Mr Green Casino - La cuenta del jugador ha sido cerrada después de ganar.

I won €64,000 on Mr. Geeen on March 15, 2025. My account was verified, €10,000 was transferred to me, and two days later they wanted to verify my account again because it hadn't been verified. I submitted everything twice and three times, after which my account was deactivated. Before it was deactivated, I contacted customer service several times. They said: Don't worry, the money is yours, you don't need to send all the documents again. The team will take care of the transfer within 24 hours.

No email from Mr.Green. After repeated attempts to contact them via email, nothing worked. Unfriendly customer service.

Before I registered I wanted to know if I already had an account, customer service said no they can

couldn't find me. So I created an account without any problems.

It's really very annoying!

Habe 15.03.25 64000,-€ gewonnen auf Mr.Geeen. Konto wurde verifiziert, 10000,-€ wurden mir überwiesen, 2 Tage später wollten sie wieder mein Konto verifizieren da es nicht verifiziert wurde. Alles doppelt und dreifach eingereicht, danach wurde mein Konto deaktiviert. Bevor es deaktiviert wurde hab ich oft mit dem Kundendienst Kontakt aufgenommen. Es hieß: Keine Sorge das Geld gehört ihnen sie brauchen nicht nochmals alles Dokumente zu versenden. Das Team wird sich innerhalb 24 Stunden um die Überweisung kümmern. 

Keine Mail von Mr.Green. Nach mehrmaligen Versuchen über Mail Kontakt aufzunehmen vergeblich. Kundendienst unfreundlich.

Bevor ich mich registriert habe wollte ich wissen ob ich bereits ein Konto besitze, Kundendienst meinte nein sie können 

mich nicht finden. Also hab ich einen Account erstellt ohne Problem. 

Es ist wirklich sehr ärgerlich! 

Dear Aray1988,

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.

Could you please specify if you accumulated your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or sports betting?

Which documents did you send to the casino shortly before your account was deactivated? Have all of your documents been approved and verified?

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

No bonus.

Slot machines.

Before my account was verified, I sent the following documents:

passport

ATM card

Credit card number

Bank statement from the transfer to Mr.green

Proof of address

These documents were approved and I received a payout of 10,000 euros

After that, I had to verify it again, with a bank statement from the last three months. I did that. I didn't respond again from Mr.Green, and yesterday my account was deactivated.

Ohne Bonus.

Spielautomaten.

Bevor mein Konto verifiziert wurde habe ich folgende Dokumente versendet:

Reisepass

Bankomatkarte

Kreditkartennummer

Kontoauszug von der Überweisung an Mr.green

Adressennachweis

Diese Dokumente wurden genehmigt und ich bekam eine Auszahlung über 10000,-€

Danach musste ich es erneut Verifizieren, mit Kontoauszug der letzten 3 Monate. Was ich gemacht habe. Keine Antwort mehr von Mr.Green und gestern wurde mein Konto deaktiviert.

Can I perhaps send all the attachments and photos somewhere else? There are a lot of them, or should I attach them here? There are 30 photos.

Kann ich Viellicht die ganzen Anhänge und Fotos wo anderes hinsenden? Es sind viele, oder soll ich sie hier anhängen. Es sind 30 Fotos

Thank you for your response. Please send me the screenshots and all the other evidence that could be relevant to the investigation of your case at veronika.f@casino.guru.

Hi Veronika, I'll do it right away. Thanks.

Hallo Veronika mach ich sofort. Danke

Hello Veronika, I received this message from customer service via chat yesterday. Almost 24 hours have passed, and I've received no email or information about the payout.

24.03.25 -

I've forwarded your case to the finance department. They should be able to pay out within 24 hours.

If anything else is needed, you will be notified via email. Payouts are processed within 24 hours.

Afterwards the transfer takes between 1-5 working days!

Hallo Veronika, gestern vom Kundendienst diese Nachricht im chat erhalten. 24 Stunden sind fast wieder vergangen und keine Mail oder Info über die Auszahlung.

24.03.25 -

Hab Ihr Fall an der Finanzabteilung weitergeleitet. Sie sollten innerhalb von 24 Stunden auszahlen können.

Falls noch was benötigt wird werden Sie per Mail informiert. Die Bearbeitungszeit einer Auszahlung beträgt 24 Stunden.

danach die Überweisung beträgt zwischen 1-5 Werktagen !

Thank you for your emails. I understand your frustration with the handling of your withdrawal requests.

Could you please specify if you responded to the casino's email where they asked for an explanation regarding the expiration date discrepancy on the card ending in 4483? The casino mentioned that you provided two copies of your card, one with an expiration date of December 2028 and the other with December 2029.

I look forward to your response and am here to assist you further.

Hello Veronika, yes, of course, I replied immediately on March 20, 2025. It was a mistake on my part, as I had lost my card a few weeks ago and received a new one. I immediately sent the casino a photo of my face and the correct card.

Hallo Veronika, ja natürlich habe am 20.3.25 sofort geantwortet. War ein Fehler meinerseits, da ich vor ein paar Wochen meine Karte verloren hatte und eine neue bekommen habe. Hab dem Casino sofort ein Foto mit meinem Gesicht und der richtigen Karte geschickt.

I've sent you everything by email over the last few days. Even the one regarding the card.

Habe dir alles per Mail zugesendet die letzen Tage. Sogar die zwecks der Karte.

Thank you very much, Aray1988, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

All right, thanks Veronika.

Alles klar, danke Veronika.

Hello Jakub. Is there anything new?

Hallo Jakub. Gibt es denn schon etwas Neues?

Dear Aray1988,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mr. Green Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mr. Green Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Thanks for your help, Kubo. Unfortunately, no news. I get the same answers via chat every day.

888 Support congratulated me on my win last week and claimed that this was standard procedure they had to follow.

Strange standard procedure of blocking the account after winning or not receiving any information about the payout or the account blocking.

But I forwarded the email to you.

Thanks

Danke für deine Hilfe Kubo. Leider keine Neuigkeiten. Täglich erhalte ich die selben Antworten über das Chat.

888 Support hat mir letze Woche mal über meinen Gewinn gratuliert und behauptet, dass dies ein Standardverfahren ist, dem sie Folge leisten müssen.

Merkwürdiges Standardverfahren, das Konto nach dem Gewinn zu sperren oder keine Infos über die Auszahlung oder der Kontosperrung zu erhalten.

Hab dir aber die Mail weitergeleitet.

Danke

I even asked my bank to send me a confirmation regarding the credit card, as I accidentally sent the old card to Mr.Green. The confirmation states that I received a new one in January.

I also forwarded this to 888 Support and sent it via chat!

Habe sogar meine Bank gebeten, mir eine Bestätigung zu senden zwecks der Kreditkarte, da ich aus Versehen die alte Karte an Mr.Green versendet habe. In der Bestätigung steht das ich im Januar eine neue erhalten habe.

Dies hab ich auch an 888 Support weitergeleitet und im Chat versendet!

Received money, but account is still deactivated. When will it be reactivated?

Geld erhalten. Aber Konto immer noch deaktiviert. Wann wird es denn wieder aktiviert?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Aray1988,

I'm glad to hear that you've successfully received your funds!

Regarding the deactivation of your account, please note that the casino reserves the right to close player accounts at its sole discretion, without the obligation to provide a specific reason.

Since you've confirmed that your balance has been fully withdrawn, I will now mark your complaint as resolved in our system.

Thank you for your cooperation throughout this process. Should you experience any further issues with this or any other casino, don't hesitate to reach out to our Complaint Resolution Center. We're always here to support you.

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo