Mr. Green Casino - Player’s withdrawal has been delayed.

Hi! On October 28, 2020, I won a jackpot in the game "Divine Fortune" worth 172,000 thousand Danish kroner. After collecting the jackpot, I had a total of 185,000 thousand Danish kroner in my gaming account. I started the payment to my bank account of 175,000 Danish kroner. Payment was not processed, I was denied, the money was returned to the gaming account. No explanation, no notification in my inbox. In the meantime, I continued to play, stopped playing, and started making two more payments to my bank account. My payments were declined without prior processing, or possibly required account verification. Much later I started another payment with much lower amount, 20,000 thousand Danish kroner, which was processed and the money was collected on my bank account. The only response from their computer system was an email asking me to play responsibly because my activity on my gaming account alerted their system. By not paying the required amount, I was put in an ungrateful position for not taking advantage of the jackpot that was won. By following the reports, I consider myself wronged by their payment system and I ask for an amicable solution to this injustice. I am asking for an answer to my complaint and I am willing to wait for the period stipulated by law. In case of unfavorable solution, I will contact the Danish competent authorities with my complaint.

A good day!

Regards Alin F***

Dear Alin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. This often happens that until the player verifies his account, he can withdraw only a part of his winnings, or cannot withdraw anything at all.

Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Afr1kaK0rps for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask Mr. Green Casino to joins us and help us resolve the player's issue.

Hello, I want to come back with some additions in my case, so that all the details of the problem are known:

1. At the time of winning the jackpot I had accumulated in the game account the amount of 185000 dkk, approx. 29638 usd.

2. I initiated a payment to my bank account in the amount of 175000 dkk, which was not registered, the money being reported in my game account.

3. Shortly afterwards, I initiated two more payments to my bank account, one worth 100,000 dkk and the other 75,000 dkk. Both not being registered and the money back in my game account.

4. Having the amount of 185000 dkk in my game account, I continued to play and lose the money, until I decided that the last money in the account, the amount of 20000 dkk, should be transferred to my bank account. The amount was registered, processed and transferred to my bank account within a few days.

5. On 12-02-2021, I filed a complaint against the online casino operator Mr. Green Dk at the Danish Complaints Office.

6. The complaints office set up a telephone meeting between me, the casino representative and the office itself, the office acting as a mediator.

7. I received two emails from the casino's customer service, dubious in my opinion.

8. I asked the customer service, in the online chat, about one of them and they suggested me to ignore them.

9. I want to ask and also ask for support for some advice regarding the amicable resolution of the complaint.

Thank you and I wish you much peace!

Dear Afr1kaK0rps,

We still haven't receive any answer from the casino yet. We await their explanation too on the case and why was your higher withdrawals rejected without any notice.

We haven't receive any answer from the casino yet. Please note, if we won't get any respond within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.

The complaint will now be closed as unresolved as the casino did not respond to us. I'm really sorry that we could not help you more with your case but as the casino is unresponsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru