Mr green verification problems, not paying winnings and blocked account

[zoeanne1982]

Hello everyone, I'm hoping someone can give me some advice

I've been playing mr green fro around 2 months, all has been good, made a little withdrawal of 30 which was in my bank after 2 days. The problem started Monday 23rd May, I withdrew 420 The day after I had an email asking to send passport, proof of address and pics of debit card which I sent. I then got told it would take 48 hours to verify, I then got asked to resend as they were blurry so I sent them again again waited another 48 hours. All in all i had to semd docs 4 times!!! Then I got asked why passport was in different surname told them it's because I got married and it was a new passport for my honeymoon and as it's a 10 year one I haven't paid to change it, so I sent them my marriage certificate, again having to wait 48 hours which came up to yesterday. Nothing from them all day, yesterday evening I asked chat for the umpteenth time to be told it's still under investigation, all I'm being told is payments will contact me soon. I'm so upset by all this and just do not know what to do. I've deposited 500 since I opened the account. Any advice will be greatly appreciated thank you

 

[Harry_BKK]

Hi Zoe-Anne and welcome to CM

We had a similar case just recently here on CM, took very long to have the account verified.

You can contact their rep here directly by sending him a PM (private message), he will surely help you: https://sussexmskpartnershipeast.com/forums/members/38251/

Nothing is more frustrating then to wait for winnings. In the future i recommend that you get verified before making the first deposit to avoid these kind of situations.

 

[zoeanne1982]

Hi harry

Thank you I will contact the rep, and thanks for the sound advice

 

[Harry_BKK]

Thank you I will contact the rep, and thanks for the sound advice

Very welcome Zoe-Anne.

Let us know how it goes.

I did "the verification before deposit" from day one when registering with new casinos. Even told them in my email with the documents that i won't deposit before the verification is not confirmed. 18 newly registered accounts since Jan 2015 and firstly, my verification never took longer than a few hours (probably because they wanted me to deposit asap) and secondly, never had any issues with withdrawals, all promptly paid in less than 12 hours.

In fact, i just checked and Mr. Green paid my withdrawals in less than 30 minutes to my Neteller account.

 

[zoeanne1982]

Hi harry

I've not contacted the rep yet, I've just had an email from mr green asking why I'm in portugal, which I am as I work here for sometimes up to 2 or 3 months with my family building business, I've been asked this last month by their chat and explained the same, I've told them again why. And they are asking for another 48 hours to review it. What I find worrying harry is why is this only an issue now yet they have willingly taken deposits from my uk registered debit card through out this without this question being posed. Should I contact my bank do you think? I really feel they are trying every excuse now

 

[Harry_BKK]

I've not contacted the rep yet, I've just had an email from mr green asking why I'm in portugal, which I am as I work here for sometimes up to 2 or 3 months with my family building business, I've been asked this last month by their chat and explained the same, I've told them again why. And they are asking for another 48 hours to review it. What I find worrying harry is why is this only an issue now yet they have willingly taken deposits from my uk registered debit card through out this without this question being posed. Should I contact my bank do you think? I really feel they are trying every excuse now

Zoe-Anne .....firstly as this is the most important - DO NOT contact your bank. Charging back will open a can of worms.

Every casino has to do the KYC verification at some point. Some are asking for the docs after your first deposit, some after your first withdrawal, however, they all have to ask latest when your withdrawals exceed EUR/GBP/$ 2,300.

Your best option is still to contact the rep....Patryk is very helpful, but he might not work weekends.

 

[zoeanne1982]

Thanks Patrick ill contact the rep, this constant 48 hours business is getting beyond the joke now, I have over 20 emails over The past 10 days just back and forth. I understand the importance of the verification but just feel like I'm jumping through hoops for nothing

 

[DANB9191]

Doesn't sound like Mr Green at all This was a pretty good site when I was with them.. I'd re open my account but I just can't be bothered to ring them up to answer security questions. I never made a withdrawal over £100 though, was never stopped for ID. I hope you get your winnings !! Sounds like you have given them more than enough to process your withdrawal

 

[Harry_BKK]

Thanks Patrick ill contact the rep, this constant 48 hours business is getting beyond the joke now, I have over 20 emails over The past 10 days just back and forth. I understand the importance of the verification but just feel like I'm jumping through hoops for nothing

10 days is an awfully long time and certainly not the standard. Mr. Green is usually pretty quick but recently we have a few complaints that the verification took very long. If you enter "Mr. Green verification" in the search box on the top you will find quite a few threads.

It might be more complex because you are from the UK and are currently in Portugal.

 

[zoeanne1982]

My thoughts exactly danb mr green have been a brilliant site to play through and I must say their customer Service have been really helpful Even though they couldn't really do much, it just seems this is way too much of a time to have to go through this

 

[zoeanne1982]

Hi harry

Kyc is photo Id address and card they have had all this over a week ago also marriage certificate I'm on other casinos thar do not even require this much and I will reitterate they have taken deposits from a uk bank account via a portuguese login for over a month now with no questions asked. Yet after being given the royal run around for 10 days that question is now asked now harry you seem to be very Knowledgeable on this so could you please tell me why

 

[zoeanne1982]

Just rang them update

I have now just rung mr green and spoke to Daniel who confirmed the were informed of my portugal status on the 26th May he also said it is wrong that I'm being asked to wait another 48 hours just for an answer to a question.

 

[Harry_BKK]

Kyc is photo Id address and card they have had all this over a week ago also marriage certificate I'm on other casinos thar do not even require this much and I will reitterate they have taken deposits from a uk bank account via a portuguese login for over a month now with no questions asked. Yet after being given the royal run around for 10 days that question is now asked now harry you seem to be very Knowledgeable on this so could you please tell me why

A few simple but not so easy to know reasons:

1. Casinos do not check where the card is originating from when making a deposit. The transaction is only checked that you have enough credit and you entered the CVC code correctly.

2. A lot of casino fraud is coming from syndicates in the UK, be it stolen identities, fake/copied credit cards, money laundering etc. Hence, somebody sitting in Portugal, who has not been previously verified, and using a UK bank card probably sets off the alarms and they need to make 100% sure that you are the owner of the card.

Hope you get it sorted soon and can go back to enjoy you gaming

KYC is:

- photo ID / other forms of ID
- proof of deposit sources (CC's copies , Neteller screenshot)
- proof of address

 

[MrSilver]

Greeting Zoe


Just make sure you contact "Patryk" from Mr Green, he's the man!....you shouldn't have any problem, but Harry is Right, since you're from UK and now in Portugal... you must give notification or warning that you'll be traveling, same for your Bank or Credit Card, always let them know you're out of town.

they have taken deposits from a uk bank account via a portuguese login for over a month now with no questions asked.

Yes, you can spent money as much as you want, but then....if you request a big withdraw, the normal procedure is the Identification control of the individual and do a quick investigation. - Evidently, if you spent 500$ "this could be suspicious money" and you request a withdraw of the same amount 500$ and at the same time, you are away into another country, i'll be investigating you Personally as money laundering......sounds like you turn ghost money from UK into legit one, while being in Portugal....perhaps, that's the Problem.

....that's what most people doesn't understand and claim repeatedly that Casino take my money again and again! but once we cash out they do Verification in order to seize our winnings, which is Not true........people can easily deposit 10k and bet in a way to gain back quickly a clean 10k, it's rather common to do this, therefore why we need to apply Prompt verification and it has nothing to do with Casino trying to use "stalling tactic/verification or doesn't want to pay you" .....yet, obviously.....there is some sneaky Casino who do use these tactics, sadly....there are in the Rogue pit.


Overall, i do strongly recommend you or to anyone who wish to start gambling with a new Website....avoid hassle, have all your ID ready and sent them "Before" you make any deposit.....then, as soon it's all cleared....they shouldn't not be bothering you with verification regardless of any amount you deposit or withdraw.



