The player from Germany is experiencing difficulties withdrawing his winnings. We rejected the complaint because the player didn't respond to our messages and questions.
Mr. Green Casino - Player’s withdrawal has been delayed.
Amount: €800
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
4 years ago
Public
Public
4 years ago
Translation
After a withdrawal was made on Tuesday, another should come out. With this one suddenly wanted a verification, whereby I was sure that I had already done one.
But that's not a problem. I uploaded the documents I needed and the next day I saw the verification being rejected after just 10 minutes because my ID was not accepted.
From here on I got suspicious as I used the same photos on every casino site. Brazenly, the ID card has been rejected several times, each time after a short time.
On Thursday I started writing customer service. I once again emphatically sent these people my ID documents with the question of what the problem was with them. I am not given an answer to this question, but rather the word "patience" 20 times.
After I was still not verified on Friday (otherwise a rejection always came after 10 minutes), I wrote to customer service again. This time without patience. As if waiting for it, they blocked my account. Another customer service representative assures me on the same day that my account is verified and that the money has been transferred manually. I should just wait patiently for an email.
It is now Saturday and Mr Green is not sending a sign of life. Something tells me it will stay that way.
It is obvious to me that payouts are being sabotaged here and that employees are part of a machine.
Mr Green are scammers and there are numerous sites with both better offers and more morally sound company policy.
Automatic translation:
Public
Public
4 years ago
Dear Konstantin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that this were your first withdrawal request in this casino?
Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
