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MrGreen - Verification

Ruling

Resolved - The player did not have relevant ID to meet the MrGreen security verification requirements. We provided easily obtained alternatives to meet the necessary requirements and given the lack of further communication from the player we presume that this was good enough to resolve the situation.

Read our MrGreen Casino Review.

Player's Complaint

I won about 7000 pounds on Mr Green, but they won't pay me because I sent them my Spanish ID. I live in London, and they said I have to apply for a driving licence or a citizenship card. Can you help me?

Read the casino review

3 Responses

User icon
ThePOGG
October 29, 2015

Hi lkjjkl37 - welcome to ThePOGG.com!

I'm afraid there's not much we could do to help in this case. All online casino require security verification documents to be submitted, especially when there's been a significant win. You need to be able to provide proof of residency that matches your account so (i.e. doesn't show you as citizen of a country other than your registered country).

My advice would be to ask MrGreen whether either of these services would be appropriate :

hxxps://www.validateuk.co.uk/

or

hxxp://www.citizencard.com/

[Change 'xx' to 'tt']

Both of these are relatively inexpensive (£15-30) in comparison to the size of the win.

If they aren't willing to accept them then we'll speak to them as it's unreasonable to expect you to apply for a driving license and citizenship cards no longer exist in the UK.

Please let us know if the above are acceptable to MrGreen.

Thanks,

ThePOGG

User icon
ThePOGG
November 11, 2015

Hi lkjjkl37,

Have you managed to resolve this issue?

Thanks,

ThePOGG

User icon
ThePOGG
November 20, 2015

Hi lkjjkl37,

If I haven't heard back from you by Friday the 27th of November I'll assume this issue has been resolved and close this complaint.

Thanks,

ThePOGG

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lkjjkl37 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:

October 29, 2015

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