Mr. Green Casino - Player’s remaining balance has not been refunded.

They closed my account because I deposited and lost a lot of money in a short space of time, not only with them but on their sister site William Hill prior. Despite what I lost on their sister site prior they still let me make an account and only limited, closed my account after losing more thousands.

I had a chat with their responsible gambling team on the phone around a month ago and admitted I clearly have an issue so agreed to self exclude, I won't be using them or the account anymore. However, there was £405 remaining on my account they said their payment team would email me and refund the balance shortly.

It has been weeks,` almost a month since no refund of my balance or email from their payments team. I keep talking to their live chat for an update and all I hear is the same thing "we've escalated it to our payments team, please wait for their email". I am getting nowhere and they keep messing me about, today they said their systems were down... I just want to get my balance and be done with this company and move on for good but they won't let me.

The amount of stress this is causing me is just unreal. It's like they don't want me to leave and want to keep me on a string by holding onto the remaining balance.

Dear kakashimuffin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been successfully verified in the past? Is it closed already? Was your active balance, at the time of account closure, deposited funds only or accumulated winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Yes it has been verified. They closed it weeks back I can't login. My active balance was deposited funds only. Thank you for the swift reply.

I spoke to live chat again just now this time they've told me it hasn't even been looked at by their payments team despite telling me previously it has been several times. I asked for their email or even a general email for Mr Green so I can contact them direct they said they have none, I asked for a contact number they said they have none but they have called previously so that's a lie. I am stuck in limbo so would appreciate any help getting this resolved.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru at your earliest convenience?

Dear kakashimuffin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. What do you need?

I have logs from the live chat I have saved but it contains my personal information.

FYI an update on the whole situation. I finally recieved an email from them after a month, they requested a recent bank statement with shows my IBAN, BIC as well as ID. I submitted it all to their live chat as you can't reply to their email, it bounces back.

The live chat confirmed all the necessary documentation has been provided, approved and to wait for another email from their payments team for an update on payment processing. That was last week, I find myself now in the same position as the start chasing them again and seems like I will be waiting another month for an update on my refund.

Another week gone, nothing from them just going round and round in circles. I have saved the chat logs. I have forwarded you their last email.

Thank you very much, kakashimuffin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you kakashimuffin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr. Green Casino for their help in resolving this complaint. We would like to know why is this refund taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you. You've responded faster and assisted more than they ever have. They have no excuses, I have provided all the necessary information several times over to them, been beyond patient and they are still messing me around.

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter