Mr. Green Casino - Spelaren kan inte ta ut sina vinster.

Hello CasinoGuru.

I created a MrGreen account on Thursday.

I have deposited DKK 1000, and was lucky enough to win DKK 2911 on odds.

- I chose to pay out all the money, - but the next day when I wanted to log in to look, I can see that my account is blocked.

Now I have received an email that I must submit some documents, such as passport, driver's license, credit card, bank statement, etc.

I have sent all this in their live support chat. The person in the live chat has forwarded it. - I received an email confirming that all the documents have been approved by them, - but have now been forwarded to you verification teams.

I don't want to wait several weeks for my money to be paid out. - Is it possible that this process can be accelerated?.

Etc. Emil.

Hej CasinoGuru.

Jeg har oprettet en MrGreen konto i Torsdags.

Jeg har indbetalt 1000 kr, og var så heldig at vinde 2911 kr på odds.

-Jeg valgte at udbetale alle pengene, - men dagen efter da jeg ville logge ind for at kigge, så kan jeg se min konto er blokeret.

Nu har jeg fået en mail på at jeg skal indsende nogle dokumenter, som pas, kørekort, kredit kort, kontoudtog osv.

Alt dette har jeg sendt i deres live-support chat. Personen i live-chatten har sendt det videre. - Jeg fik en email som bekræftede at alle dokumenterne er godkendt fra dem, - men nu er sendt videre til dig verifikation-teams.

Jeg har ikke lyst til at vente flere uger på at få udbetalt mine penge. - Er det muligt at denne process kan fremskyndes?.

Mvh Emil.

Hello berex311,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear berex311,

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.

The complaint will be now closed for the above mentioned reason.