Mr. Green Casino DE - Povlačenje igrača je odloženo.

I made a withdrawal of €150 to my PayPal account on January 30, 2025, but to date I have not received my money from Mr.Green. Emails are ignored. Contact is not possible.

Ich habe am 30.01.2025 eine Auszahlung über 150 € auf mein PayPal Account getätigt, doch bis heute habe ich mein Geld von Mr.Green nicht erhalten. Emails werden Ignoriert. Kontakt Möglichkeit nicht möglich.

Dear Sungoddess1506,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Green Casino DE.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Hello, yes I have already received a payout and it was problem-free. Yes, verification has already been done. And no, my winnings were not achieved through a bonus, but through a normal deposit!

Hallo, ja ich habe schonmal eine Auszahlung erhalten und das problemlos. Ja eine Verifizierung wurde schon gemacht. Und nein mein Gewinn wurde nicht durch einen Bonus erreicht,sonder durch eine normale Einzahlung!

Thanks for your reply.

When was the last time you were in contact with casino support regarding the issue?

Could you please share with me your communication with the casino regarding the reasons for delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I last received an email on February 18, 2025, and I haven't received anything since. Unfortunately, the email says absolutely nothing about why my payment hasn't been made?! Just a decision to delay your response to my email!

Am 18.02.2025 habe ich das letzte mal eine Email erhalten,seid dem nichts mehr. Leider steht in der Email absolut nichts,warum meine Auszahlung nicht getätigt wird?! Lediglich eine Entscheidung für eine Verzögerung Ihrer Antwort auf meine Email!

Thanks for your reply.

Could you please share your communication with the casino where you attempted to resolve the issue and the responses you received from the casino?

Please share this information with me via my email at tomas@casino.guru

I apologize for the inconvenience.

I have asked several times by email when I can expect my payment and whether there is a problem, but I have never received an answer to my questions. Just an email saying that my email had been received and that they apologized and that if the problem persists I should contact them again. I have done this several times, but have had no response to my emails at all!

Ich habe mehrfach per Email gefragt,wann ich mit meiner Auszahlung rechnen kann? Ob es ein Problem gibt? Aber nie eine Antwort auf meine Fragen bekommen. Nur eine Email das meine Email angekommen ist und sie sich entschuldigen,falls das Problem weiterhin besteht, sollte ich mich nochmals melden. Auch das habe ich wieder mehrfach gemacht,aber überhaupt keine Reaktion auf meine Emails!

Thank you very much, Sungoddess1506, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Okay, thanks. I hope to receive my prize soon. What happens next?

Ok,danke. Ich hoffe,das ich bald meinen Gewinn erhalte. Wie genau geht es jetzt weiter?

Dear Sungoddess1506,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr. Green Casino DE representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Yes, I am here, but I'm curious about the answer?!

Ja da bin ich,aber mal auf die Antwort gespannt?!

I understand! Yes, so am I. We will wait for the casino representative to make a statement.

Good morning Martina, I'm really excited to see if there will be a statement?!

Guten morgen Martina, ich bin gespannt wie ein Flitzebogen,ob eine Stellungnahme kommt?!

Dear Sungoddess1506,

I just wanted to let you know, that I have contacted the Mr. Green Casino DE outside of this tread as well, just to speed up the process.

But we still expect them to make a statement here.

Hello Martina, I'm very happy to comment here. I hope someone from Mr. Green takes responsibility for my case and gives us an answer as to why they aren't paying out my winnings or responding to emails!

Hallo Martina,sehr gerne kann ich nich hier äußern. Ich hoffe ja,das sich zu meinem Fall mal jemand verantwortlich fühlt von Mr.Green und uns eine Antwort gibt,warum Sie meinen Gewinn nicht auszahlen oder auf EMAILS reagieren!

Hello Martina, I wanted to ask if Mr Green has contacted you yet?

Hallo Martina, ich wollte mal fragen, ob sich Mr Green mittlerweile bei Ihnen gemeldet hat?

Dear Sungoddess1506,

Yes, Mr. Green Casino DE representative made some initial contact, however, no statements nor solutions have been provided. I wrote them again and requested cooperation, so I do hope they will respond.

When I have some information, I will let you know.

