Mr Green Casino - La verificación de la cuenta del jugador se ha retrasado.

The casino won't accept my identity card or driver's license. Their arguments are outrageous and completely unfounded. I've been a member of Mr Green for over ten years, and I've already received payouts, but they've updated their website and are now requiring new documents.

This theater has been going on since January 2025, simply sad

Das Casino will nicht meine Identitätskarte oder meinen Führerschein akzeptieren, die Argumente sind haarsträubend und entbehren jeglicher Grundlage. Ich bin schon seit über zehn Jahren Mitglied bei Mr Green, ich habe auch schon Auszahlungen erhalten, nur haben sie ihre Seite erneuert und verlangen jetzt neue Dokumente,

Dieses Theater dauert seit Januar 2025, eibfach traurig

Dear kniwli,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand the issue appears to be that the information in your player's profile seems to be inaccurate?
• Is the information other than your date of birth accurately filled out in your player's profile?
• Did you receive any confirmation regarding the verification of your account from this casino in the past that you might share with me?
• My email is tomas@casino.guru. Please share any discussions between the casino and you relevant to the issue with me as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi I sent you an email

Hi ich habe Ihnen einen Mail geschickt

Thank you very much, kniwli, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

It doesn't look like it at the moment, but I wonder what the reason could be for a casino to alienate its long-standing customers like this. It's difficult to understand.

Have a nice day

Hallo,

im Moment sieht es nicht danach aus, aber ich frage mich was der Grund für ein Casino sein könnte, ihre langjährigen Kunden derart zu verprellen. das ist schwierig zu verstehen.

Noch einen schönen Tag

Hello kniwli,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Mr. Green Casino,

Could you possibly provide some information and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Thank you in advance for your efforts

Ich bedanke mich im Voraus für Ihre Bemühungen

Hi Romi,

Upon reviewing your case, the document was initially declined due to a discrepancy in the date of birth. We completely understand how frustrating this might have been. Please rest assured that the issue has now been escalated and resolved — your date of birth has been updated correctly, the document has been accepted, and your account is now fully verified.

Thank you for your patience.

Kind regards,

MRG Support Team

Hi Romi,

I would like to thank Casino Guru for resolving this issue. However, I wonder why the casino is alienating long-standing members so much. It's clear that people are no longer interested in spending time at Mr. Green.

Hi Romi,

ich möchte mich bei Casino Guru bedanken, dass der Fall gelöst wurde. Ich frage mich aber warum das Casino langjährige Mitglieder so verprellt, es ist klar, dass man nun keine Lust mehr hat sich bei bei Mr. Green aufzuhalten.

Greetings, all.

Thank you, Mr. Green Casino, for your cooperation.

Dear kniwli,

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru