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Mr Green - Withdrawal blocked

Ruling

Found for the Player - Mr Green has informed us that they will not cooperate with this service to manage player complaints.

Read our Mr Green Casino Review.

Player's Complaint

I had a mr green account for several months and had no issues. Withdrew once or twice previously but on this occasion I was asked for ID documents which I sent. Initially I had an email to say my account was verified but my withdrawal was not paid and my account subsequently blocked. I was asked to send the same id photos again, selfies pictures of driving licence etc. Each time I sent them I was told to send again "on different background" which I complied with only to met with the same response.

When I pointed out on live chat that it breached UKGC regulation to withold my deposit pending id verification they became rude and unhelpful.

It is impossible to verify my account and withdraw my money.

Official complaint email had no response after 9 weeks.

Read the casino review

4 Responses

User icon
thepogg
November 1, 2021

Hi pcw219 - welcome to ThePOGG.com!

I'm afraid you are under a misconception on this part. While the UKGC do require operators to conduct basic verification checks pre-play, they are still required to comply with standard anti-fraud/money laundering/funding of terrorism laws, which may require them to conduct further checks at point of withdrawal.

Have you submitted your complaint to the operator's ADR?

Thanks,

ThePOGG

User icon
pcw219
November 1, 2021

Thank you for you're reply

I was looking at thr GC website for advice and found this:

"A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation."

Im being asked to verify my identity rather than any money laundering or other checks.

I couldn't find much information on their website regarding an adr but from research it seems it may be ecogra. I attempted to fill out a complaint form on there but had some difficulty and the website shows an error when I submit it. So I thought I would try here instead.

User icon
thepogg
November 7, 2021

Hi pcw219,

The definition of fraud is "wrongful or criminal deception intended to result in financial or personal gain." If you were to try and deceive the operator regarding your identity that would fall under the definition of fraud. As such, identity checks can and do fall under anti-money laundering/fraud prevention policies.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
November 13, 2021

Hi pcw219,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operators ADR, eCogra.

Sorry we could not be of further help.

ThePOGG

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Agreement

pcw219 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Mr Green
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Mr Green Limited

November 1, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.