Indeed, if you wish to play anonymously, find a new Casino, have a chat with the Customers Support first, therefore warm them before that you're playing for fun, that you do Not have any ID and if ever you have a BIG win, you will Not provide any Identification whatsoever....if they agree, you're good to deposit! Good Luck!

 

[zoeanne1982]

Thank you both, I did tell them, a month ago, ill be honest I've had enough now, have just been on the phone again to Daniel from cs he kept trying to trip me up saying I've told him 3 times o live in portugal, it's just far too upsetting now i live in England my full job is working for Westminster I've been spoken to and treated is way beyond kyc I'm all and willing to take this further as I am who I am and they know this they are all liars

 

[Harry_BKK]

Thank you both, I did tell them, a month ago, ill be honest I've had enough now, have just been on the phone again to Daniel from cs he kept trying to trip me up saying I've told him 3 times o live in portugal, it's just far too upsetting now i live in England my full job is working for Westminster I've been spoken to and treated is way beyond kyc I'm all and willing to take this further as I am who I am and they know this they are all liars

Your frustration is understandable but further rants won't solve the problem.

I have flagged this thread to Patryk and i am sure he will answer to soon he sees it.

 

[zoeanne1982]

Thank you harry that's really kind of you. I understand that rants dint get you anywhere but after all I've been through and I must say being very nice to all cs to be called a liar by Daniel over the phone is extremely upsetting, especially after the previous phone call he was agreeing with me

 

[zoeanne1982]

And ill say again I should not have to wait another 48 hours this is extreme stalling tactics now as I'm concerned, 2 weeks tomorrow is a joke

 

[Captain Chaos]

2. A lot of casino fraud is coming from syndicates in the UK, be it stolen identities, fake/copied credit cards, money laundering etc. Hence, somebody sitting in Portugal, who has not been previously verified, and using a UK bank card probably sets off the alarms and they need to make 100% sure that you are the owner of the card.

Hope you get it sorted soon and can go back to enjoy you gaming

KYC is:

- photo ID / other forms of ID
- proof of deposit sources (CC's copies , Neteller screenshot)
- proof of address

That might actually explain why it's taking unusually long sometimes for my accounts to be verified recently in the UK perhaps then? I've been experiencing some slow verification times at various places myself. It's not worried me though. I know my ID is all above board! Hopefully nothing to worry about for the OP either then.

 

[vinylweatherman]

A few simple but not so easy to know reasons:

1. Casinos do not check where the card is originating from when making a deposit. The transaction is only checked that you have enough credit and you entered the CVC code correctly.

2. A lot of casino fraud is coming from syndicates in the UK, be it stolen identities, fake/copied credit cards, money laundering etc. Hence, somebody sitting in Portugal, who has not been previously verified, and using a UK bank card probably sets off the alarms and they need to make 100% sure that you are the owner of the card.

Hope you get it sorted soon and can go back to enjoy you gaming

KYC is:

- photo ID / other forms of ID
- proof of deposit sources (CC's copies , Neteller screenshot)
- proof of address

Casinos should also realise the average player knows nothing of all this, and we have free movement of labour within the EU, so it's not unusual for a resident of one EU country to work in another for a prolonged period, even several years. We have quite a few people from the new EU countries of Eastern Europe living and working in the UK for years at a time, but they have not taken UK citizenship, and will still be citizens of their home countries, and their documentation will be from there.

Messing players around like this could result in some players becoming sure they have been scammed by an "offshore company", and since not all will have the benefit of advice from fora like this, they may well go to their banks in frustration at the runaroud, and this could increase the level of chargebacks that casinos suffer.

They may well not do thorough checks for each deposit, but they knew full well that this player had UK details and documentation, but logged in from Portugal. The time to start asking questions about the status of this was after the first deposit and session given that it's such a deal breaker for verification.

