Mr Green Casino - El retiro del jugador se retrasa y la cuenta está restringida.

Hello, my withdrawal has been taking over two weeks now. The withdrawal was always rejected, and then I received an email from Mr. Green asking me to send my bank statement. I sent my bank statement, and it was rejected. Besides, I've already verified my account, and I haven't had any problems with other withdrawals. My account was also restricted.

Hallo,meine Auszahlung dauert nun schon über 2 Wochen.Die Auszahlung wurde immer abgelehnt,und dann bekam ich von Mr.Green eine E-Mail,dass ich meinen Kontoauszug schicken solle.Ich habe meinen Kontoauszug geschickt, und dieser wurde abgelehnt.Außerdem, habe ich mein Konto schon verifiziert, und bei anderen Auszahlung hatte ich auch keine Probleme.Zudem wurde mein Konto auch eingeschränkt.

Dear sebastian251,

Thank you very much for submitting your complaint. I’m sorry to hear about the player’s problem with your withdrawal.

In order to assist you better and investigate this issue further, could you please provide us with the following details:

• Have you made any successful withdrawals before?
• Have you received any additional information as to why your bank statement was rejected?
• Could you please provide more details regarding the account restrictions? Are you unable to log in to your casino account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, the previous withdrawal went smoothly. The reason why my bank statement was not accepted could not be explained to me. I can log in to my account, but all ongoing withdrawals have been stopped.

Hallo,die Auszahlung vorher verliefen Problemlos.Den Grund,warum mein Kontoauszug nicht akzeptiert wurde konnte mir nicht gennant werden.Ich kann mich beim meinen Account anmelden, aber alle laufenden Auszahlung wurden gestoppt.

Thank you for your reply, sebastian251. Could you please post a screenshot of your withdrawal history here in this thread?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I've now been paid €1,000 from May 16, but the other payments have been pending for some time. Strangely enough, the bank statement was accepted the second time I submitted it.

1000€ vom 16.Mai wurden mir jetzt ausgezahlt,aber die anderen Auszahlungen sind noch seit längerem ausstehend.Kontoauszug wurde aber komischerweise beim zweiten mal einreichen akzeptiert.

I can't contact support either because it is no longer available on the Austrian MrGreen site.

Ich kann mich auch nicht an den Support wenden,weil dieser auf der Österreichischen MrGreen Seite nicht mehr verfügbar ist.

Thank you very much, sebastian251, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sebastian251,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr. Green Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Dear sebastian251,

can you please give us an update? Have you received your withdrawals?

Dear sebastian251,

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,
Martina
Casino.Guru