Mr. Green Casino - Player's account blocked after successful verification.

I decided to gamble with Mr. Green casino through its website given its high rating. On 2/10/23, I deposited 25 USD with a matching bonus of the same amount. While I was playing, I started the verification process, during which I sent my required documents via several emails to id@mrgreen.com. On 8/10/23, I received an email from atencionalcliente@mrgreen.es which theoretically confirmed the completion of my verification. However, I also received text messages asking me to send my documents for verification within a maximum period of 5 days. Since the messages contained a link that led nowhere, I decided to ignore them, especially since the confirmation of my verification had been emailed to me. During those days, I earned a total of 2107.95 USD, of which 402.87 USD was from the bonus. When a withdrawal is made, the bonus disappears, leaving 1705.08 USD of real money, which I proceeded to withdraw upon confirmation of my account verification. It's important to note that one can only withdraw when they have a verified account. Coincidentally, this was on the same day as the text message's deadline. Just a few hours ago, I received a text message stating that my account was blocked and asking me to send the documents if I wanted it to be unblocked. I have not received any email requesting additional documents. I am theorizing that they must have issues with their database as they contradict themselves between affirming they have all the documents and stating otherwise. I would like my account to be unblocked and my withdrawn money to be granted.

I managed to upload all the screenshots that I could, the rest are here:

The casino has unblocked my account, although at the moment they have not informed me why it was blocked in the first place, the withdrawal has been approved although with an electronic card, they ask me to wait a period of 5 business days. I will soon confirm whether the deposit is effective or not.

Hello Tokido,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr. Green Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Do you know which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The deposit has been made correctly within the stipulated time. With this I conclude the complaint, thank you.

Dear Tokido,

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,

Casino.Guru