Mr. Green Casino SE - Withdrawal of player's winnings has been delayed.

I requested a withdrawal of 55150 SEK on Sunday 23/3 and only received 2000 SEK. The remaining amount has not been transferred to my bank account yet and MR Green rejected the withdrawal request because they believe they have not received all the necessary documents.

The whole process of the payout feels drawn out and Mr Green is coming up with new excuses. First it was a technical error and now they say it has to do with KYC verification even though I have already sent all the necessary information.

Dear achabi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear achabi,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

Thanks for your reply! According to Mr Green I need to resubmit documents because MR Green needs to use a different payout method.

I have ordered all the documents from my bank which will arrive tomorrow. Then I will send the documents to MR Green and I hope the payment will finally arrive.

I have now resubmitted all the documents. Everything has been uploaded correctly and I hope Mr Green will process the withdrawal.

Dear achabi,

I hope you're doing well.

Could you please let us know if there have been any updates regarding your verification since your last message? Kindly note that the full verification process can take up to 14 days, depending on the casino's procedures.

In the meantime, you’re welcome to forward any relevant communication between you and the casino concerning this matter to nikolas.b@casino.guru for further review.

We look forward to your response.

Kind regards,

Nick

Hello,

The verification process is now complete and Mr Green says they have sent the money.

Dear achabi,

Glad to hear that the verification is complete.

Please let us know once the money arrives to you or in case of any additional updates.

Regards,

Nick