The player from Sweden had been attempting to withdraw winnings of 56,000 SEK since October 2nd but faced ongoing delays and contradictory information from support. After multiple failed attempts and a lack of communication from the casino, the player's funds remained unprocessed. The Complaints Team was unable to assist further as the player did not respond to inquiries regarding account verification and transaction details, which led to the rejection of the complaint.
Mr. Green Casino SE - Player’s withdrawal is delayed and facing issues.
Amount: 58,000 kr
Mr. Green Casino SE
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
On October 2nd I ordered a withdrawal of winning funds in the amount of 56,000 sek and to this day I am fighting with support and receiving incorrect information. I have already made withdrawals before and after that date and I always had the money in my account within an hour. I understand that it may take a little longer but it has been up to date for two weeks now. Support keeps writing that there is nothing to worry about and the money will be in my account in 2-3 business days, it never arrived, then in 3-5 business days, it never arrived. After daily conversations with the chat they finally admitted that the transfer was rejected and tried to send it again on October 8th, it was supposed to be 2-3 days and still nothing. On October 14th it was sent for the third time and the chat still avoids me when I ask for confirmation of the transfer. Support no longer talks to me, does not respond to emails, a tragedy!
Public
Public
1 month ago
Dear piotrwojtyna90,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please confirm your account is fully verified?
- Were the transactions from the screenshot for 200 - 5000 SEK processed and reached your account?
- Were you advised to issue the withdrawal again, or in lower amounts? What steps does the casino recommend you take?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
