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

This Casino will not verify account to cashout. My KYC is verified but i cannot withdraw. They say my profile address does not match my submitted one but it does and even shows verified on my account. When i complain in chat they say account under review and when i email they say profile info does not match submitted one. My money is stuck.

Dear TheEamonn,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear TheEamonn,

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.

No nothing received.

Dear TheEamonn,

Would it be possible to forward the communication between you and the casino related to your verification to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Sent to the email.

Thank you TheEamonn for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello TheEamonn, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case, the evidence provided by yourself, and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Mr. Green Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and what is the issue with his KYC? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information, the casino can contact me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi TheEamonn,

Thank you for your continued patience while we review your account. I would like to confirm that your case is currently being investigated internally to ensure that all verification and withdrawal concerns are thoroughly addressed.

Our team is actively reviewing the details, and we will provide you with an update as soon as possible. We understand how important this matter is to you and appreciate your cooperation during this process.

Should you have any further questions in the meantime, please feel free to reach out.

Kind regards,

Mr. Green Support Team

Thank you for the response and looking into this issue for us, Mr. Green Support Team! Very much appreciated. :)

Please, let us know as soon as you have the details ready. In case of sensitive information, that can be sent to me directly at matej.l@casino.guru. Thank you.

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly via e-mails and Skype messages, but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might 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 contact the Malta Gaming Authority itself via this complaint form: https://www.mga.org.mt/player-hub/lodge-a-complaint/. Please let me know if you need help with filling the form or how the Authority responded if you can do this on your own (matej.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

We’ve reopened this complaint at the request of TheEamonn, stating that the casino has resumed the payments. Could you please provide some details, as of how much have you been paid so far, how much is left and whether the payments are coming in acceptable timeframe? Thank you.

Dear TheEamonn,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru