Mr. Green Casino - Player’s attempt to self-exclude permanently from the casino has been overlooked.

Hi I would like to make a complaint about this casino and see if you can help me retrieve my funds please for the amount of 700 euro. I Have included as much information as possible please let me know if you need anything else. Back in 2017 I requested for my account to be permantley closed as I was having gambling issues - this was confirmed by the casino. I then recently reached out to them to ask then when my account had been closed and they told me that my account was reopened on the 14/8/2021 I have no idea why this was done - I never requested it at all and this should never have happened. I then went on to deposit over 700 euro - as a gambler this was like a wide door being opened up to me which never should have happened. I then reached out and asked for help and they told me that they was unable to help me and that my account was re opened after a year? When I asked them why this happened they told me my self exclusion had lapsed on the 14/8/2021 and that my account was re opened simply from logging in. They also said that I had re opened my account with William Hill - which is also untrue and I can get proof of this also. When I told them that this goes against their terms they again was unable to help me There terms and conditions and shown in the attachment states that if a customer wants to end a self exclusion they need to first contact customer support to ask for this to happen. (It is point 8.9.2 - also stats there would have been a 7 day waiting period) I NEVER contacted them to get my account re opened at all - ever! Please can you help me with this - this should never have been allowed to happen - I done everything correctly on my side.

I can provide all screenshots and information if needed.

Thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found

https://www.mrgreen.com/en/terms-and-conditions:

"8.6 Self-Exclusion; The Gaming Operator wants all our players to enjoy a fun and safe environment to play in. We do however recognise that gambling can be harmful for some. If you feel that the tools are not working for you and you wish to stop playing for a set time, we offer a Self-Exclusion option

8.6.1 A customer can self-exclude by using the self-service self-exclusion functionality via the website or by contacting customer service

8.6.2 A number of different time periods can be selected when choosing to Self-Exclude. During the time of self-exclusion, the customer will not be able to access the account. A request of Self-Exclusion cannot be revoked by the Gaming Operator or the Customer

8.6.3 A customer can request to extend the self-exclusion period by contacting customer service"

Is this mrgreen-uk.custhelp.com/app the link that you have used to contact the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

the email has been sent to you 🙂

Thank you very much, babsbh, for the forwarded communication. Do I understand correctly that you have applied the self-exclusion for one year inside your account without contacting customer support? Could you please forward the transcript of the live chat conversation which took place after one year has elapsed?

Looking forward to hearing from you.

Dear babsbh,

From the forwarded communication (see below) I understood that when you returned in 2021 you've been informed about the automatic reopening and this is something that you confirmed within the chat. Do you agree with that statement?

I understand, babsbh. I have checked again the terms and conditions, and this is what I found https://www.mrgreen.com/en/terms-and-conditions:

"8.8 Self-Exclusion for Non-UK Player

8.8.1 We have the following effective periods available for self-exclusion

• Six Months

• One Year

• Three years

• Five years

• Indefinite Period

8.8.2 When requesting Self-Exclusion using the tools provided in the Responsible Gaming Section, is only specific to the brand where you request the Self-Exclusion. You will not be automatically excluded from other Brands within the MRG Group or William Hill. It is your responsibility to communicate or self-exclude any additional open player accounts with the MRG Group or William Hill.

8.9 Returning from Self-Exclusion, once your Self-Exclusion period has expired, you may decide to return to The Gaming Operator. Your player account will not be automatically re-opened at the end of the defined period; however, you can contact customer service to request your account to be re-opened.

8.9.1 If you have Self-Excluded for a definite period of time, a cooling off period of 24 hours must elapse before the Player Account can be reopened. The cooling off period of 24 hours starts upon your request to return from self-exclusion is made to Customer Service. You are required to confirm that you wish to have the account reopened after the 24 hours have elapsed by contacting customer service."

I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi this is great, I appreciate your help - thanks - ill await for Jozef to contact me - thanks again 🙂

Hello babshb.

 I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you

Hi

is there any update on this?

I can see the timer has run out ?

thanks

Hi

is there any update on this at all?

Dear Barbara.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.