Mr Green Casino - El saldo activo del jugador ha sido retenido.

I played at mrgreen Casino exactly 1 month ago, I used a bonus from which I got 100 free spins for the rectoonz game. I won about €25 on those rounds, after which I started to recycle. My amount currently rose to more than 900 euros and I started to monitor my recycling, when I noticed that the recycling amount was 18,000€, although in reality it should have been approx. 900€.

I went to the chat to ask about the matter, after which the recycling amount was corrected, and I had already completed my recycling, but the chat clerk had to take the money away from me to be checked, quoting his words, "to a higher authority", because the recycling amount was so wrong.

He promised that the money would be returned soon, by the next day at the latest. Now, 1 month later, I still haven't received my money (€840) back. I'm beginning to doubt whether I'll ever get the money in question. And through the chat, they can't do anything about it, and you can't get any contact information from them directly to these "higher authorities" so that you can ask them about it directly.

What should be done here? I couldn't bear to wait many more weeks.

attached are a couple of conversations I had with them, I've posted several messages but I haven't taken screenshots of all of them. You yourself have said that you wonder why it takes so long, when it is not a complicated repair.

Pelasin mrgreen casinolla tasan 1 kuukausi sitten, otin käyttööni bonuksen josta sain 100 ilmaiskierrosta rectoonz peliin. Voitin kyseisillä kierroksilla n. 25€, jonka jälkeen aloin kierrättämään. Summani nousi parhaillaan yli 900 euroon ja aloinkin tarkkailemaan kierrätystäni, jolloin huomasin kierrätyssumman olevan 18000€ , vaikka sen todellisuudessa piti olla n. 900€. 

Menin chattiin kysymään asiasta, jonka jälkeen kierrätys summa korjattiin , ja olinkin jo suorittanut kierrätykseni, mutta chat virkailija joutui ottamaan rahat minulta pois tarkistettavaksi hänen sanojaan lainaten "ylemmälle taholle" , koska kierrätyssumma oli niin väärin. 

Hän lupasi että rahat palautuvat piakkoin, viimeistään seuraavaan päivään mennessä. Nyt, 1 kuukautta myöhemmin, en ole vieläkään saanut rahojani (840€)  takaisin. Alkaa vähän epäilyttää saanko kyseisiä rahoja koskaan. Ja chatin kautta he eivät voi tehdä asialle mitään, eikä heiltä saa mitään yhteystietoja suoraan näille "ylemmille tahoille" että saisi kyseltyä asiaa suoraan heiltä. 

Mitähän tässä pitäisi tehdä? En jaksaisi enää montaa viikkoa odotella. 

liitteenä pari heidän kanssaan käytyä keskustelua, olen laittanut useamminkin viestiä mutten ole kaikista ottanut screenshotteja. Ovat itsekin sanoneet ihmettelevänsä miksi asia kestää noin kauan , kun ei ole mistään monimutkaisesta korjauksesta kyse.

Dear Rextone91,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history in Excel format along with any supporting evidence about your withheld balance to petronela.k@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Petronela

In Excel format, so does it have to be done on a computer?

there is no other proof of the withheld balance than the chat conversation where it is mentioned. It's also surprising that it doesn't appear anywhere in the history of the game

Excel muodossa eli täytyykö se tehdä tietokoneella?

muita todisteita ei ole pidätetystä saldosta kuin se chat keskustelu jossa se mainitaan. Se ihmetyttää myös, ettei sitä näy missään pelihistoriassa

You could try requesting your entire game history from the casino. If you succeed, please forward it to petronela.k@casino.guru. Thank you.

Dear Rextone91,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.