Mr. Green Casino - Player’s struggling to complete the account verification.

Guten Tag. Ich habe seit langem ein Konto bei Mr. Green. Ich habe meine erste und letzte Auszahlung vor ca. 2 Jahre bekommen. Ich habe vor 2 wochen wieder gespielt und 2.290€ gewonnen. Ich habe eine Auszahlung angefordert mein konto wurde gleich gesperrt und heißt es dann Konto Verifizierung. Seit 2 Wochen schon schicke ich alle Unterlagen bzw Dokumente was die von mir verlangen und verlangt haben und es passt immer wieder was nicht. Manche Dokumente habe ich schon 2-3 mal geschickt und wird immer noch was verlangt. Die kommen aber wirklich zu Tief in die Privatsphäre da ich mich schon frage ob das alles wirklich was bringt. Habe schon Angst dadurch die schon vieles von mir haben und wer weißt was die dann mit alle meine Dokumente machen werden. Bitte um hilfe

Dear Anica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Guten Tag. Es tut mit mir leid dass ich so spät antworte , ich habe auf den letzten Antwort von MR. Green gewartet. Trotz alle Unterlagen was die verlangt haben und ich geschickt habe habe ich gestern eine E-mail mit Ablehnung gekriegt. Also mein Konto bleibt weiterhin gesperrt und ich komme nicht mehr auf meinem Geld zu...ich bitte Sie um Hilfe.

MfG

Danke

Thank you very much, Anica, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Anica.

I am sorry to hear about your troubles. It is looks like that one or more your documents were rejected by casino.

But we need to know more information for being able to help you.

I would like to invite the casino representative into the case.

Please explain to us why is Anica's account blocked.

Good afternoon,

If you can kindly send your complaint to our dedicated complaints team at int_second_opinion@mrgreen.com, we would be more than happy to assist you further and provide more information.

Kind Regards,

Mr Green Team

Anica, it looks like the casino wants to use their own complaint solving system first. I would recommend following their instructions. Please, let us some feedback if you make some breakthrough in your case.

ich habe dannach die Antwort bekommen mit Ablehnung und dass mein Konto geschlossen bleibt. umd MrGreen Abteilung war mit insgesamt 6 Punkten nicht zufrieden obwohl die alles bekommen haben was dir von mir verlangt haben.

MfG

Danke

It looks like that the casino doesn't want to solving the complaint on a public forum.

I would suggest contacting the regulator: https://www.mga.org.mt/support/online-gaming-support/

Please submit your complaint there. After you confirmed that you contacted the regulator, we will switch the complaint into status: waiting for regulator decision. When the regulator responds we will close the complaint based on their decision.

Anica, could you please confirm that you submitted your complaint to the MGA?

Guten Tag. ich habe heute die Beschwerde eingereicht.

Danke

Based on the last post, we are closing the complaint with the status: waiting for the regulator decision.

Anica, please contact me via email: matej@casino.guru or reopen the complaint when you receive a final answer from the MGA.

Hello Anica.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Anica,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.