Mr. Green Casino - Player's account has been blocked.

I won 2950 euros on my account that I've been using and deposited for in to for 2 years or more and they closed it because of a dormant account I don't even think was mine from over 4 years ago .

Hello shevlindarren730,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that there is a chance that you have had an active account in the past?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, shevlindarren730. Have you accumulated your winnings with or without an active bonus? Could you please advise if you have passed the verification before the casino blocked you?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

I accumulated my winnings with no active bonuses .and I hadn't fully verified my account I think I still had 2 verify my address. But I was using account for nearly 3 years. Thank you for lookin in to this complaint as I feel it was very very wrong for Mr Green to do this to a loyal customer as soon as I won a large sum

Thank you very much shevlindarren730 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi hevlindarren730 ,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr. Green Casino to the conversation to participate in the resolution of this complaint.

Thank you very much .I have been a member of Mr Green for a long time now and was very disheartened to have my winnings taking from me after been such a loyal customer who list a lot if money

We would like to ask Mr. Green Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi hevlindarren730,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the eCOGRA - alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gambling Commission (UK license authority) and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter