Mr Green Casino SE - Player's account has been closed without reason.

I have played on mrgreen from o to for several years, also verified myself with both bankid and leg also account verification, now deposited with Revolut. Won 3700 kr made a withdrawal that was approved, then email about verification id documents? Despite submitted id documents, Revolut I can understand and unsure if I have submitted an account statement, pressed verification judge my surprise it says account closed, at the same time I received an email about verification I tried to verify myself and my Revolut, for a reason I do not understand closed account therefore I have emailed them for 5 days, of course I emailed all the information they required the same day within 1 hour, despite repeated requests, I do not get an answer nor have I received my 3700 despite it having been 5 working days what can I do now mvh weronica Johansson

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share a screenshot of the error you receive when trying to log in to your account?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts 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

I have emailed you, I have not received a response yet and my account is still closed, regards, Veronica *****

Thanks for your reply.

Could you also send the email you received from the casino asking you for documents for verification as evidence? Send it to my email at tomas@casino.guru

Has the casino since provided you with an explanation why your account was blocked and payout withheld?

Thanks in advance for your cooperation.

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

Dear Weronica,

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