Mr. Green Casino - Player’s attempt to restrict her account has been overlooked.

Mr green let me gamble and lose my entire balance despite trying to withadrwal full amount of £7150 with all documents sent. 

I asked them to fully self exclude / time me out until I have fully got my withadrwal processed of £7150.

Despite them telling me that my account is now blocked and limited from playing on 21-01-23 I was still able to log in and gambled entire amount on 21-01-23 and when complained they are not responding.

They also owe me £150 which I made a withadrwal of on 21-01-23 and still they haven’t processed it’s been 23 days now

Faiza A***

Sent from my iPhone

Dear Fiza284,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I’m sorry to hear about your problem.

Do I understand correctly that you have never mentioned self-exclusion or gambling problem when communicating with the casino? Also, you have been informed that additional documents to verify your account in order to withdraw your winnings are required. Could you please advise if you have sent everything already?

I understand from the conversation that a withdrawal option was restricted but the account remained accessible, is that correct?

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 have provided the casino with everything al documents my ID bank statements proof of address. my account was meant to be completely restricted for 48 hours however mr green are not responding. I am fumed. I can attach more chat history

Have you mentioned gambling problem when communicating with the casino, please? If you wish to forward any additional relevant communication, my email address is petronela.k@casino.guru.

Dear Fiza284,

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.