There is rarely anything about this pretty common situation in terms and conditions or FAQ guides, and often what IS there is a gentle encouragement for players NOT to let travel get in the way of their depositing and playing, with plenty of promotion of the tablet and phone options for when people are on the move and not at home with their PC.

Perhaps they SHOULD be emphasising that players should NOT play when their travel takes them outside of their home country, not even within the EU. At worst, they could implement an "I will be playing from" type of registration for cases where players are living and working outside of their home country, with their temporary address also being verified as well as their home address.

It is not good enough to accept significant "collateral damage" of innocent players as the price to pay for cost cutting policies in dealing with the fraud, especially when there is the attitude that once someone is suspected of fraud, anything they say or submit in terms of evidence to refute this claim is simply more lies. This is what appears to have happened here when the attitude of the support rep dealing with this suddenly changed.

 

[zoeanne1982]

Thanks for that weatherman, I've just had an email to say your winnings are on its way then another one saying they need me to close my account and open a new one under a uk operater, I have 77 euro left on the account. I'm totally confused by this now, not sure how to do this or what it even means, I'm just very glad to have my winnings paid, but this is all very confusing.

 

[Jasminebed]

Zoeanne, glad most of it has been sorted.

PM Patrick again to ask if you should request a withdrawal via email of the remaining 77, or if those funds will be transferred to a new account. For a number of reasons, some of which you probably understand better now, you raised a number of red flags.

And Mister Silver:

Indeed, if you wish to play anonymously, find a new Casino, have a chat with the Customers Support first, therefore warm them before that you're playing for fun, that you do Not have any ID and if ever you have a BIG win, you will Not provide any Identification whatsoever....if they agree, you're good to deposit! Good Luck!

I think that is TERRIBLE advice. Any casino that will agree to that never has any intention of paying you, they just want you to deposit.

Some are able to verify you "behind the scenes" so to speak, but that's pretty much if you are on public records, and even then you might be asked for verification for a big win.

Every reputable casino and its licencing requires KYC, not just to prevent fraud, but to prevent underage gambling and money laundering.

As for playing away from home... I suggest you ask before you play. Since I'm travelling this week, I've talked to a few casinos, rules vary from casino to Casino. One I can play, but not use my credit card to deposit. Another it was more ask after you are there. A third was good to go for Netherlands, but Belgium is IP banned.

Even at home, I tend to inform if I'm going to be at a hotel and using their wi-fi. You never know what casinos other guests may have played, especially hotels located at Casinos!

Pretty much anyone who has changed their name due to marriage or divorce needs to have the documentation to provide. That's true at home for banks and such too.

 

[Harry_BKK]

Zoeanne, glad most of it has been sorted.

PM Patrick again to ask if you should request a withdrawal via email of the remaining 77, or if those funds will be transferred to a new account. For a number of reasons, some of which you probably understand better now, you raised a number of red flags.

And Mister Silver:



I think that is TERRIBLE advice. Any casino that will agree to that never has any intention of paying you, they just want you to deposit.

Some are able to verify you "behind the scenes" so to speak, but that's pretty much if you are on public records, and even then you might be asked for verification for a big win.

Every reputable casino and its licencing requires KYC, not just to prevent fraud, but to prevent underage gambling and money laundering.

As for playing away from home... I suggest you ask before you play. Since I'm travelling this week, I've talked to a few casinos, rules vary from casino to Casino. One I can play, but not use my credit card to deposit. Another it was more ask after you are there. A third was good to go for Netherlands, but Belgium is IP banned.

Even at home, I tend to inform if I'm going to be at a hotel and using their wi-fi. You never know what casinos other guests may have played, especially hotels located at Casinos!

Pretty much anyone who has changed their name due to marriage or divorce needs to have the documentation to provide. That's true at home for banks and such too.

Jazzy, you have eagles eyes. I missed or rather misread that part from Mr. Silver's post because he was saying "that you will be playing for fun" as for that you won't need to register at all. FUN MODE is available at all casinos without it.

