Mr. Green Casino - Player's loss limit ignored leading to a significant loss.

I was playing on Mr Green all day on September 6th. After making up for the previous day's losses and even winning a large amount, my game account balance stood at €30,000. At this point, I made the maximum withdrawal of €20,000 and another one of €10,000. I waited for a few hours, and because the previous withdrawal had come almost instantly, I asked about the status of the withdrawal and specifically mentioned that I felt I couldn't stop gambling, even though I wanted to, and said that was why I set a €100 per day loss limit, while the account balance was at €0 and two withdrawals were pending. I also said that this had to take effect immediately. The chat person told me that there were issues with my withdrawals and that they would take time. They did not comment on the restriction of the game account but closed the customer support chat in the middle of my message. All other conversations, approximately 10, only ended after several questions.

Since September 6th, I have requested a chat transcript from that time to get evidence that I asked for help, restricted my account, demanded its immediate activation, plus proof that after the first loss limit was set while the account balance was at €0 the gambling should have stopped when I lost €100. However, I had to cancel withdrawals and thought I could play because the account was restricted; nevertheless, I could continue to play until I had lost about €26,000. Only when about €4000 was left did the limit kick in and the withdrawals were successful without delay for that €4000. This is in violation of the Malta license regulations. If I restrict an account, explain why, and confirm the matter, it must function in the way I desire. Now they have not provided the chat transcript despite my asking five times. I have also reported this incident to the providers of the Malta license.

Was this action justifiable? What is the point of a loss limit if, in a certain situation, you decide that you want to lose a maximum of €100 of your funds, but you can gamble €26,000, and withdrawals are blocked when the balance is €30,000 while customer support ends the chat? Having this conversation would prove illegality, but that's why I haven't been provided with it.

I would now have €29,900 more because I had decided to stop gambling and also freeze my online bank as soon as the withdrawals came in for a few days until I could get my thoughts elsewhere.

Hello Pjp1983,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr.Green Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When exactly did you set the daily loss limit and do you have any proof that you've set it? When was the last time you spoke to the casino and what was it about? What did they respond regarding your complaint related to the loss limit?

Looking forward to your answer.

Regards,

Nick

I set a loss limit of 6.9, it was the first restriction I made, and in other casinos if the balance has been oe, the loss limit has come into effect immediately, i.e. I made this restriction between 18-20 when I had withdrawn 10,000e and 20,000e a little earlier in the evening and felt like I couldn't stop when I also played with another At the casino, somehow counting that I will get these withdrawals back into the account, however.

Around 18-19 6.9 I contacted via chat and they said that there are some problems with withdrawals, I said that I set a loss limit of 100e/day, I told this because I already know that it takes time to withdraw bigger wins because casinos know that 50% of players cancel withdrawals and play the funds back . I also said that I assume it starts from that moment because the game account balance was €0. I also told that I feel like I can't stop playing and that's why I made this request to them. Chat support closed this conversation almost immediately, even though the topic/conversation was completely unfinished, since then, with the exception of one day, I have requested a chat conversation from the above-mentioned period because it shows the acknowledgment of the problem, the setting of the game limit and confirmation that it starts from that moment. I am also told that there are problems with withdrawals for me, but before I had time to ask more about them, the chat support had already left the place really strangely, ending by saying that the matter was over, Deposits were about 4000e on 6.9 at 10 pm when I couldn't finish, I came back and after canceling the withdrawals, I assumed a limit preventing more than 100e losses. I lost 26,000e in a few hours, after that the limit worked. and after that the withdrawals worked automatically and I made two withdrawals of slightly less than 2000e and they were in the account immediately.

I made a withdrawal of €683 on 1.9, and I also received it almost immediately in my account, so I also knew that the problem with withdrawals is precisely when larger amounts are involved. I have identified myself at the casino during this summer with a driver's license, address, told a new e-mail because the mr green account was activated much earlier than this year and I only started using the casino again this summer.

I didn't use any bonuses, only real money, I haven't received any bonuses from the casino all summer.

I can access the chat every time, yes, they haven't been in any hurry to close the conversation since that 6.9 conversation.

