The player from Germany has requested three withdrawals. All three of them have been delayed. The player received his winnings after contacting eCOGRA.
Mr. Green Casino - Player’s withdrawals have been delayed.
Amount: €1,750
Mr. Green Casino
Safety Index:HighSafety Index
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8.2
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Resolved
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RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I requested three withdrawals. Confirmation came by email, this should take between 1-5 working days (bank account)
1 amount: 445.50 euros
2 Amount: 415.80 euros
3 Amount: 891.00 euros
When there was still no deposit after the 5 working day, I asked the customer service what it looks like with the payment. They told me the payout was instructed but there are problems with my bank. Which of course I don't believe. I asked my Sparkasse about them, it's definitely not because of them.
I've been waiting for the response from Mr. Green's finance department for days now, but nothing is coming.
The customer service staff cannot tell me why it is better said everyone says something different and totally unfriendly.
I hope you can help me further. I am very disappointed and feel bullied.
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4 years ago
Dear Ala,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Could you please advise how many days ago you have requested the withdrawals? Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
Thank you for your prompt reply.
Regarding your question:
All three payments were confirmed by email after about 10 minutes, they were on:
April 30, 2020 Payout 1 and 2
01.05.2020: payment 3
To date, unfortunately, no payments have been made to my account.
If the customer service department asks again on Friday (08.05.20)
It said the payments were on the way.
For me, that means waiting, I can't do more.
Sincerely yours
Ala
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4 years ago
Thank you very much Ala for providing the necessary information. I will now transfer your complaint to my colleague Peter 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.
I truly believe it’s only a matter of time before you’ll receive your delayed withdrawals.
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4 years ago
Hello Ala,
I'm taking over your complaint. Let me ask you a quick question. Is the complaint about Green Casino or Mr Green Casino? I believe you mentioned Mr Green in the first post.
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4 years ago
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Hi Peter,
it is the Mr green Casino.
greeting
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4 years ago
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Hi Peter ,
how will it go on now?
I am sure that I will not receive the payments.
I've been waiting for almost two weeks now
1-5 working days were planned.
greeting
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4 years ago
Hi Ala, thank you. I moved the complaint to Mr Green Casino. I will now contact the casino and see what can be done.
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4 years ago
Translation
Hello everybody ,
Account statements have now been requested for the second time.
I already submitted bank statements on May 8th, 2020. Today I also submitted bank statements.
I think my emails are not even read correctly, automatic emails follow and they are always the same.
Slowly I no longer believe that my payouts will still come. They pulled me freezing cold over the table ..
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4 years ago
Translation
Hi,
small update,
On May 9th my three payments were confirmed again after I submitted an account statement which shows that no payment was received.
Then the same game again, no payouts were made.
So on May 15th I sent bank statements again. To date no deposits have been made to my bank account.
I am held up with the excuse that the money is on the way and it is checked why.
For me a clear fraud.
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4 years ago
Hello Ala,
Thank you for the update. I still haven't heard from the casino. I will send them a reminder of the complaint.
We would like to ask MrGreen 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
Hi,
After I contacted eCOGRA and submitted my complaint and all necessary evidence (unfortunately only in English), they opened a file and confronted the mr green Casino. The money was in my account three days later.
Thank you Peter for wanting to help me and thanks to the Guru casino.
Please change euro rating to mr green casino trying to fool people! Check out the reviews on trustpilot
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4 years ago
Hi Ala,
Thank you for the reply. I'm glad to hear that you eventually received your funds. We will keep your suggestion in mind. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
