Mr Green Casino DE - El jugador afirma que el pago se ha retrasado.

Hello dear Guru Team,

Unfortunately, I've been waiting for my withdrawal from Mr Green for over a week now. Mr Green is also unreachable by email or chat. Furthermore, I made a deposit of €20, which hasn't yet been credited to my player account. I'm at a loss as to what to do except ask for your help. Can you assist me with this problem so I can finally get my money back?

Hallo liebes Guru Team,

leider warte ich nun mehr seit einer Woche auf meine Auszahlung bei Mr Green Punkt Mr Green ist leider auch nicht per E-Mail weder noch per Chat zu erreichen. Des weiteren hatte ich eine Einzahlung von 20 € getätigt diese sind auch noch nicht auf diesem spielerkonto verbucht. Leider weiß ich mir nicht mehr anders zu helfen außer euch um Hilfe zu beten könnt ihr mir bei diesem Problem behilflich sein dass ich endlich mein Geld wieder bekomme.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear stephy40,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account is already verified and I've withdrawn money from Mr Green several times. Yesterday I deposited another €20, but this still hasn't been credited to my player account, although it has been withdrawn from my bank account. Please help me, I desperately need my money!

Mein Konto ist bereits verifiziert und ich hatte mir schon mehrmals Geld auszahlen lassen von Mr Green. Hatte gestern nochmals 20 € eingezahlt dies wurde immer noch nicht auf mein spielerkonto verbucht aber von meinem bankkonto wurde es abgezogen. Bitte helft mir ich benötige endlich mal mein Geld

This money was won last month and unfortunately I'm still waiting.

Dieses Geld wurde letzten Monat erspielt und nun warte ich leider immer noch

Dear stephy40,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, I still haven't received my payout.

Leider hab ich bis jetzt meine Auszahlung immer noch nicht

Dear stephy40, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla M.

Dear stephy40,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.