my head... for £15k I would definitely be going small claims court ASAP.

[pinnit2015]

One reason, and not saying this is the case, is that they’ve submitted a suspicious activity report to the NCA for example. Under that, they can’t be seen to be tipping off and could possibly be a reason for why they’re acting like that. I doubt it but it does happen. 

[pinnit2015]

There's definitely been a sea change across the brand - from other sources it seems the Group aren't that willing to discuss issues anymore...seen the term GDPR banded around.

Tis odd for sure...most i've taken out of there was 5k and it was paid within seconds so not sure why the 15k has raised the alarm bells for them, or given they're now part of Will Hill Group, why it's such a large amount to cause ripples?

Hopefully the OP will get sorted - taking them at their word, and presuming their not a money launderer, the only thing they've possibly got wrong is running with the presumption that the cash out facility will always be available. 

[discoramia]

They are offering to put together a contract for me to ensure I get my winnings next year. Surprisingly some are really on track, it could be a £20k+ cash out but I really cant have faith in them following through on this. I have a bad feeling just like I did when they first blocked me without reason that something will come up at the time to hold onto my money.

I dont trust Mr Green, I am still persistent on another answer even though they say this is a 'final decision' I dont feel its fair. They want to hold me to the bets but not give me access to my account, not let me cash out anything now. I suggested access with no deposits and no use of the website besides monitoring current bets.

Been going around in circles for weeks lol, its their way or no way.

[Fiekie247]

I still want to know, why cant they give you specifics as to why the account is being blocked?

[pinnit2015]

What? A contract being put in place to guarantee?

Just getting more bizarre! 
 

Sod that, I’d be just looking for the cash back; opportunity costs and all that

[discoramia]

Heres the final response from Mr Green. I highly recommend that you do not make larger deposits or high roll at this casino. Sadly after some losses, I made a rash £15,000 deposit on a variety of sports bets which I made sure could be cashed out at any time then they interrogated me, blocked me and suspended me.

They got me good, don't let them get you the same way.

[Flatzem]

1 hour ago, discoramia said:

Heres the final response from Mr Green. I highly recommend that you do not make larger deposits or high roll at this casino. Sadly after some losses, I made a rash £15,000 deposit on a variety of sports bets which I made sure could be cashed out at any time then they interrogated me, blocked me and suspended me. 

They got me good, don't Let them get you the same way.

Were you able to deposit £15K in one day? How much time did you spend on thinking/evaluating/considering on the sports bets before placing the bets? But at least you didn't make a rash deposit and lose it on slots. That screenshot of that 5k deposit looks like something the Bandit was doing during his Reel King adventure.

[pinnit2015]

I’m still not clear why they closed the account, even if it is closed permanently  and can it be reopened if not

Odd case.

[Flatzem]

46 minutes ago, pinnit2015 said:

I’m still not clear why they closed the account, even if it is closed permanently  and can it be reopened if not 

Odd case.

Maybe they felt uncomfortable with someone depositing a large amount and quickly placing all the big bets , kind of like card counting is legal but casinos will ban card counters/tell them to back off and not book any more action.

[pinnit2015]

7 hours ago, Flatzem said:

Maybe they felt uncomfortable with someone depositing a large amount and quickly placing all the big bets , kind of like card counting is legal but casinos will ban card counters/tell them to back off and not book any more action.

possibly, but whilst 15ks a good chuck of change, especially with sports betting, am sure they've seen larger lays....They've not been clear in their emails at all (from what the OP has posted) as to their thinking, which makes me think there's something else chugging away in the background. 

[discoramia]

I filed a case to ECOGRA and I hope they can assist me because Mr Green seems to want to throw me under a truck. Its gone past being sad behavior at this point.

[Crazy Willy]

I'm sorry to hear that, Discoramia. Mr. Green has strict rules, I have not fully obeyed the rules, and I have been removed from the casino. Read T&C carefully, people ...

 

 

 

 

 

[pinnit2015]

Why, what t's and c's have they broken?

[discoramia]

17 hours ago, Crazy Willy said:

I'm sorry to hear that, Discoramia. Mr. Green has strict rules, I have not fully obeyed the rules, and I have been removed from the casino. Read T&C carefully, people ...

 

 

 

 

 

I haven't broken any T&C. When they blocked me I called up and they said 'Don't worry you just need to provide source of funds'. 10 documents later they suspended me?

Its funny, weeks before I had a £5,000 balance and they blocked me again, that time it was for more verification and ID. I thought after that i'd be ok.

If i'd of broken T&C i'd assume i'd be refunded in full and bets would be void. Not the case here.