Mr Green

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.

If you are in the United States

Nothing in the Mr Green licence protects a player in the United States, where gambling is regulated state by state and a Great Britain licence has no standing. Whether Mr Green holds a licence in your state is not recorded here; without one, no state regulator can take up your Mr Green account. Put the complaint to Mr Green in writing under its own procedure and record it with your state consumer protection office or attorney general.

If you are in the EU

An EU player is outside the reach of the Mr Green Great Britain licence, and the domestic position varies. Austria is settled: the OGH in 1 Ob 229/20p rejected a Gibraltar licence as a defence and held that contracts with a provider lacking an Austrian concession are ineffective, the stake repayable. Germany has the Court of Justice of the EU’s ruling in Case C-440/23 (16 April 2026) confirming restitution claims for stakes lost on prohibited games, on facts involving Malta-licensed operators rather than Mr Green, with the BGH’s lead decision (I ZR 216/25, hearing 17 September 2026) pending. The Netherlands, since the Hoge Raad’s ruling of 3 July 2026, offers no automatic refund because unlicensed gambling contracts are not automatically void. For other EU countries we have found no sourced route against Mr Green beyond the Mr Green complaints procedure.

If you are in Canada or Australia

The Mr Green Great Britain licence carries no protection in Canada or Australia. In Canada only Ontario runs a regulated private market, and its route (complaint to Mr Green, a complaint number, then escalation to iGaming Ontario for review) applies only to Ontario-registered operators, which this file does not assert Mr Green is; even then, iGaming Ontario cannot refund wagers or award compensation, and the AGCO cannot get your money back. In Australia online casinos and unlicensed sports betting are banned under the Interactive Gambling Act 2001, and ACMA says Australian regulators cannot help recover money withheld by an illegal service, though it accepts complaints about the breach.

If you are in the UK

In Great Britain the route is fixed by the Mr Green licence. Complain to Mr Green in writing through its published procedure; Mr Green has eight weeks to resolve the complaint. If it does not, or issues a deadlock letter sooner, you can take the dispute free of charge to the ADR provider named in the Mr Green terms, as licence condition 6.1.1 requires. Where that provider is IBAS, its decisions bind registered operators up to £10,000 / $13,000. The Gambling Commission does not resolve individual complaints or help consumers get money back, and the Mr Green terms cannot restrict your right to go to court.