We have collected answers to the most frequently asked questions about Mr Green in our FAQ.
Can I reopen my account?
It all depends on why you have closed your account in the first place. Mr Green might help you reopen your account but take this into account:
- They can’t open your account if you have self-excluded from gambling. You must wait for the time period to elapse. When the time frame has elapsed they will give you a cooling off period of 7 days before you make your final decision.
- If you have set your account on a short break and the time period has elapsed then you can log into your account.
- If you closed your account temporarily you can reopen your account easily. In case you have any further issues you can contact customer support and they will assist you.
Can I play on my smartphone or tablet?
Mr Green casino is optimized for all devices so you can easily play on your smart phone or your tablet. In case you are struggling to play certain games you should contact customer support.
How to clear cache and cookies?
Here is an easy step by step guide how to clear cache and cookies from your browser.
- Click CTRL + H
- On the left hand side you should click on ‘Clear browsing data’.
- Choose what you want to delete.
How to take a screenshot?
Taking a screenshot can be different on some devices. Here we will try to summarize the process for you. When you are playing on your computer you can click on Print Screen on your computer keyboard. Then paste the image in Paint, which is an image editing program and save it as a JPEG file. There are different programs you can use too like ‘Snipping Tool’ to easily take a snapshot of the computer screen. In case you need to send the screenshot to the casino, you can do that via email or upload it through the live chat.
What is the best browser to use to play casino games?
Mozilla Firefox and Google Chrome are the recommended browsers that you should use. When you play on your phone you should use your native browser for best experience.
How can I close my account?
Playing online games should always be a fun activity and a form of entertainment. But if you believe that you are becoming more and more obsessed with gambling then we advise you to take a break from playing or close your account. You can take advantage of the "Take a break" feature on the site which will allow you to close your account for a selected period of time. You can take a break for 1, 7 or 30 days, and during this time period you will not be able to login to your account. After the break period has passed you can automatically reopen your account. If you believe that your game play is having a negative effect on your personal life then you should close your account for a longer period. This is thanks to the ‘self-exclusion’ feature on the casino`s website. You will not be able to login to your account and during this period you will not receive any marketing material from Mr Green. They offer the following time frames:
- 6 months
- 1 year
- 3 years
- 5 years
- Indefinitely – minimum of 6 months After the time period has passed you need to contact customer support before you can reopen your account.
How to get in contact with customer support?
Mr Green has an extensive help center where you can find a lot of information that might be of interest to you. When you click on ‘Submit request’ button in the menu to send an email to the casino, or you can click on “Go to home page’ and start a live chat with the casino. Sometimes all agents are occupied, so you will need to have a little patience. If your issue is of a more urgent nature then you should give the casino a call. Mr Green customer service is active on Twitter too, so you can contact them Monday through Friday 13:00-22:00 CET.
What are free spins?
Free spins are a chance to win without having to spend your own money. This is basically a gift that you will receive from the casino to try out a new game or to play your favorite game.
How do the free spins work?
When you receive, let’s say 10 free spins on Starburst, you have the possibility to play 10 spins on the game without having to make a deposit. In case you win something, the money will be transferred to your account as bonus funds.
What bonuses and promotions can be found at Mr Green?
There are several promotions running each day at Mr Green. You can check them out at the promotions page on the website. You can also receive notifications from time to time too.
Why I am having trouble withdrawing my bonus?
Every time you play with bonus money you need to meet certain wagering requirements. You can check the status of your wagering requirements at any time you want under the section ‘Active Bonus’. Once you are done wagering the bonus you can make a withdrawal providing the amount is above their minimum withdrawal amount of $30.
What is the RTP for Mr Green casino games?
Theoretically, the games at Mr Green Casino have a high RTP rates. They go somewhere between 94% and 97%. The games are run from a random number generator and it is spread out on all their games over a longer period of time.
Can bets be saved on roulette?
You can save your favorite bets by placing your stakes on your preferred numbers. You can check your bets on the ‘star icon’ in the game. You can also edit or delete a certain bet.
What are live casino games?
Live casino games are table games that are streamed from a studio, or in some cases from a land based casino. Each game has a live dealer who you can ask questions about rules and strategies.
Where can I find the rules for a certain game?
Most of the times, you can find the rules inside the game itself. Some games on the other hand doesn't have the rules available, so for those games you can find the rules on this link: https://www.mrgreen.com/game-rules
How can I know that all the games are randomly generated?