I ask for this 6.9 chat conversation every time in the chat conversation and they always tell me that the request will be sent to a higher level. 5 days to process such a request, taking into account what the issue is, it is completely clear that mr green casino does not want to have a discussion where we talk about the loss limit, about not being able to stop playing and withdrawal problems. In that conversation, Casino's complete dishonesty is proven, the Maltese Gaming License also forbids such a thing.

Unfortunately, I didn't understand how to take screenshots of the 6.9 chat conversations, but the chat conversation comes from many casinos automatically to e-mail and delivering the conversation is a very easy task, so it's clear that they don't intentionally deliver a conversation that would go on to prove the point.

Here the casino replies that only chat conversations will be available after a month.

Today, September 12, 2023, I asked why you didn't help when I told them that I couldn't stop playing on September 6, 2023, and they said that the account should be closed if there are problems. I said that I am not playing now and there is no problem anymore, the problem was 6.9. A little later, the account was closed

Hello Pjp1983,

Could you please clarify if the loss limit was set by you manually within your casino account or you requested it through the live chat or other casino support? Once you did, was that loss limit visible anywhere that it is active?

I set the limit manually and also asked for it in the chat, when I told that I feel like I can't stop, they said withdrawals don't work and just ended the chat. I requested this chat conversation 18 days ago, they last answered yesterday that it may take 4 weeks to get it to my email. And they said that it's only been 12 days. I said it's 24.9. And I made the request on 7.9 and I put the screenshots in the chat and email where the requests were made on 7.9, but they didn't answer anything. In other words, they don't give a chat on purpose, because getting it would seem like they have broken the rules on purpose and the casino would no longer be reliable, the Maltese license issuer also doesn't allow this

Here I received a chat, the game account balance was 0e, so I manually set the first loss limit and double-checked from the chat that it is definitely working, so it starts from that moment. and the customer service representative said she would handle the verification. Why would a player ask for a restriction many times if he didn't need it, why didn't he get one, I think it's not really responsible as they say.

Then there was a link below, here you can also make a deposit after the border has been made. Three times I make sure that I don't play 30,000e, instead I change the conversation to the deposit limit, what do you do with it when there are 30,000e in withdrawal requests.

Casino says with a unilateral decision that it did nothing wrong. In other casinos without confirmation, the loss limit setting starts from the first one right away and if you count it, it starts from that moment as well, but they don't.

Hello Pjp1983,

Did the casino confirm setting the loss limit as based on the chat conversation, it was mostly about your withdrawal.

I made a loss limit when the balance was 0€, so I asked if it would definitely start from that moment. chat person replied don't worry i will check this for you. nothing else was done about it, so anyone would assume that it's fine and just setting a loss limit when the balance is 0e should prevent playing after a loss of 500e. Mr green casino closed my game account a week after this even though I didn't play at all after 6.9, the reason was that I told in the chat that I might not be able to stop playing. why are they closing my game account because of this request, because they are a responsible casino, however, they let me play 26,000€ first. the complaint is now being processed by the Maltese department. Hardly anyone will make a refund, but I hope that other players know how this particular casino treats its players and claims to be responsible at the same time. they are responsible as long as ´´when the player does not win BELIEVE THIS AND NEVER GO TO MR GREEN CASINO TO PLAY BECAUSE WHEN I WIN THE CASINOS DO NOT WORK AND I WAITED FOR 23 DAYS TO GET A CHAT DISCUSSION, THIS IS HOW THEY TREAT THE PLAYERS, THAT IS WHEN THERE IS A PROBLEM THE ANSWER TIME IS ALWAYS 3-4 WEEKS THIS IS HOW THEY TIRED THE PLAYER WHO CHOOSES

Hello Pjp1983,

Would it be possible to forward your e-mail sent to the licensing authorities? Did they respond anything?

Dear Pjp1983,

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.

They replied on 3.10 that if there is no right to complain, they will notify you within 30 days at the latest. If the complaint is taken up for consideration, it will be resolved within 90 days. There is still no message from them today 23.10.

Hello Pjp1983,

Please forward your e-mail and the licence's response to nikolas.b@casino.guru.

Dear Pjp1983,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.