Mr. Green Casino - Player’s account was blocked.

I asked a question about if I can lock in withdrawls like I can with casumo, and they "locked" my account with $429 CAD on it. Told me it will be reviewed be the required department. They wont reply to my emails and live chat says they cant speed it up. 

Dear Donald,

Thank you for contacting Casino Guru and letting us help you. I’m sorry to hear about your negative experience. The casino considers such issues to be responsible gambling cases. It may take some time for the casino to decide how to proceed. We will publish the complaint and contact the casino to see what their standpoint is. 

Best regards,

Peter

Alright, we are on week 2 with no response. Could really use the money for xmas

Still no response from the casino.. dosent look good I guess.

Hi Donald, 

I asked a contact person at Mr. Green for help, but she hasn't replied yet. I also tried to contact the casino's complaint resolution center, the only answer I received was: 

"If the customer would like to raise a complaint they can do this by contacting us directly and we will then help further."

I will try to remind the contact person the complaint is still on and let you know if there is something new.

Best regards,

Peter

Alright, I guess I'll let you know if anything changes. Thanks for trying guys.

Still have not been paid. Why do these guys have a perfect reputation lol

Hi Donald,

Thank you for the update. The casino has good reputation because it actually is a good casino. On the other hand, they refused to reply to your complaint and will therefore get black points. This will affect the overall rating of the casino. Since I wasn't successful, I recommend you to turn to the MGA (Malta Gaming Authority) and submit a complaint on their website. You can find the contact form here: https://www.mga.org.mt/support/online-gaming-support/. If you need help with filling the form, please let me know. 

Best regards,

Peter

Hi Donald, do we have any news?

Dear Donald,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.