Mr Green Casino - El retiro del jugador se retrasa y es confuso.

I played here two weeks ago with my money and after i won they asked me why i played too little and to contact them. I went to chat on casino and they said they dont need anything and that my money will be paid out soon. Then i asked on email if i need to play more and that i was in chat, no one responded. Few days later i went to chat again and again i get same answer. Then i write email again and no one responded back to me. I dont understand what i need to do. There was no message to play more and when i was able to take out my money i did that. I can play more but i dont know what i need to do and why. Can you please help if you know what to do? Thank you

Dear Power8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem withdrawing money from the casino.

To better understand your situation and assist you effectively, could you please provide some additional details?

• Did you receive any official communication from the casino regarding the withdrawal process? If so, please forward it to me at veronika.f@casino.guru.
• Did you accumulate your winnings with or without a bonus? Have you made sure to fulfill all the necessary wagering requirements before requesting the withdrawal?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

I sent you all the communication between the casino and me, from the support chat and the emails. I played using my real money and only played one slot game. I wagered the money and then took it out.

Hi they sent me first payment

Thank you for letting me know.

How many pending withdrawal requests are currently in your account, and when exactly did you submit them?

Hi, they sent me all money

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Power8,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika