Mr Green Casino DE - Player's withdrawal is delayed.

No payment!

Alleged verification

I even submitted a bank statement.

Although I can continue to deposit and the Mastercard is listed as the payment method

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Dear BenjaminB,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Yes, I withdrew the money earlier and then, out of desperation, sent a complete bank statement! It's incredibly annoying, especially since the withdrawal was via Mastercard, which I usually use for deposits, and that was still working... even yesterday!

They have my ID and I've already withdrawn before! So, you request a withdrawal via Mastercard and they want bank statements! I even deposited via PayPal...it's all possible!!! In total, I'll receive €775, which would have been won without the bonus! So I'm at break-even.

As you can see, that's already 775 euros.

Unfortunately, nothing has changed.

You can't avoid hiring a lawyer!?

Dear BenjaminB, thank you for your response. I am truly sorry about the prolonged withdrawal process you are facing.

Do I understand correctly that your account is currently undergoing KYC verification?

If so, could you please confirm which documents have been submitted? Have you received any communication indicating the status of your latest document submission?

Additionally, do you still have access to your casino account?

Thank you in advance for your response.

I have access and my account is being verified! I need an ID/passport, a photo of my credit card (with parts obscured according to the guidelines), and a bank statement! I already submitted my ID and received a payout! They just told me it's being processed! I can still make deposits.

Dear BenjaminB,

Thank you for your reply.

Could you please let me know if the casino has suggested that there may be an issue with the approval of certain documents?

Additionally, have you received any updates regarding the status of your most recent document submission?

Thank you in advance for your assistance.

Dear BenjaminB,

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, Lucia ([email protected]). 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,

Attila

Hello BenjaminB,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Green Casino DE,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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

Dear BenjaminB,

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,

Lucia