Mr. Green Casino - Player's active balance has been withheld.

I played at mrgreen Casino exactly 1 month ago, I used a bonus from which I got 100 free spins for the rectoonz game. I won about €25 on those rounds, after which I started to recycle. My amount currently rose to more than 900 euros and I started to monitor my recycling, when I noticed that the recycling amount was 18,000€, although in reality it should have been approx. 900€.

I went to the chat to ask about the matter, after which the recycling amount was corrected, and I had already completed my recycling, but the chat clerk had to take the money away from me to be checked, quoting his words, "to a higher authority", because the recycling amount was so wrong.

He promised that the money would be returned soon, by the next day at the latest. Now, 1 month later, I still haven't received my money (€840) back. I'm beginning to doubt whether I'll ever get the money in question. And through the chat, they can't do anything about it, and you can't get any contact information from them directly to these "higher authorities" so that you can ask them about it directly.

What should be done here? I couldn't bear to wait many more weeks.

attached are a couple of conversations I had with them, I've posted several messages but I haven't taken screenshots of all of them. You yourself have said that you wonder why it takes so long, when it is not a complicated repair.

Dear Rextone91,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history in Excel format along with any supporting evidence about your withheld balance to petronela.k@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Petronela

In Excel format, so does it have to be done on a computer?

there is no other proof of the withheld balance than the chat conversation where it is mentioned. It's also surprising that it doesn't appear anywhere in the history of the game

You could try requesting your entire game history from the casino. If you succeed, please forward it to petronela.k@casino.guru. Thank you.

Dear Rextone91,

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.

Unfortunately, we’re rejecting this case 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.