Mr Green Casino - La cuenta del jugador está cerrada y los fondos son inaccesibles.

Hello,

I have an issue with my Mrgreen account, I'm unable to login to my account and withdraw my money.

So far I sent them all of the documents but my account is still blocked and my patience is running thin.

Last response I got from them was on January 8th. They asked for a proof of address which I have provided but got no response.

Please help,

Raja

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Have any of the documents you sent to the casino for verification been successfully approved?
• Have you provided any other documents to the casino for verification apart from this proof of address?
• Are you able to provide any other government-issued documents as your proof of address?
• What types of games did you play at this casino?
• Have you used any VPN or IP-masking software to alter your location while accessing the casino website?

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

Hello Veronika,

My documents were previously verified. My account was working normally but after some time I was unable to do any withdrawals, and I had to redo the verification process. I uploaded my ID, selfie with ID and proof of address. There were some issues with my selfie but I reuploaded a clearer photo. After that my account was blocked and they asked for my ID, selfie with ID, Skrill screenshot, and bank statement showing funding to Skrill account. I uploaded everything but I didn't hear back from them until January 8th when they asked for a proof of address.

I can provide other document as a proof of address.

I used this account for sport betting and

I didn't use any VPN or IP-masking software to alter your location.

Let me know if there's anything else you need,

Raja

Please forward the documents you have submitted to the casino that have not yet been reviewed or approved by the relevant department to veronika.f@casino.guru. Additionally, kindly send me all communication between you and the casino’s customer support regarding the verification of your account.

Thank you very much for your cooperation.

Hello Veronika,

Please check your e-mail.

Raja

Have you tried reaching out to customer support via live chat to ask about the status of your verification?

Which other documents could you send as your proof of address?

Hello Veronika,

As I said my account is blocked so I'm unable to login and reach them through live chat.

I can send my bank account statement.

I'm unable to attach file, so I'll send it to your e-mail.

Raja

Hello Rajawaheeda123,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Rajawaheeda123,

After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. The bank statement you have provided shows signs of editing, which is not allowed; in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated.

Because of the aforementioned reasons, we have to reject your complaint, and your Casino Guru account will be closed. I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future.

Best regards,

Veronika