The player from Spain had his account suspended due to ongoing verification. This complaint got resolved after few days.
Mr. Green Casino ES - Player’s account has been suspended.
Amount: €200
Mr. Green Casino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I register on this page, the 1 as always is to send the documentation. In it I send a selfie of my ID and my face, a bank receipt and a paypal account
They reply to me that I send them the documents again
Selfie that they say I did not send it which is a lie
Receipt from the bank where it was more than 3 months they were right in that
and image of the card since it could only be deposited by card
all these documents are sent that morning
When I go to enter my account is blocked contact customer service
For chat they don't have
Telephone that Spain does not have
Mail after several mails do not answer
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3 years ago
Dear Juan Miguel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed and serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to block your account due to incomplete verification.
Could you please advise how many days ago you have started the verification process? Have you started it before placing any bets or you have any active balance already? Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I can understand the importance of the process but not your forms
Trust is important but it must be reciprocal
1 yesterday you did not answer a single email I have to come here to get an answer
2 due to a verification it is not a receipt to block an account unless something serious is suspected and I do not think this is the case
3 the documents are sent from the first hour and in the 1 verification it did not take half a day
4 although it is true that I did not include the photo of the card or a correct proof of residence due to my mistake, in this second it is all in order so I urge you to do the process now
If I sent the selfie, which you deny
In your answer I will tell you that the 1 I did was send the documents because as you say it is also in my interest that the casino has the peace of mind that it is a real and verified user
Yes, bets were opened later but I see no reason to block the account
Ok with disabling withdrawals
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3 years ago
Translation
By the way, the correct answer is that the account is blocked in the present, not in the past, since it is still blocked today
If you want to be a serious casino put a customer service would be
A chat that works
An efficient customer service and that we do not have to come to 3 pages to claim
I suppose that the other casino in Spain with a license about 44 will also be serious and has a chat or an email where they answer and a more agile verification process and that does not block a user without reason
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3 years ago
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At this time the account is still blocked and no response
Mr Green steals the money
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3 years ago
Thank you very much, Juan Miguel, for providing all the necessary information.
I’m sure you understand that I don’t work for Mr. Green Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.
I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Juan Miguel,
I looked at your complaint and will do my best to help you. I would like to invite Mr. Green Casino into this conversation. Can you please specify why did you suspend player's account?
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3 years ago
Translation
thanks villiam but they did not respond to me for your page and that says contact customer service
For years and been betting on different pages and knowing the
It is the 1 time that in a verification they block me like this
I understand that you cannot withdraw money and others but leave you without access with more than 300 euros between bets and money never won
And does not respond to a single email
For me, Green has robbed me, so if they do not answer, I will take legal measures and direct the case to the Spanish gambling department to have their license reviewed.
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3 years ago
Translation
A few moments ago, the MR green house was informed that action would be taken through the admirational and judicial way to claim the opening of the account
We understand that after submitting the required evidence
Selfie
DNi both sides
Photo of the card with which it was deposited
There is no room for more delays and much less the ineptitude of not answering a single email
To remind MR Green that in case the judge sees that the evidence presented verifies my identity as a user, all this time in which I was not allowed to access my account and the worst to my legitimate funds will be considered misappropriation
Recognized in criminal article 252 and articles 253
In its aggravated way with penalties of 1 to 6 years It is committed with abuse of the existing personal relationships between victim and fraudster, or this takes advantage of their business or professional credibility;
Since we understand that MR Green relied on his or her trust as a licensed sportsbook to illegally act in this manner
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3 years ago
Translation
Comment that the casino in which I am accused of accumulating balance just answered me
2 deposits each of 10o and 50 each, the two bet the totality plus another bet with the sado won
The best of all is that your sports welcome bonus invites you and your requirements are to make 3 deposits
Bets
• Register at Mr Green, accept the pop-up message on the screen, opt for the Welcome Betting offer and make the first deposit into your account for a minimum amount of € 10.
• Once a Welcome Offer has been selected, it cannot be exchanged for any other Welcome Offer option.
• Bet the amount of your first deposit on one or more bets on our website, with a minimum fee of 2.0 and you will receive a free bet amounting to 25% of the amount you have deposited, up to a maximum of € 25.
• Bets using the Cash Out option will not count towards qualifying for a free bet.
• You can repeat the same process with your second deposit (following the same requirements specified here for the first deposit) and you will receive a free bet amounting to 50% of it, up to a maximum of € 25.
• You can also repeat the same process with your third deposit (following the same requirements specified here for the first and second deposits) and you will receive a free bet for 100% of the same, up to a maximum of € 50.
• Each of the free bets will be credited to your account once the corresponding deposit has been made and the qualifying bets made in order to receive the corresponding free bet have been accepted and determined by Mr Green.
• This offer is valid only for new customers and the amount of the free bets cannot be used in other sections of Mr Green such as Casino or Live Casino.
• Free bets will be valid for 7 days in your account from the moment each of them has been credited, without you being able to use them after said time has elapsed.
• The total time to use the entire offer since it is accepted will be 30 days. The amount wagered on a free bet will not be included in the possible win if said bet is a winner, only the possible profit derived from it. You will be able to withdraw from your account any possible profit derived from your free bets provided that the conditions and requirements of this promotion are met and only after you have completed the process and have used the 3 possible free bets.
• This promotion is valid only for new Mr Green clients residing in Spain and will be valid until 23:59 hours (CET) on December 31, 2020.
• This promotion is limited to one per person, Mr Green account, address, email, IP address, computer or electronic device and telephone number.
• Mr Green reserves the right to cancel or modify the promotion for reasons beyond the control of the parties that may alter the circumstances that led to it.
• By accepting this promotion, you are confirming that you agree with the Terms and Conditions of the same set out here, as well as with the General Terms and Conditions of Mr Green.
We hope that sanity prevails in this broker to see that if they do not want a client to deposit 3 times that they do not ask for it in their offers
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3 years ago
Translation
After offering a real explanation and proving that they themselves have a bonus that their requirements force several deposits mr green to stop answering again
It is clear that verification is not a problem, since it has not been named at all
I urge the casino to apply common sense and not take this situation to court where they can do nothing but lose the case and give a bad image
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3 years ago
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In the end the reason prevailed and I can enter and bet normally
Review that I think the response times of the house are bad
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3 years ago
Dear Juan,
do I understand it correctly that your account is active now? Can I consider this case as resolved?
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3 years ago
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If it's resolved, it took a while but it was resolved
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3 years ago
Dear Juan,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
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