Mr Green Casino - La cuenta del jugador está bloqueada y el retiro está retrasado.

I deposited €400, played up to €1300 until suddenly my profile was blocked, the reason being that I had exceeded my loss limit. €100 remained in the account, which I then tried to withdraw. I received an email stating that the money had been returned to my Mr Green account because the IBAN was incorrect?! A second email stated that further documents were required and that I would send them. Since then...

Nothing!!!! No information, no payment, nothing!

Chat redirects to email support!

Email support or chat!

Please provide information on where the payment is.

Ich habe 400 einbezahlt, hoch gespielt auf 1300 bis plötzlich das profil gesperrt wurde, grund verlustlimit überschritten, es blieben noch 100 im konto, diese habe ich dann versucht auszuzahlen, es kam eine mail in der stand geld ist zurück aufs konto mr green weil iban nicht passt?! zweite mail: weitere dokumente, ich sende diese zu! seit dem

nichts!!!! keine info keine auszahlung nichts!

chat leitet an mail support weiter! 

mailsupport an chat!

bitte um info wo die auszahlung bleibt?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did the casino request documents from you, and which documents were requested?
• Did you send all the documents on time and in the correct format?
• Have you made any successful withdrawals from this casino before?
• Could you please explain what happened to the balance of €1,300, when only €100 remained in your account?

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

Dear sesea,

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,

Veronika

Casino.Guru