Mr Green is an old casino that has earned the trust of their customers, and they tend to bring the same fairness in the future as well. All their games use random number generator which is designed to generate sequences that don't have any patterns. Every new spin is for itself and has nothing to do with the previous one. Most of the games at the casino are games of chance and they are supplied by gaming providers who are subject to regulations from our license holders. In the help section of each game you can find the RTP. You need to remember that this is a theoretical payout that takes into consideration all players using the same game. Also the "volatility" is different to each game, while there are some games that offer a chance for big wins there are others that pay more frequently but the payouts are on the smaller side.
How can I locate the Reel Thrill leaderboard?
If you can’t see the ‘in game’ leaderboard then you should double check if you opted in the casino`s Reel Thrills. There should be a static leader board on the right hand side when you play on your PC. When you play on your mobile device you can click on the trophy icon.
What rewards can a player win with Reel Thrill?
Every day there are thousands of free spins available for you to grab. Each Reel Thrill states how many free spins you can win.
How to register for the Reel Thrill?
It is very easy to register for Reel Thrill. You just need to click ‘Join Reel Thrill’ on the Reel Thrill page and you will see the button change to ‘Play Reel Thrill’. Once you have successfully registered, you can start spinning the reels. The amount you have won during your first 20 spins is divided by the amount you have wagered and multiplied by 20. This way you earn your leaderboard points.
What do Reel Thrills offer?
Reel Thrills are slot tournaments where you can challenge other players for free spins rewards. There are tournaments every 15 minutes at Mr Green on different slot games, so buckle up and enjoy the ride.
What to do when a game is not loading?
Most of the times when you have difficulty opening a game, it is because of your browser. Follow these simple steps to check:
- Make sure that your browser is up to date. If it's not, you need to update it.
- Make sure your browser is cleaned from old cache and cookies.
- Make sure your Flash Player is up to date. When you have tried all the things mentioned above and the problem still persist, try with a different browser. If you receive error message you need to contact customer support and they will be able to help you.
What happens when the game play is interrupted?
If your game was interrupted for some reason, there's no need for panic. You can simply re-open the game and the round will be automatically released. You need to keep in mind only one thing, in order to continue playing the same game you need to re-open the game using the same device. If you played on your computer you should reopen the game on your computer.
If the game didn’t release automatically you will need to clear cache and cookies from your browser before you reopen the game. If the game round didn’t start where you got kicked out it might be because that the game did finish or the game is still stuck. In that case you need to contact customer support and provide them with some information:
- The name of the game.
- Date and time of the game round.
- How much was your bet for the last spin.
- What your balance was.
- What device you played the game on. Any other relevant information you can think of. It might be difficult to remember everything sometimes, but we kindly advise you to include as much detail as you possibly can in the email, and wait for the results of the investigation.
Why are the games loading slowly?
When the games are loading slowly there might be a couple of things going on:
- Your internet connection might be disrupted. If your connection is bad the games will be very slow or they might not even work at all.
- You should use Google Chrome or Firefox for best experience and always make sure that your browser is up to date.
- Always have the latest version of Flash player installed.
- Always delete your cache and cookies from your computer or phone. If you double checked all the issues mentioned above and you still encounter problems loading the games it might be that Mr Green is experiencing some technical issues. If that is the case, they will resolve the issue as soon as possible. There is always an article on top of the help center every time Mr Green has technical issues so you can check and see if that is the problem. And again, you are always welcome to send an email or start a live chat with customer support.
I can't create new account because my details are already registered?
There is no room for panic here either. It is likely possible that you have already registered for the casino but you forgot. Every person is allowed to have only one account at Mr Green so if you have one already we advise you to use it. In case you forgot your log in details, the casino can certainly help you. Send an email to customer support with the following information:
- Your full name
- Your date of birth
- Your home address
- Your mobile number Once they receive your details they will search their system and will be able to help you find your account. If you are sure that you have never created an account but your details are in the casino’s database then you should contact the casino`s 24 hour customer support and they will investigate further.
I can’t find my country on the list?
When you try to register for Mr Green casino and you can’t find your country in the drop down menu it is likely that you are not allowed to play at Mr Green. The casino probably doesn’t operate in your region due to license requirements or national law.
How long does it take for an account to be verified?
