Mr Green Casino - La retirada del jugador se ha retrasado.

Hello everyone,

Before requesting a withdrawal, I verified my identity with my passport and proof of address. Afterwards, I was able to withdraw and received confirmation via email on June 27, 2026. A week later, I had to upload a bank statement, which I did. I contacted customer support via chat and was told it would take 2 to 3 business days. Unfortunately, I haven't received any further information, and my withdrawal is still marked as "Pending."

Perhaps you could help me.

Thank you

Hallo zusammen,

Habe vor der Auszahlung mich verfiziert mit pass und adressnachweis, danach konnte ich auszahlen und wurde mir bestätigt per Email am 27.06.2026. Nach 1 Woche musste ich Kontoauszug auch hochladen, was ich gemacht habe. Chat angeschrieben dass es 2 bis 3 werktage dauern wird. Leider habe ich keine Info mehr und meine Auszahlung ist immernoch auf " Ausstehend" markiert.

Vielleicht könnte ihr mir helfen.

Vielen Dank

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.

Dear Bilo009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents the casino requested from you altogether?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification of your account and the de? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas

Here are your questions and answers again:

Have you made any successful withdrawals from the casino in the past?

No

Could you please list all the documents the casino has requested from you?

ID: Passport

Proof of address: Registration form

Bank statement: Sent

Did you achieve your winnings using a bonus?

No

The bank statement was also confirmed via chat.

July 3

I have forwarded the chat history, etc., to your email address.

Thank you

Hallo Thomas

Hier nochmal Ihre Fragen und Antworten dazu:

Haben Sie in der Vergangenheit bereits erfolgreiche Auszahlungen vom Casino vorgenommen?

Nein

Könnten Sie bitte alle Dokumente auflisten, die das Casino von Ihnen angefordert hat?

Ausweis: Reisepass

Adressnachweis: Meldezettel

Kontoauszug: Gesendet

Haben Sie Ihre Gewinne mithilfe eines Bonus erzielt?

Nein

Kontoauszug wurde auch per Chat bestätigt

3.Juli

Chat Verlauf usw. habe ich auf Ihre Email Adresse weitergeleitet.

Vielen Dank

Thanks for the detailed explanation of the situation.

Has the casino processed your payout since your last post? Please let me know.

Thank you.

No, unfortunately it's still "Pending".

No email messages either.

I didn't want to sign the customer chat again. They last wrote "2 to 3 business days." But that was over a week ago.

Vielen Dank.

Nein leider immernoch " Ausstehend"

Auch keine Email nachrichten.

Kundenchat wollte ich nicht damit wieder sigieren. Zuletzt haben die ja geschrieben " 2 bis 3 werktage. Ist aber schon wieder über 1 woche her.

Hello, my application was rejected without explanation, even though my account was fully verified with confirmation via chat.

I immediately made another withdrawal with almost the same amount; screenshots are provided.

Hallo, es wurde abgelehnt ohne angabe von gründen, obwohl konto alles verifiziert wurde mit Bestätigung von chat.

Ich habe gleich neue Auszahlung durchgeführt mit fast identische summe, hier screenshots.

Email confirmation of payment.

I also contacted the chat after the rejection and requested a new payout.

It couldn't help me much because I made another withdrawal immediately afterwards.

Will it work this time? Of course, I'll have to wait again, but for weeks?

Email Bestätigung von auszahlung.

Chat auch angeschrieben nach ablehnung und neue auszahlung

Konnte mir nicht viel helfen, weil ich gleich danach neue Auszahlung gemacht habe.

Wird es jetzt klappen?? Muss natürlich wieder warten aber wochen??

Update:

After I made a new payment, it finally worked. Why the first one was rejected remains a mystery.

Update:

Nachdem ich neu ausgezahlt habe, hat es jetzt endlich geklappt. Warum die erste abgelehnt wurde bleibt ein Rätsel.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bilo009,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas