The player from Germany, despite having successfully verified her account, faced ongoing issues verifying her bank account to withdraw €300 from Mister Green. She had submitted all required documents but received no response from support. After further communication, it was confirmed that her account was fully verified, and the withdrawal request was made on the same day. The issue was resolved when she finally received her winnings, and the case was marked as 'resolved' by the Complaints Team.
Mr Green Casino DE - Player's withdrawal is delayed due to bank verification issues.
Resolved
Our verdict
Case closed
Amount: €300
Mr Green Casino DE
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Ladies and Gentlemen
I am contacting you because I have been having significant problems withdrawing my funds from Mister Green for some time. My account has already been successfully verified, but all my efforts to verify my bank account have so far been unsuccessful.
I have submitted several bank statements and my ID card, so I have all the required documents. Despite this complete documentation, my bank account has not yet been verified and I have not received any response to my emails to support. Since we are talking about an amount of €300, I find this approach extremely unprofessional and unacceptable.
I therefore urge you to mediate in this matter and help me to find a quick and satisfactory solution. I would be very pleased to receive a prompt response from you.
Best regards
Nicole S***
Edited by a Casino Guru admin
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1 year ago
Hello Nici,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr.Green Casino DE. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- When did you request for the withdrawal?
- 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
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1 year ago
TranslationMy player account was fully verified on March 1st, 2025. I received an email from them then. I also made the withdrawal on March 1st. I won my winnings with real money. And I have never heard of the casino personally. I only received automated emails. These emails always said the same thing, that my details on my bank account do not match those on my player account. I hope that this will all be sorted out soon and that I will finally get my money.
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1 year ago
TranslationHello, I'm getting in touch with you again because I received an email from Mr Green today. This isn't about my bank verification, but about my player account. As mentioned above, this has long been verified, so I'm naturally surprised why I received this email. I've attached this email to you. I hope that everything will be sorted out soon.
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1 year ago
TranslationI have just received the money from Mr Green. I am attaching another photo and requesting that the case be closed. Thank you for your help.
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1 year ago
Dear Nici,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Nick Bacon
Casino.Guru
