Mr. Green Casino - La cuenta del jugador se bloqueó después de una verificación exitosa.

I decided to gamble with Mr. Green casino through its website given its high rating. On 2/10/23, I deposited 25 USD with a matching bonus of the same amount. While I was playing, I started the verification process, during which I sent my required documents via several emails to id@mrgreen.com. On 8/10/23, I received an email from atencionalcliente@mrgreen.es which theoretically confirmed the completion of my verification. However, I also received text messages asking me to send my documents for verification within a maximum period of 5 days. Since the messages contained a link that led nowhere, I decided to ignore them, especially since the confirmation of my verification had been emailed to me. During those days, I earned a total of 2107.95 USD, of which 402.87 USD was from the bonus. When a withdrawal is made, the bonus disappears, leaving 1705.08 USD of real money, which I proceeded to withdraw upon confirmation of my account verification. It's important to note that one can only withdraw when they have a verified account. Coincidentally, this was on the same day as the text message's deadline. Just a few hours ago, I received a text message stating that my account was blocked and asking me to send the documents if I wanted it to be unblocked. I have not received any email requesting additional documents. I am theorizing that they must have issues with their database as they contradict themselves between affirming they have all the documents and stating otherwise. I would like my account to be unblocked and my withdrawn money to be granted.

I managed to upload all the screenshots that I could, the rest are here:

A través de su página decidí jugar con el casino Mr. Green, dada la puntuación alta, el 2/10/23 le cargue 25 USD con un bono del mismo monto, mientras jugaba comencé el proceso de verificación, los pedidos de documentos con sus puntuales exigencias fueron enviadas en varios mails a id@mrgreen.com, hoy 8/10/23 había terminado teóricamente al recibir un mail confirmandolo de parte de atencionalcliente@mrgreen.es, pero a su vez recibía mensajes de texto pidiendo que enviara los documentos para mi verificación en un periodo máximo de 5 dias, como eran mensajes con un link que no llevaba a ningun lado decidí obviarlo y más aún dado que tenía una mail afirmando mi verificación correcta. Yo en el transcurso de esos días había ganado teniendo en cuenta 2107,95 USD de los cuales 402,87 USD eran del bono, cuando se hace un retiro el bono desaparece quedando 1705,08 USD de dinero real extraíble, el cual retire la totalidad al momento de verificada mi cuenta, solo te deja retirar cuando tenés una cuenta verificada, coincidiendo el mismo día al del límite del mensaje de texto, hace pocas horas me enviaron un mensaje de texto informándome el bloqueo de mi cuenta pidiéndome que envíe los documentos si quiero desbloquearla, no me ha llegado ningún mail pidiéndome documentos aparte. Especuló que deben tener problemas en su base de datos ya que se contradicen entre ellos entre que tienen todos los documentos y a su vez no los tienen. Quisiera que me la desbloqueen y me den el retiro que hice.

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The casino has unblocked my account, although at the moment they have not informed me why it was blocked in the first place, the withdrawal has been approved although with an electronic card, they ask me to wait a period of 5 business days. I will soon confirm whether the deposit is effective or not.

El casino me ha desbloqueado la cuenta, aunque de momento no me han informado porque fue el bloqueo en primer lugar, el retiro ha sido aprobado aunque con tarjeta electrónica, me piden esperar un plazo de 5 días hábiles. Pronto confirmaré si el depósito se hace efectivo o no.

Hello Tokido,

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.

Could you please advise since when exactly is the verification process ongoing? Do you know which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The deposit has been made correctly within the stipulated time. With this I conclude the complaint, thank you.

El deposito se ha efectuado correctamente dentro del tiempo estipulado. Con esto concluyo la queja, gracias.

Dear Tokido,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru