Mr. Green Casino - The player is requesting a refund of her deposits.

Dear CasinoGuru,

I issued a reclamation and a refund request of my net deposits after the time of 11th November 2022 from MrGreen as they have failed to act accordingly to Player Protection Directive.

I do have a gambling problem and as I’ve understood, when a casino notices that gambling problems are possible with a certain player, it must immediately take the necessary steps to prevent the case from escalating. In my case MrGreen has ignored all the indicators I’ve shown, and which indicators are mentioned in the Player Protection Directive.

On 11th November 2022 I had a problem with my deposit (30€) which took couple of days to appear on my account. I was in contact with MrGreens chat and told the staff twice in the same chat, that the money I depositted was my last remaining money, which is a huge communication-based indicator of my problematic gambling.

"So I have to wait for days my last remaining money" and

"I can not afford to wait for my last money I have because of problems and technical errors on your side"

On top of that I have shown various different indicators such as frequent deposits and wagers, the reversal of withdrawals and gambling my winnings back to MrGreen, the use of multiple payment methods etc. which are all mentioned in the Player Protection Directive.

Today I received an answer from MrGreen that they will not make a refund as they haven’t found anything that has indicated a gambling problem. They are also twisting my words that "in your case it can be understood as a meaning of that you don’t have time to wait for your deposit" - I never mentioned anything about the time, I clearly mentioned that "I can’t afford to wait for my last money" and that "I have to wait for days for my last remanining money"

Could you please help me with this, as MrGreen are trying to wash their hands out of this issue.

Thank you and Kind Regards

Dear DissapointedGambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that we can only help those players who requested the self-exclusion and had their requests ignored. Sadly, since you never requested account closure and didn't mention the gambling problem when communicating with the casino, I'm afraid we won't be able to help you.

If you feel that any procedures were neglected from the casino's side I can recommend contacting the Licensing Authority but please bear in mind that supporting evidence will be necessary if you file an official complaint.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Tomas

Dear DissapointedGambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.