Mr. Green Casino - The player struggles to verify his account.

MrGreen locked my account straight after I deposited €100 and haven't opened it since.

I gave them all the verification documents they asked for including my poa, my card and my passport and then a 2nd poa. They then asked for another image of my passport even though the first one was perfectly clear and hd. You can read every word and number, see every edge clearly. It is a perfect image.

They asked for the 2nd image to show a flash for some reason. I have sent several showing a flash and they are rejecting them all for no reason and not stating why.

Clearly it is their intention to never open my account or give me my money back and keep lying.

Hello caoimh36yr,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr. Green Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how long is the verification going on? Which documents have been already approved or is it just the passport missing? Did the casino ever specify why did they reject it?

Please send us the communication between you and the casino with the passport for further investigation to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

This has been going on since I deposited on 19th September 2021.

Every document they asked for has been verified. My Passport, my card images, my bank statement and then a 2nd proof of address which was my gas bill.

Then when they realised they verified all these and had to open my account they started asking for a new image of my passport (which was already verified) with a flash on which they've been rejecting for months now and refusing to respond to me for ages at a time.

Thank you caoimh36yr for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi caoimh36yr,

I've just reviewed your case and am very sorry to hear that you've been struggling with the verification of your documents for such a long time. I'll try my best to help you resolve it by contacting the casino.

I'd like to invite a representative from Mr. Green Casino to join this conversation and participate in the investigation of the case. Could you please specify any reasons for the player's passport verification to be rejected?

Best regards,

Natalia

We would like to ask the 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, we will close the complaint as ‘unresolved’.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Hi caoimh36yr,

Unfortunately, the casino hasn't reacted to our attempts to contact them and we cannot continue investigating your case, since it's quite complicated to resolve the complaint without cooperation from their side. As per our policy, I'm forced to close the complaint as "unresolved" now.

I'm sorry for not being able to help you more, but at least this unresolved complaint will make a negative impact on the casino's rating and other players will learn about your bad experience at Mr.Green from our review.

I hope that you won't come across any problem like this in the future.

Best regards,

Natalia