The player from Sweden is experiencing difficulties withdrawing her winnings due to ongoing verification. The case was reopened in order to learn the outcome from the regulator; however, the player ceased responding.
Mr. Green Casino - Player’s struggling to complete the account verification.
Amount: 2,000 kr
Mr. Green Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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3 years ago
Translation
The verification was impossible to carry out. All the time in their eyes invalid documents. Then if after a number you received an approved document, they wanted another new document ex skrill etc. that you never used. Now we have come after 4 weeks to the swish which should be documented with various normal things + a bit unusual such as email address on the swish ?? Talked to the bank and they just sighed and said this is only getting worse and worse. They brought out the best they could with the name of the bank me the payment to Mr Green and then I sent it in and thought in my foolishness that the bank's information would suffice. But then I was kicked out of the casino without warning. I have never had problems like this with other casinos. My question is is this a serious casino? Can you do something for them because it turns out that there are very many customers to whom they do not pay the profits.
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3 years ago
Dear Teravat,
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 informed 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
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3 years ago
Translation
All documents that I send are approved at best after a lot of if and men. Lastly they hook up on swish. Have sent think 4 times proof with bank my name account number etc. The last time I did that they threw me out without warning. customer service and received different answers. We are two in the family who play with different logins on different accounts with Mr been if that's what's haunting so why not talk about it. last call I was told to wait as everyone was at a special department. Looking at the reviews that this is not unusual to drag out the time on the winnings. We have won on games with them and then think that it is reasonable that they pay out the winnings.
mvh Teravat
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3 years ago
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TeravatSweden
2021-04-15 22:27
All documents that I send are approved at best after a lot of if and men. Lastly they hook up on swish. Have sent think 4 times proof with bank my name account number etc. The last time I did that they threw me out without warning. customer service and received different answers. We are two in the family who play with different logins on different accounts with Mr been if that's what's haunting so why not talk about it. last call I was told to wait as everyone was at a special department. Looking at the reviews that this is not unusual to drag out the time on the winnings. We have won on games with them and then think that it is reasonable that they pay out the winnings.
mvh Teravat
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3 years ago
Thank you, Teravat, for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your family member share any of the following: household or email address, telephone number, same payment account number, IP, or device? Was any of the accounts successfully verified in the past? Have you redeemed any promotional offers?
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3 years ago
Thank you very much, Teravat, for your reply. Do I understand correctly that you both have received payments in the past from this casino? Could you please advise if you, or your wife, have profited from any promotional offers?
I have checked the general terms and conditions, and this is what I found https://www.mrgreen.com/en/terms-and-conditions:
"7.15 Any bonuses and/or bonus spins can only be used once by each household, family, address, e-mail address and IP-address."
Looking forward to hearing from you.
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3 years ago
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No promotions Do not like that Never use bonus e.g.
mvh Uffe / Tevarat
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3 years ago
One last thing please, could you clarify what you meant in your previous comment by: "Since I was suspended I can not check the history of my withdrawals."?
Have you received any successful payments from this casino in the past?
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3 years ago
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oj was weird What I mean is if now when I'm off I can not check my history, So I can show all transactions for you.No larger sums as far as I remember, but a couple of thousand is probably what it's about most and best.
mvh teravat / uffe
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3 years ago
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Yes we both have played on Mr Green and won
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3 years ago
Thank you very much, Teravat, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
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3 years ago
Hello Teravat.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Good morning,
I hope this message finds you well and sorry to hear you have been experiencing issues.
In order to help you further please can you kindly email our dedicated team on int_second_opinion@mrgreen.com so that we can assist you and guide you further? Once we receive your email your complaint will be prioritized.
Thank you for your cooperation.
Kind Regards,
Mr Green Team
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3 years ago
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Hi Nothing happens. In the waiting times. Have taken a break now but that can not stop MR green from responding
when it got the highest priority (hmm)) As I see it, it will probably take time. Check the email every day.
Not cheap that their customer index is so low Very dissatisfied 34% speak for themselves. Hope they can end this matter in a good and honest way.
MVH Tevarat / Ulf
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3 years ago
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Hi. Nothing has happened If this is the highest priority then I wonder how fast it goes
in ordinary cases. Feels like there is no interest in solving this.
We get, as MR Green says, to be patient.
Uffe / Tevarat
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3 years ago
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No response from mr green, which was not expected either. Talk about customer service.
How can you move on with these jokers?
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3 years ago
Dear Mr. Green Casino team.
Thank you for your cooperation in this case. Please, could you react?
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3 years ago
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No answer from MR Green They have probably put it all down. Do not understand how you are allowed to conduct business in Sweden when you deceive your customers who they seem to have put in place.
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3 years ago
We would like to ask the Mr. Green Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
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How can mr.green be considered serious? They completely ignore the answer. First you steal money then you preach how good you are. Damn which casino.
Oj got an answer today 18-5 from mr green.Encouraged to get in touch with their chat Have probably chatted countless times with them and get basically the same answer Have patience. The matter is in another department. they would have liked this case to have been resolved for a long time. As I see it, this is a very bad Casino. same behavior.
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3 years ago
Dear Teravat.
I am very sorry but we’re not able to proceed with further investigation. Since Mr. Green Casino usually do not resolve complaints publicly I would like to suggest you contact the regulator. I will gladly help you with it. Are you interested?
When the regulator decides we will close the complaint accordingly.
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3 years ago
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Then we do so Do not think they should get away. They need to have a snap on the nose
mvh Uffe
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3 years ago
Hello Teravat.
Thank you for confirmation, I am going to reach you at your email address with further information.
I am closing this case as 'Waiting for decision of regulator'.
Best regards, Jozef
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1 year ago
Dear Teravat,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,Jozef
