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

Back in July MrGreen blocked my account. This was an account I had used for some 10 years. I don't care if they don't want my business anymore and had supplied all requested documentation in the past. But they do not respond to any communication and I have a balance in my account. They are making it impossible to reach my funds.

Dear felixallen33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

Please advise if your last winnings were accumulated with or without an active bonus. Which games you’ve been playing (live games, slots, or multiplayer)?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

I can confirm that no bonuses were used. I only ever played roulette and some sports betting at MrGreen.

Thank you very much, felixallen33, for your reply and email. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Nevertheless, I'd like to mention that if the issue will be sports betting related we will be forced to reject your complaint. We wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. 

Hello felixallen33,

I will assist you with the complaint from now on. I believe we will need the assistance of the casino in order to figure out what the issue is. I would like to ask the casino representative to join the discussion in order to help us resolve the issue.

Mr. Green Casino,

Could you explain why felixallen33's account was blocked and the remainder of his casino balance was withheld?

Thanks for your help

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino has just paid up and after 11 years decided to close my account for whatever reason.

Thanks for your input and helping me to retrieve my funds.

Hello felixallen33,

While I am glad your winnings were received, I have to tell you we don't object to casinos closing accounts without giving reasons to do so and consequently we'll consider your complaint as resolved. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.