Mr. Green Casino ES - Player reports unauthorized transactions.

Hello, I am writing this complaint and initiating a dispute as I am seeking assistance regarding 3 transactions, each amounting to 100 Euros, which I did not carry out and were deducted from my bank card. Briefly explaining, I never had an issue with mrgreen before. After betting and making 10 deposits of 100 Euros, one of 22 Euros and another of 50 Euros, and losing all of them, I decided to quit playing and self-excluded myself. Two days after my self-exclusion, I found out that 3 charges of 100 Euros each were made to my card, which seems impossible since my account is blocked. When I tried to contact mrgreen with more than 6 emails, they responded by confirming that I only have 12 transactions and it's a matter I should discuss with my bank. This didn't make any sense to me. However, when I contacted my bank, they told me not to be fooled and that I have been charged 100 euros three times and I should file a claim. I've tried to communicate with mrgreen again and they asked me to send the information regarding the charges on my account. I did as requested, but no solution was given to me. I believe this is outright fraud as I never authorized these transactions, especially considering the authentication and authorization process always required when making a deposit from card using your bank. This is embezzlement and they have not resolved my problem. I need help to properly proceed with the relevant Spanish authorities.

Dear cdjcrawford1988,

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. Could you please clarify how you found out that your funds were transferred to this specific casino?

Is there any chance that someone you know gained access to your credit card (or other payment methods) and used it?

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Albertocho69,

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.

Hello, good morning, let me know that Mr. Green has returned the 3 operations correctly, thanks.

Dear Albertocho69,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru