Mr. Green Casino - La cuenta del jugador fue bloqueada.

I closed first account along time ago personally and i thinked that was deleted becouse when 8months ago i made new account and nothing warned me that my personal details was alredy on use in another account and then i used account normally deposits withdraws about 8 months then they closed 03.06.2022 the gaming account becouse 2 accounts. I had Open bets on my account when they closed and the bet slips won 1572€ But mr Green froze the winnings and paid 100€ Deposit back. And when i asked chat about the closing thing that Finnish operator didnt even mentioned that bet winning until I asked him about that becouse i remempered those marks on those winning bets pretty weird and i have Keep trying to get my winnings with customer service but nothing. and when you trying to get an answer to anything on customerservice you have to contact them million times Yesterday i ordered chat history time frame 03.06.2022-08.03.2022 on my email but havent arrived yet. Today i asked those chat conversation lists and operator said 2-3 days but i doupt. Then i could see and add those infos here. Also wondering that gaming account that they had 8 months time to closed that account so then those winning bets would be made diffrent Betting company. Is there some time limit when they can do that? Example if i had won jackpot and casino is waiting the big win and shut your account 🫣 I dont care the game account i just want my bet winning money what belongs to me.

Hello Johnny12287,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr. Green Casino. Please allow me to ask you a few more question before we would move forward.

Did you use the same payment method that you used in your previous account? When exactly did you verify your account? Did you already receive the refund from the casino?

Please note that the casino usually does the account check only if you try to verify yourself so if you did not do it earlier that can be the reason why could you play there for 8 months.

Looking forward to your answer.

Regards,

Nick

Hey!

I have not received any refund from the casino since closing other than its € 100 deposit i.e. 1572e is still missing.

I don't remember the deposit form of the previous account, but now I have used Osuuspankki ja s-pankki and Osuuspankki's Visa card. But you log in to that casino with the same authentication, ie if I make a deposit of € 10 with trustly, then while I accept it in the bank, it logs in. Of course, I can both log in manually and then I have both used the username and password, so I don't think for a moment that they wouldn't have known that I used it once, and I had withdrawn it several times = I could have closed the account before. I don't remember if I officially sent the documents to another account now 🤔 but it will show up somewhere at the latest when I first log out that if I have closed my account then how does that guy tear up the profits and take home here 😳 or then asked for some personal documents.

today i asked again after the chat conversations when it didn't show up in my email but the answer is always the same as everything else that have put a request to some department that handles them i.e. it may take a long time for the messages to arrive. And I asked them to contact the decision-making department so I can't and I can't be so suspicious either, so practically that live chat is of no use because no decisions are made in it and that's the only way I can get in touch with that company 👎 it would be good to have include discussions on this.

but yeah I made a mistake when I originally made a second game account when I assumed it was deleted first but why at the login stage nothing indicated that personal information is already in use on the second game account. Then it's a check-out task and playing in that account for 8 months how is it possible if I use a bank checkout it doesn't seem to show up at the Casino that I'm playing there with 2 accounts so it's a casino mistake so I think the winnings belong to me but keep the accounts closed.

of course i can try to ask for information about my account in the chat but it will probably take again when I have to send a request to one of the teams and i can also browse my email that if i find any game account 2 in the early days. But I feel that at least this operation alone will not get me done if you can get it done 👍

Hei!

en ole saanut kasinolta mitään hyvitystä sulkemisen jälkeen kuin sen 100€ talletuksen eli 1572e vielä puuttuu.

en kyllä muista edellisen tilin talletusmuotoa mutta nyt olen käyttänyt trustlyä osuuspankki ja s-pankki sekä osuuspankin Visa korttia. Mutta tuonne kasinolle kirjaudutaan samalla tunnistautumisella eli jos teen vaikka 10€ talletuksen trustlyllä niin samalla kun hyväksyn pankissa sen niin kirjautuu joten kait sen nyt luulis tiedon menevän itse casinollekkin että kuka siellä pelailee 🤔 ja jos ei niin aika heikoilla kantimilla turvallisuus tuossa firmassa. Voi sinne toki manuaalisestikkin kirjautua siis käyttäjätunnus ja salasana molempia olen käyttänyt joten en usko hetkeäkään etteivät he olisi tienneet että minä sitä käytän kerta olen kotiuttanutkin useaan kertaan = olisivat voineet sulkea tilin aiemminkin. Sitä en muista olenko virallisesti dokumentteja lähettäny nyt toisen tilin aikaan 🤔 mutta kylläkait se nyt jossakin näkyy viimeistään kun kotiutan ensimmäistä kertaa että jos olen sulkenut tilini niin miten se kaveri repii voittoja ja kotiuttelee täällä 😳 tai silloin kysyneet jotakin henkilödokumentteja.

tänään kyselin taas chat keskustelujen perään kun ei ole näkynyt sähköpostissani mutta vastaus on aina sama niin kuin kaikessa muussakin että ovat laittaneet pyynnön jollekkin osastolle joka niitä käsittelee eli saattaa kestää aika kauan ennenkuin viestit tulevat. Ja pyysin että ottavat yhteyttä sinne päättäjä osastoon niin kuulemma ei voi enkä minäkään sinne voi olla yhteydessä niin todella arveluttavaa eli käytännössä tuolla live chatilla ei ole mitään hyötyä koska mitään päätöksiä ei siinä tehdä ja se on ainut miten voin olla yhteydessä kyseiseen firmaan 👎 olisi hyvä saada niitä käytyjä keskustelujakin mukaan tähän.