When you register for a new account at Mr Green casino you need to send your documents for verification. The verification process depends on the time the documents were received. If the documents you have sent didn’t pass the qualifications you will be contacted by email, so you can send new copies as soon as possible.
Why is the verification process necessary?
Each player needs to be identified in order for the casino to comply with their gaming license. Underage gambling is illegal, so in that way they prevent children from using their site. For that reason the casino needs your help to identify you by asking you to provide a few forms of identification.
What happens if I get new credit card?
You can add your new card very easily. You should go to Deposit option and click on the ‘Change’ button. In case you have an error showing in this section that might be because you have many cards registered. You need to contact customer support in that case so they can resolve your issue.
Can I change my deposit method?
It is very simple to change your deposit method. You need to click on ‘Deposit’ and you will see the pre-selected payment method and look for the option ‘Change’ where you can find your desired method.
Can I delete a saved credit card?
If you want to delete an existing card on your account click on ‘Deposit’ and find the ‘Change’ button. When you click on the button a small Pen symbol will be shown and you just click on the card you want to remove and select Delete.
What is Strong Customer Authentication?
Strong Customer Authentication or SCA is a new European regulatory requirement which helps identify fraud and makes online payments more secure. The program adds another layer of protection for players and they will have to use a code, password, fingerprint, facial recognition or iris scan. This will have almost no effect on your withdrawal flow, but it will affect your deposit flow. What your SCA flow will be depends on the bank you are using. It can be in the form of a token sent to you by text message or a facial recognition. If you want to find out what your bank will be using you need to contact the bank directly. Your personal information should always be updated on both your Mr Green account and your bank account. Every time you encounter some issues we advise you to contact your bank for assistance.
What is 3D-Secure?
3D Secure is a security function that protects your credit or debit card when you use it online. This is kind of like a second ‘pin-code’ where another confirmation has to be done once the CCV/CVV code has been entered.
Can I use someone else’s payment method?
All payment methods that you use on your player account need to be yours. You can’t use payment methods that are registered in another person's name.
Why does Mr Green need my personal information?
Mr Green is a well known online casino and that is because they comply with all licensing requirements, and also all guidelines and laws and the countless regulations of various authorities. Mr Green takes all the steps to make sure that gambling is safe and it is not used for criminal activities like money laundering for instance. For that reason they are obliged to ask for various documents including proof of income. Casinos that don’t ask for those documents can expect high penalties from authorities and might even lose their license. If you fail to provide proof of your income Mr Green will not be able to offer their products to you.
Do I have to pay fees when I make a deposit?
Mr Green doesn’t charge fees on deposits with one exception only, that is when you use Paysafe cards your deposit is subject to a 3.9% fee.
What happens when my deposit failed, but the funds were taken from my account?
There is no room for panic here. This may be because your funds were held in a pre-authorized state. This means they will appear on your account in a couple of minutes or they will bounce back to the payment provider.
These kinds of issues happen from time to time and they are usually resolved within 24 hours. In case you are still facing problems you can contact customer support showing your bank statement as proof that the money left your account.
How to make a withdrawal?
It is very easy to make a withdrawal of your winnings at Mr Green. You need to be logged in to your account first, then find ‘Withdraw’ in the menu list. Choose your payment method, which should always be the same as the method you used for depositing. Enter the amount you want to withdraw and confirm your withdrawal.
The Payment team will review your request as soon as possible. Sometimes it can take up to 5 days before the funds reach your account and that all depends on the withdrawal method you are using. If you need to verify your account, you will be able to request a withdrawal after the account verification process is completed.
Can I cancel my withdrawal?
When you check your transaction history and if you see that your withdrawal is still pending then you can cancel your withdrawal. You need to click on the Deposit button and you will receive a pop-up message where you can cancel your withdrawal.
Does Mr Green have a minimum withdrawal amount?
Yes, the minimum amount you can withdraw is $30.
It's been 5 days and I still haven’t received my winnings. What should I do?
If this happens you need to contact customer support to resolve the case. You need to send a copy of your bank statement from the time the withdrawal was requested. You don`t need to worry because the casino can still track your money. All transactions are processed during business days only, so you shouldn’t count weekends and public holidays. Just for the sake of the argument we will show you a couple of examples:
- If you make a withdrawal on Sunday, the first processing time will be on Monday.
