Mr Green Casino - La cuenta del jugador fue reabierta tras su autoexclusión.

I had requested an indefinite self exclusion from mr green in 2025 due to problem gambling they then somehow reopened my account which I never requested and then I was able to play there again and lost 2600. I should be protected under self exclusion as I have a major gaming problem and had told them this when I self excluded indefinitely in the first place and should of never Been able to reaccess my account. I want my money refunded

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Dear lisadavies,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Green Casino.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Please provide more details on how you were able to reopen your account.
• Were you able to log into the same account, or did you create a new account afterward?
• Could you please forward me the original self-exclusion request you sent to Mr Green Casino back in 2025, along with the casino's response?
• If you have any emails, chat transcripts, or account screenshots confirming the closure in 2025, please upload them here or forward them to jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Best regards,

Jean

Thanks for your response. I was able to just login to my old account even though I had requested the indefinite self exclusion. I subsequently lost 1700 dollars I had done the self exclusion on the app under there game sense things then spoke to chat to Confirm it was self excluded indefinitely i don't have a copy of the chat as I didn't think at the time I wokld end up having my account randomly active again. I emailed them to request a refund and have heard no response

It is important to provide proof that your account was previously closed due to self-exclusion. So if you have any, please post it here.

Also, please forward the email that you sent requesting a refund and their response, if any, to jean.s@casino.guru.

Could you provide the following details:

• The date your account was closed due to self-exclusion.
• The date you reopened your account.
• List the date and amount you deposited after reopening your account.

Thank you in advance for your answer.

I requested to be permanent on indefinitely self excluded Jan 2, 2025 they reopened my account sometime as I just logged in randomly may1-3 and lost 1765 all together. I sent you the email requesting a refund they have not replied. My account should of never been reopened

Thank you for your answer and for providing more details.

To proceed, we must have proof that your account was closed because of self-exclusion, plus the length of the self-exclusion. I understand that you self-excluded by using self-service self-exclusion functionality via the website. Therefore, please forward the confirmation email from the casino that the account was permanently closed.

Dear lisadavies,

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,
Jean
Casino.Guru