mutta joo virheen tein minä kun alunperin tein toisen pelitilin kun oletin että se ensimmäinen on poistettu mutta miksi kirjautumisvaiheessa ei mikään ilmoittanut että on jo henkilötiedot käytössä toisella pelitilillä. Sitten se kotiutushomma ja pelaaminen tuolla tilillä 8 kuukautta miten on mahdollista jos käytän pankkitunnostaumista ettei se muka näy casinolla että minä siellä pelailen 2 tilillä eli casinon virhe joten sen takia minusta voitot kuuluvat minulle mutta pitäkööt tilit suljettuna.

voin toki yrittää kysellä tietoja tilistäni chatista mutta siinä kestää varmaan taas kun pitää lähettää pyyntö jollekkin tiimille ja voin myös selata oman sähköpostin että jos löydän jotakin pelitili 2 alkuajoilta. Mutta minusta tuntuu että en saa yksin ainakaan tätä operaatiota hoidettua jos teidän avulla tämä saataisiin hoidettua 👍

Ok so i looked my new account emails and my first withdraw was 15.10.2021 and after that i have made several withdraws on that gaming account but i cant find any info on sending any identification dokuments so I think i have send documents straight on account link or its confirmed when i made deposit with trustly and confirmed that on my bank app.

so how is it possible that under no circumstances has it turned out that I already have a game account 🧐 once the accounts have been made in addition to various emails so shouldn't that too be verified? and several deposits and withdrawals here in the last 8 months. Becouse my point is that they should shut down the account immediatly and i would make those bets some other gaming site 😠

05:00:20 PM] Joni floating: it occurred to me how my account has been verified?

[05:01:18 PM] Joni floating: after all, 8 months in it? I tried to view the email was not found in the subject of any have posted a game account through some documents?

[05:02:03 PM] Mika: Well, at least I didn't go down without explaining myself first

[05:02:57 PM] Mika: The fastest way is to put that requested ID to us at id@mrgreen.com then go straight to the right department.

05:03:06 PM] Joni float: So how can you play and deposit with it without confirmation? So I'm just asking for interest

[05:03:27 PM] Joni floating: Shouldn't it be done before the first lift, at least in other companies

[05:05:44 PM] Mika: They have different restrictions they are usually asked at some point after certain amounts of money have been deposited or when certain amounts are full in withdrawals but if the bank ID is deposited then the verification moves need verification immediately

05:07:25 PM] Joni floating: Okay. What kind of sums are there as a limit? Mostly I think that I have played a lot in this direction in one direction and another

[05:08:59 PM] Joni uitto: Because I'm still twisting with this Closing thing, I'm interested in how it can play for no long time and then suddenly it closed and not that the account was closed immediately so that this twist would not come from these about money ????

[05:10:21 PM] Mika: The general limits are € 2000 and € 4000 and then of course each is case specific what our department asks for

[05:10:58 PM] Mika: Those limits do not specify verification if the age is verified by e-mail, for example when depositing with bank IDs

05:11:45 PM] Mika: It mainly depends on our department that requests those documents

[05:14:08 PM] Joni floating: Okay. I wondered how it is possible when in all other places you can send documentaries in a folder immediately if you want to make withdrawals, even though they are deposited with trustly, but I don't appreciate the answers. Can you put this conversation in my email as well?

so my account was not confirmed. Still 8 months? In my apinion is long time I wonder why the payment crew havent contacted me erlier and demand documents. if the bank id is enough for 8months then why they dont pay the money what belongs to me 🧐 every casino i have played erlier havent approved withdraw until i have confirmed the account first even if i have deposit with trustly so i dont understand this.

They have different restrictions usually they are asked at some point after certain amounts of money have been deposited or when certain amounts are full in withdrawals but if the bank ID is deposited then the verification moves because the bank IDs ensure a plain age then no verification is required immediately.

And this comment what they give me. Account comfirmation dosent have to do immediatly if you made a deposit whith a bank app so is the 8months short time 🫣 i think it is very long time

Niissä on erilillaisia rajoituksia yleensä ne jossain vaiheessa kysytään tiettyjen rahasummien jälkeen kun on tallettanut tai sitten kun tietyt määrät tulee täyteen kotiutuksissa mutta jos pankkitunnuksilla tallettaa niin sitten se varmennus siirtyy koska pankkitunnukset varmistavat peljaan iän niin silloin ei tarvitse varmennusta heti tehdä.

And this comment what they give me. Account comfirmation dosent have to do immediatly if you made deposit whith bank app so is the 8months short time 🫣 i think it is very long time

Thank you Johnny12287 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Regards,

Nick

hello!

ok. So Peter what kind of proof you need in this case so i can get my winnings? Now the mr. Green wanted copy of my id card becouse i ordered those chat history and they wont send me those untill i have confirmed my account so i sended yesterday copy of my drivers license. I started playing another casino yesterday and there was also trustly payment where they get the info when you deposit and i made first with withdraw also and they instantly asked me to confirm my account before the withdraw was possible and i send my documents. Thats what i think went wrong with mr Green becouse they never asked me those documents or looked my info on that 8month of playing even both account details are same?? So what evidence you guys need?

Johnny12287,

I believe we have all proof necessary. I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr. Green Casino to the conversation to participate in the resolution of this complaint.

Alright. Thanks for help. I am waiting for an answer 👍

Ok. Kiitos avusta. Odotan vastausta 👍

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Johnny12287,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the eCOGRA - alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. If necessary, please contact also the Malta Gaming Authority itself after (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the eCOGRA and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.