The player from Germany had requested three withdrawals from Mr. Green, totaling €747, of which only €203 had been received. Following this, he encountered bank account verification issues despite already having a verified account and had sent the required documents. The player reported an unresponsive live chat and unanswered emails. The complaint was resolved after the Complaints Team took over communication with the casino and managed the case, leading to the player's confirmation that the issue was settled.
Mr Green Casino DE - Player’s withdrawal is delayed and unresponsive communication.
Resolved
Our verdict
Case closed
Amount: €720
Mr Green Casino DE
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
I have requested a total of 3 withdrawals from Mr. Green.
(€120, €300 and €530) of the €530 they transferred €203 to me via Trustly Online Banking!
Then it started with bank account verification!
My account is verified and I have sent my bank statement and bank card!
We're still talking about €747 that's outstanding!
Live chat never works!!!!
And emails will not be answered!
I've never experienced anything like this with any other provider!
I hope you can help me!
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5 months ago
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.
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5 months ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- Could you please specify when you requested payouts from the casino?
- Could you please share your communication with casino support about the delay, and screenshots of your payouts as evidence of the incident? Send the information to my email at tomas@casino.guru or post screenshots here.
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
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5 months ago
TranslationThese 3 payouts were the first ones I had initiated.
twice on November 29, 2025 and once on December 1, 2025.
The winnings were not tied to any bonus.
I'll send them screenshots, etc.
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5 months ago
TranslationThose were the last emails, and I haven't received any response since!
I uploaded the bank statement and photo of my bank card as described.
And my ID has already been verified!
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5 months ago
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And this message has remained unchanged since December 1, 2025.
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5 months ago
Thanks for the detailed explanation.
Did the casino finish the review of your documents since your last post?
Did the casino process one or more payouts to your bank account?
Please let me know.
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5 months ago
TranslationNo, the documents are still under review and no payments have been made yet!
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5 months ago
TranslationHello again dear Casino Guru Team,
It has now been 12 days since I first asked you for help with my request!
Do you also contact the problematic casinos then?
Because if I have to wait 7 days just for you to ask if anything has changed, then unfortunately I will have to seek other help!
The fact is, the problem with Mrgreen Casino still exists!
And for a casino with a German license, what this casino is doing is fraud and definitely a criminal offense!
I'm not the only customer they're scamming!!!!
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5 months ago
Dear Obi2808,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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5 months ago
Dear Obi2808,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Mr Green Casino DE representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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5 months ago
TranslationWow!!!!!!!!
45 minutes after Jana from the Casino Guru team contacted the casino...
I received the email with the payment confirmation from Mrgreen!
🫶🏼🫶🏼❤️❤️🎉🎉!
Thank you from the bottom of my heart!
It's great that you exist!
Merry Christmas to you all!!!
You gave me a wonderful gift today 😘😘😘
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Obi2808,
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,
Jana
