Mr Green Casino - La cuenta del jugador fue bloqueada.

I made a withdrawal through neteller, which is supposed to be an immediate withdrawal, and 3 days have passed without the withdrawal being made, now I go to Mr green to check it and I find that they blocked my account when I have not done anything wrong , I won and I wanted to withdraw my money, it doesn't seem fair to me, and I can't find a response from the casino

Hice un retiro por medio de neteller, que se supone que es retiro inmediato, y ya pasaron 3 dias sin que se realice el retiro, ahora entro a Mr green para revisarlo y me encuentro con que me bloquearon la cuenta cuando no he cometido nada malo, yo gane y quería retirar mi dinero, no me parece justo, y no encentro respuesta por parte del casino

Hello apuestas0912,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr. Green Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear apuestas0912,

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.

They informed me that the account was not verified, so I proceeded to send the documents they needed (which I had already used successfully with other bookmakers), but they rejected the one that verified my home address, so I sent another one that was also rejected, and They asked me for documents that I don't have, and they no longer answer me.

Deposit real money but or bet and then bet the bonus, then I can successfully withdraw my money, the problem is the verification

Me informaron que la cuenta no estaba verificada, entonces procedí a enviar los documentos que necesitaban (que ya había usado satisfactoriamente con otras casas de apuestas) , pero me rechazaron el que verificaba mi dirección de domicilio, entonces envié otro que también fue rechazado, y me pidieron documentos con los que no cuento, y ya no me responden.

Deposite dinero real pero o aposte y luego aposte el bono, entonces puedo retirar correctamente mi dinero, el problema es la verificacion

Can you please advise which documents were already accepted and why exactly was the address proof rejected?

Also if possible, forward the communication between you and the casino to nikolas.b@casino.guru.

Dear apuestas0912,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.