RESOLVED: What is happening with Mrgreen?!

So ... First of all I want to point out that Mrgreen has been my absolute number 1 (and since I play with videoslots, my number 2 haha) for over a lot of years now. And Mrgreen always provided me with the most excellent service to be honest! Ofcourse there always were a few things I didnt like or whatever ... But overall I would always rate them a 10!

Lately I became less statisfied, mostly with their costumer service ... Live chat people NEVER are able to help you ... They always need to check it and escalate it with some kind of department ... Ok I can understand that to a certain level ... But the last week they just simply let the cases unresolved and dont come back in communication anymore.

Right now I have 2 examples, and 1 of them still going on;

I deposited in a promo in order to get a set of superspins for Gonzo ... I actually could see the reward in my reward section ... But the superspins simply didnt appear in the game ... Went to live chat and ofcourse they needed to escalate it blabla and I would be emailed about it AS SOON AS POSSIBLE ... Well the complaint was filed with them I believe 4 or 5 days ago and still I didnt receive any email... (In the end I discovered on my own that there was another promo on the game that u needed to WIN 100 euro in it and then u would get 30 seconds of free play... I decided to try that promo, unlocked it and AFTER that my superspins popped up... allright that mystery was resolved)

Right now I participated in a cashback promotion. This was yesterday. IF lady luck wasnt on ur side you would get 25% cashback... Well I can tell lady luck wasnt on my side ... So I went in live chat to ask about when this cashback would appear ... A friendly person told me it would appear the next day (thats today) ... Well you can guess the story now right?! I logged in 10 hours ago and nothing was there ... Headed to live chat and there we go again; checking and escalating ... Will be emailed when checking was done ... 3 hours later (and thats now 2 hours ago) I got annoyed with this and got into live chat again .... AND AGAIN checking ... There isnt any update and we need to wait and escalate ... But we will email you!

I allready know I will never get this email any time today... And probably never! I also told this to them ... And they said I dont have to worry everything will work out ... Well to be honest I lost my faith a little! Today I should have had that cashback (and we arent talking big big numbers here), but today is as good as done (as I assume those departments that are handling this will be closed after a certain time ;) ) and my looking forward to the cashback moment is also gone ... dissapointment and a little feeling of beeing sad about it all has taken that place!

I wanted to write this because I want to let the forum people know about how things are beeing handled at the moment at Mrgreen and maybe in the hope that some people from Mrgreen will actually read this and pick it up ... And try to gain back the costumer service they once had; an A+ service without any problems and QUICK help with any problem you had...

Thanks for reading! :)

I hope it s momentary and that they will soon treat players with respect.

Hi Allstarmikey,

Thanks for bringing this to our attention. If you want us to get in touch with the casino and see what's going on with your cashback please private message me your casino username. 

I have an addon / update to my story ... Ready for it ?! Hope so haha

I found an email in my inbox today (around 2 hours ago) from Mrgreen ... And I was like; oh my god, are they actually stepping up their game now!?

Well ... IT saddend me and got me even more puzzled about the way they are working now ... It was an email from one of the live chat persons I spoke to yesterday about my cashback situation ... And she told me that my superspins for Gonzo were added to my account and wished me lots of fun with this .... ?! ?! ?! 

I believe (and I really was believing that I did it very very good) that I was in the live chat past 2 days NOT for superspins (since that issue solved itself thanks to the fact I accidently found it out) but for the cashback that just doesnt get added to my account ... I dont understand it at all anymore! I emailed them this aswell a few hours ago ... But yeah; now its the question how long it will take before they get back to me and IF they actually understand now what the issue is ... I am beginning to wonder why its such a mess there at support... What the heck is going on behind the screens?! As I said before; this is not the style I am used to from Mrgreen ... IT actually makes me sad!

MelissaN I will absolutely message you when I didnt hear anything back from Mrgreen today ... I give them a little more time, I think that is fair?! I dont know ... Should have had that simple cashback allready on my account yesterday haha .. But apparently its very hard to figure that issue out for them or something!

Ok ... I will keep you posted/updated on this ... And its not the end of the world by the way ... As I said before; I just wanted to expres my frustrations ofcourse and also just letting people know whats the deal these days at Mrgreen.

Thanks for the update, Allstarmikey. Please let us know if you need our assistance. 

Im gonna leave it what it is I think ... All the fuzz about 7 or 8 euro cashback hahaha ...

They still havent decided if they are gonna give it to me, Last contact was yesterday in the afternoon; I also replied immediatly back through mail and after that it got silence ...

Its clear to me that the costumer service really has fallen into a questionable rating ... Sad thing ... I always was such an huge fan ... Now not that much anymore :(

Case closed, thanks for reading and feedback and offered help !!! :)

Thanks for letting us know and providing your feedback Allstarmikey. Sorry to hear you are disappointed. However, if you change your mind and want us to notify the casino rep we can do it. 

Yeah maybe ... As of now I am still waiting for them to reply on my last communication ... Think they are having an hard time with making up something ;) ... 

When its needed; I know where to find you haha, thanks! Much appreciated.

I just read it, but noticed it was in my inbox yesterday ... Actually an email ... but hold on ... the information is truly amazing;

Dear Mike,

I hope this email finds you well

Sincere apologies for the late response. I have taken a look at your account and the promotion in question and I would like to inform you that I will escalate it to our Seniors for further evaluation and review. I will get back to you through email as soon as possible.

If you would like any further help from our MrGreen Team, please kindly contact us back and we will try our utmost in helping you further. We offer 24-hour live support to all our players so rest assured we are here for you if you would require any assistance.

I wish you a lovely day ahead!

Tanya‍

With other words; DAMN we forgot to email Mike back ... Lets just say sorry and lets escalate the whole thing just simply another time; when thats done, Mike prolly has forgotten all about this :P :P :P