But yes, i fully agree, very bad advice.......without KYC you will not see any winnings above EUR/$/GBP 2,300 and certainly no large withdrawals.

What puzzles me though is the address issue. I am German and have lived in the past 20 years in the UK, France, Spain, Germany, Singapore and now Thailand and always registered with the address where i was at that time, was never an issue. And every time i moved I used the "old cards" from the country i was leaving for a few weeks after the move until i received the cards from the bank in the new country. Nobody ever questioned me about that.

I also used to travel pretty much every week, hence, logging in to my casino accounts from a different country all the time. Sometimes i would visit 3 or more countries in 1 week. I never told anyone at a casino about my travel plans and never had a problem to log in unless i was in a country which was completely IP banned, e.g. Thrills/Superlenny in Malaysia.

What i conclude from this is that casino operators seem to be on high alert about these things when a UK citizen is involved.

 

[Harry_BKK]

Thanks for that weatherman, I've just had an email to say your winnings are on its way then another one saying they need me to close my account and open a new one under a uk operater, I have 77 euro left on the account. I'm totally confused by this now, not sure how to do this or what it even means, I'm just very glad to have my winnings paid, but this is all very confusing.

Glad you got paid Zoe-Anne

Are you only temporarily in Portugal? Let's say for 2 months and then you will return to the UK?

Reason they are asking you is that with the UKGC regulation UK casinos have quite a different set of rules to adhere to, hence, they rather have you open a new account with their UK site.

 

[MrSilver]

I think that is TERRIBLE advice. Any casino that will agree to that never has any intention of paying you, they just want you to deposit.

Some are able to verify you "behind the scenes" so to speak, but that's pretty much if you are on public records, and even then you might be asked for verification for a big win.

Well, you must understand that i did spoke for the general population of the World.....Unlike Canada, which you are from as well Miss Jasmine...we are probably the Top country in the world with the Most ID that include a Photo.....compare to the rest of the world. (Canada has Free Health ID Card, Free bank Account, National ID, Easy passport with Amazing Picture and driving license)


There some country, or probably some peoples who read this as we speak....that doesn't even have a Proper ID with Picture on it, which is what most online Casino will require. - moreover, i've read that some people in UK had to go buy a Driving licences with Picture in order to get paid ....another examples, Philippines.....less than 10% of peoples have ID with Picture on it.



Overall, if you can't get any ID from where you are, you better avoid online Casino......But, if you still wish to register....be Honest and explain your situation first, some Casino may let you have your small winning without even asking your ID (atleast not with a Picture on it).....that's what i meant, However you've been warned.

I've just had an email to say your winnings are on its way!

Happy for you Zoe! atleast you've got part of your winning sent to you!
About the 2nd Account....Harry is right, simply open a new Account from the UK Site directly as well with your ID and address from UK.

 

[zoeanne1982]

Hi all

Lots of thanks for all your advice, yes I'm going back to the UK next Thursday, ill speak to them to open one up when I'm home, hopefully the 77 euro can be transferred to the new account. I will be coming back to portugal end of august for a month so will see if I can still play whilst I'm here, not sure about that.

 

[Harry_BKK]

Lots of thanks for all your advice, yes I'm going back to the UK next Thursday, ill speak to them to open one up when I'm home, hopefully the 77 euro can be transferred to the new account. I will be coming back to portugal end of august for a month so will see if I can still play whilst I'm here, not sure about that.

OK, now it is clear why you had some issues getting verified and that they asked you to open a new account. Your permanent address is in the UK.

The 77 Euro you probably will have to withdraw as your account in the UK will be in £.

Once you have your new account verified with all your UK details you can log in and play from any country you are travelling to unless Mr. Green is not available in that respective country.

Good luck with your future gaming

EDIT: some casinos like Videoslots you have to inform so they can activate the destination country for log-in, others don't need anything. Different at every operator.