The player from Sweden faced issues with two withdrawal requests, made three weeks prior, that were still processing. The casino cited technical problems and provided unclear communication despite assurances to expedite the process. The issue was resolved after the player confirmed that the casino had processed the payouts. The complaint was marked as 'resolved' in the system.
Mr Green Casino SE - Player’s withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: 10,800 kr
Mr Green Casino SE
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
The casino is not processing my withdrawal. The withdrawal has been on :processing: since Thursday. The casino claims they have technical problems on the chat. The casino is difficult to contact and when you reach the chat they say they will speed up my withdrawal but nothing happens. No clear communication from the casino. The withdrawal is requested via trustly and there are a total of two withdrawals I have requested, the first for 4000 kronor and the second for 6800 kronor
Have attached screenshots of the withdrawal request
Automatic translation:
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6 months ago
Dear Tega123aa,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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6 months ago
Dear Tega123aa,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
The casino has been paid out. You can close the case.
Thank you
Automatic translation:
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6 months ago
Dear Tega123aa,
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,
Veronika Fritz
Casino.Guru
