Operator File · United Kingdom

Mr Green

Licence status, GamStop coverage and any publicly documented issues for Mr Green, with sources. A listing is a record, not an allegation of wrongdoing.

A brand that changed hands twice

Mr Green launched from Malta and was bought by William Hill in January 2019 for £242 million. When 888 Holdings acquired William Hill's non-US operations in July 2022, the green top hat came with the deal, making the brand part of what is now evoke plc. Its British chapter has since closed: Mr Green Limited surrendered its Gambling Commission licences on 28 October 2024 following a parent-company business decision, and mrgreen.com now serves international customers under the company's Malta Gaming Authority licence. Play by British customers up to that date took place under full UK rules, including GamStop participation and an approved dispute route.

Two entries in the enforcement record

Mr Green Limited appears twice in the Commission's enforcement history. In February 2020 it agreed to pay £3 million towards reducing gambling harm after failures that included accepting a decade-old £176,000 payout letter as proof of funds from a customer who went on to deposit more than £1 million, and treating a photograph of a laptop screen as evidence of cryptocurrency wealth. Then, on 28 March 2023, it paid £3.7 million as its share of the record £19.2 million settlement imposed across three William Hill Group businesses over safer gambling and money laundering control failings.

What former customers describe

Review platforms carry a long tail of Mr Green complaints from its trading years. Trustpilot entries cite withdrawals taking more than five days against advertised timescales, payments repeatedly reprocessed without landing, and support replies arriving weeks late. AskGamblers logged cases of customers resubmitting the same verification documents several times over. As always, these are unverified individual reports, and identity and source-of-funds checks were legal duties for the licensee, yet the consistency of the themes sits notably alongside the failings the regulator recorded in 2020 and 2023.

Pursuing a historical claim

The licence surrender complicates redress for British customers but does not extinguish it. Losses before 28 October 2024 arose under Gambling Commission conditions, and both the 2020 penalty and the 2023 settlement are published with dates and detail. A claim built on that period would pair the player's own account records with the specific duties the regulator found wanting, beginning with a formal written complaint to the operator and escalating from there. Enforcement that overlaps a player's own losing period gives the file regulatory weight from the very first page, which is why the dates above matter as much as the amounts.

What the record shows

Regulator / court actionUK Gambling Commission· 2020-02-28

UKGC GBP 3m package for systemic social-responsibility and AML failings (period 1 Nov 2014-7 Nov 2018).

Source
Regulator / court actionSpelinspektionen / Swedish Administrative Court of Appeal· 2024-06

Swedish regulator penalty (AML + duty-of-care) reduced on appeal to a total of SEK 13.5m (SEK 12m duty-of-care + SEK 1.5m AML) by the Court of Appeal in June 2024 (from an original SEK 31.5m).

Source

Complaints about Mr Green

Documented items about Mr Green appear above with their sources; day-to-day Mr Green complaints, typically stalled withdrawals, verification loops and bonus disputes, are recorded by independent complaints platforms rather than published by UK Gambling Commission (UKGC).

A complaint about Mr Green should go to Mr Green itself first, in writing through its published procedure, with every reply kept. If Mr Green has not resolved it within eight weeks, or you reach deadlock sooner, the dispute can go free of charge to its UKGC-approved ADR provider, such as IBAS. The sequence is set out in how to escalate a casino complaint.

What the licence requires

Mr Green is regulated by UK Gambling Commission (UKGC) under licence MGA/CRP/121/2006, and its UK customers contract with its UK Gambling Commission-licensed entity, so the full UK framework, including GamStop and an approved ADR route, applies. Read more on the MGA complaints process for UK players.

If you are trying to recover money

Because Mr Green serves UK players through a UK Gambling Commission licence, recovery starts with its own complaints process and, if that stalls, its UKGC-approved ADR provider such as IBAS, with a regulated legal partner where the facts justify it. Preserve your account evidence first, then see how gambling-loss recovery works, the evidence you need to recover losses, and how to escalate a casino complaint.

Not sure which body hears a complaint about Mr Green, or when the eight-week clock lets you escalate past it? The free complaint route finder answers both in three questions, and the complaint letter generator puts your complaint to Mr Green in writing for you.

Sources

How we verified this: the Mr Green file draws on UK Gambling Commission (UKGC) records, licence registers and attributed player reports, checked as our editorial standards describe.

FAQ

Common questions about Mr Green

Can I get my money back from Mr Green?

Possibly. Mr Green is licensed in United Kingdom, outside the UK system, so no UK adjudicator can order a refund. Recovery instead works through the operator's own complaints process, the evidence your payment history supports, and where appropriate a regulated legal partner. The right route depends on your evidence, and our initial assessment is free and confidential.

Mr Green is operated by Mr Green Limited, licensed in United Kingdom, under licence MGA/CRP/121/2006. It is recorded as licensed under Malta Gaming Authority (MGA). The brand has operated since 2008. It sits outside GamStop, so a GamStop self-exclusion does not block it.

Mr Green accepts UK players. Mr Green Limited's OWN UKGC licence (acct 39264) was SURRENDERED 28 Oct 2024; UK now served by sibling WHG (International) Limited (UKGC acct 39225) Whichever applies, the licence in force when you played is what shapes the routes open to you.

Our research records 2 regulator or court actions for Mr Green, each with its issuing body and a source you can check. A listing is a record, not proof of wrongdoing, and every case turns on its own evidence.

Preserve the evidence first: screenshot your balance, the stuck withdrawal, chat transcripts and emails, and save the terms as they read today. Then make one formal written complaint and escalate to the right authority or a regulated legal partner. Avoid closing the account or accepting a partial settlement before you have taken advice.

No. Nothing is sent to any operator without your written consent. The first an operator hears of your case is a formal complaint you have approved.

Is Mr Green holding your money?

The sooner the evidence is preserved, the stronger the file. Our initial assessment is free and strictly confidential.

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