- If you make a withdrawal on Thursday, Monday would be only the 2nd processing day.
What does IBAN stand for?
When you make a withdrawal through bank transfer you need to include your IBAN and SWIFT/BIC. IBAN is short for International Bank Account Number and you need it when you transfer funds from a foreign bank. You can contact your bank and they will help you with you IBAN number.
What does SWIFT stand for?
SWIFT is a code for your specific bank, you need this number so you can make sure that your transaction is transferred to the correct bank. You can find this number if you have online banking, or you can contact your bank directly.
When will my withdrawal be approved?
Withdrawal processing can vary depending on your payment method and your account status. The Payment team at the casino works 7 days a week so usually the processing is very short. Once your withdrawal has been approved it can take between 3-5 business days before the money reaches your personal account. In case the withdrawal is pending for a longer period of time then you need to double check some things, like whether your account needs to be verified for instance. If it does, then the people from the casino will guide you through the process.
I keep reading ‘You are leaving Maltese Jurisdiction’ when I load some games. What does it mean?
This means that the game you are trying to play doesn’t hold the same license requirement like other games and is outside of Malta.
Can I make a formal complaint?
Mr Green cares for their customers and they do everything that is in their power to make their experience enjoyable. But from time to time there are clients who are dissatisfied with some things, like the quality of a product per se. You are able to raise a formal complaint via live chat, email or telephone. You need to include your full name, date of birth, home address, email and phone number in it.
You should include all relevant information in your complaint and email it to the casino. You can use other forms to contact the casino but they prefer to have all the relevant information in a written form so they can assist you as soon as possible. Within 24 hours you will receive an email that the casino has received your complaint and they will look to it, and it may take not longer than 8 weeks to receive a reply. If your complaint hasn’t been resolved in 8 weeks you can submit your dispute to an independent third party dispute resolution free of charge. You can raise your dispute here: https://ecogra.org/ata/policies_procedures.php https://www.ecogra.org/srs/dispute.php
Are players from all around the world accepted at Mr Green?
Due to license restrictions Mr Green is not available everywhere. When you try to register for the casino and you can’t find your country then players from your country are not allowed to play the games at the casino.
I think I spend a lot of time gambling. What should I do?
If you believe that you are gambling more than you should then it is time you take a break. There are a bunch of gaming limits that you can use to keep track of how much you deposit. There’s a tool available at Mr Green called ‘take a break’ where you can set a limit, and during that period you will be unable to access your account.
Can I change my gaming limit?
You can change or remove your gaming limit at any time. Deposit limit – this tool will help you deposit the money that you can afford. Once you reach the limit you will not be able to make a deposit for the day, week or month. Loss limit – this tool controls the amount of money you lose, and with its help you will never lose more money than you expected.
Can I change my limits?
You will find a list of limits at the casino menu. Open the one that you want to change and enter an amount that you feel comfortable with. You can decrease a limit and this change will be effective immediately. When you want to increase a limit you will need to confirm the change after 24 hours. You can also remove a limit. This request needs to be confirmed after 24 hours.
How does the Activity Check work?
Gambling is so entertaining, especially when you are winning so time can fly without you even noticing it. You can set a reminder for every 5, 30, 60 or 120 minutes. All the changes to your Activity Check will be instant and they don’t require cooling off period.
Is there a Loyalty Reward Program?
Mr Green offers loyalty rewards to their players in the form of bonuses, free spins and promotions, just to name some. Each player earns loyalty rewards based on their individual play.
Which software providers power Mr Green games?
At Mr Green you can find some of the most interesting games thanks to the fact that they use some of the best software providers:
- Genesis Gaming
##Is there an app for Mobile gaming? You can access the casino directly from your browser and play over 80 popular games. Android and iOS users can also download the mobile app and have full access to the casino.
Is it possible that live dealer games are fixed?
Live dealer games happen in front of your eyes. You can see everything that is going on yourself like shuffling and dealing of cards or the spin of the wheel, so it's impossible to fix them.
Do I have to download the software?
You don’t have to download the software to play the games at Mr Green. They offer instant play option which allows you to play the games in your browser, even live dealer games too.
Can I try live dealer games for free?
You can try almost all the games at the casino for free to see how the game works before you start playing for real money. The only exception is live dealer games, because it doesn't make sense to have a dealer running a table that doesn't make any money.