The player from Austria had her account suspended because she had a second account. She was able to deposit and make withdrawals before the account got blocked. The player explained that her original account was inactive due to self-exclusion and she had created a new one after failing to get a response from the casino to reactivate the old account. After our intervention, the casino agreed to pay her an undisclosed amount. However, the payment was delayed. We extended the complaint resolution time and continued to monitor the situation. Eventually, the player confirmed that she had received the agreed payment. The issue had been resolved to the player's satisfaction.
Mr. Green Casino - Player's account suspended due to multiple accounts.
Amount: €700
Mr. Green Casino
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
6 months ago
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8 months ago
Translation
Hello, perhaps someone can assist me with this matter.
A few years back, I had created an account with MrGreen, but was no longer able to log in.
So, a few months ago, I decided to create a new account and have since made substantial deposits.
I also previously made a withdrawal without any issues.
However, when I recently attempted to withdraw my winnings, they suspended my account on the grounds of having a second account.
That's all well and good.. but it's a bit unfair that they accepted my payments for months and now, when I want to make a withdrawal, they block the account, withhold my winnings as well as my payments, right?
Automatic translation:
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8 months ago
Dear Eskimee,
Thank you for submitting your complaint. I’m sorry to hear about your problem. We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise why you couldn’t reopen your old account? Is there a possibility that both accounts were active simultaneously? Have you redeemed any bonuses when activating your recent account?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
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
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8 months ago
Translation
Hello,
No, the old account was no longer active or suspended due to self-exclusion a few years ago.
I wanted to have the old account reopened but got no response from Mr Green and opened a new one.
I made all winnings WITHOUT bonuses and always made a deposit.
Both accounts were linked to the same bank account.
And I must have paid in about 15 times with the new account before it got blocked.
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8 months ago
Thank you very much, Eskimee, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 in the near future.
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8 months ago
Dear Eskimee,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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8 months ago
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.
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8 months ago
Translation
According to the casino, they have agreed on an amount to pay me. However, that was weeks ago and no one can tell me more precisely.
Automatic translation:
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8 months ago
Dear Eskimee,
Similar processes usually take more time than usual. I am extending the timer. If the casino team fails to pay the agreed amount, I will close this case and help you with contacting the regulatory.
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7 months ago
Dear Eskimee,
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.
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7 months ago
Translation
Unfortunately, I still haven't received any payment or further information, although I was assured in the live chat about 2 weeks ago that I would receive an email in 2-3 days at the latest.
Edited
Automatic translation:
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7 months ago
Dear Eskimee,
please, could you confirm that there is no new information about the case?
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7 months ago
Translation
I received an email yesterday saying that the withdrawal has now been successfully completed. The money isn't in my account yet but I assume it will be in the next few days.
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7 months ago
I'm glad to hear that. I will extend the timer by 7 days. Please inform me once you receive the payment.
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7 months ago
Translation
I got the money. Many thanks for the help!
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6 months ago
Dear Eskimee,
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, Jozef
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