Thank you for being so patient.

Hi Sungoddess1506,

First and foremost, we sincerely apologize for the delay in our response. We completely understand how frustrating this situation must be for you, and we appreciate your patience.

Please rest assured that your withdrawal issue has been forwarded to our payments team for further review. They are currently looking into the matter, and we will reach out to you as soon as we have an update.

Thank you once again for your understanding!

Best regards,

888 Casino Support

Dear Support Team,

thank you very much for joining the tread and forwarding the issue to those who can give us more information or even help us to solve this complaint.

As soon as you know some updates, please, let us know.

Okay, thanks first of all. I'm really excited.

Ok danke erstmal. Ich bin wirklich sehr gespannt.

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’ which may negatively affect its rating.

Hi Sungoddess1506,

We would like to inform you that there is an outstanding payment of €25 that needs to be settled before we can proceed with your withdrawal request. Once we receive proof of payment, we will immediately notify the relevant team to lift the restriction and ensure the withdrawal process can move forward without any further delays.

Additionally, we have sent you an email regarding this matter. Kindly reply to that email with the necessary information.

Thank you for your understanding and cooperation.

Best regards,

888 Support Team

I don't really understand why I have to make a payment of €25? Does that mean I deposit €25 into my account and then get my €150 paid out?

Ich verstehe nicht wirklich, wieso ich eine Zahlung in Höhe von 25€ leisten muss? Das heißt ich zahle 25€ auf meinem Konto ein und bekomme dann meine 150€ ausgezahlt?

Mr.Green Casino, can you please help us understand?

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’ which may negatively affect its rating.

They emailed me saying they hadn't credited me with €25 that day. What I don't understand at all? If I didn't deposit anything, how could I play?

Die haben mir per Email geschrieben, dass Sie am Tag keine 25€ von mir verbucht haben. Was ich überhaupt nicht verstehe? Wenn ich nichts eingezahlt habe,wie konnte ich dann spielen?

Hi Sungoddess1506,

We would like to inform you that there is an outstanding chargeback of €25 that must be settled before we can proceed with your withdrawal request.

Our specialized team has already emailed you the details on how and where to send the funds.

Once the chargeback is settled, your withdrawal will be processed accordingly.

Best regards,

888 Support Team

That means I pay 25 € and get my 150 €,??,

Das heisst ich zahle 25 € ein und bekomme meine 150 €,??,

Hi Sungoddess1506,

Yes, the chargeback must be settled first before we can proceed with your withdrawal.

Kindly respond to the email sent by our specialized team with the proof of payment once the amount has been settled. This will allow us to forward it to the appropriate team for review and ensure your withdrawal is processed accordingly.

Best regards,

888 Support Team

Dear Sungoddess1506,

seems that Mr. Green Casino explained it all in the email that was sent to you. Feel free to forward that email to me at: martina.b@casino.guru

Ok, I'd be happy to.

Ok mache ich gerne.

Dear Sungoddess1506,

There has been "outstanding chargeback of 25€". Did you do any chargeback or did you get any message from casino regarding that 25€ deposit, which casino is now demanding?

No, I did not receive any message about a chargeback from Mr Green

Nein ich hatte keine Nachricht über eine Rückbuchung ,von Mr Green

If I knew when the chargeback occurred, I could at least verify it. But unfortunately, I don't have an exact date!

Wenn ich wüsste,wann die Rückbuchen gewesen wäre,dann könnte ich es zumindest überprüfen. Aber ich habe leider kein genaues Datum !

I see.. Can you maybe check the deposit history? Because it seems that there was a deposit of 25€ made by you, which it could have failed while getting into your casino account..

Sungoddess1506, could you please check it out?

Mr. Green Casino, could you please give us some more information about the chargeback?

Thank you guys for cooperation

I would need the exact date of the €25 chargeback so I can check it!?

Ich bräuchte bitte das genaue Datum von der Rückbuchung der 25 € dann kann ich es überprüfen!?

Too bad I wasn't told when the chargeback occurred?!

Schade, dass mir nicht mitgeteilt wird,wann die Rückbuchung gewesen war?!

Dear Sungoddess1506,

Yes, I know.. that can be frustrating.. however, I would like to kindly ask you to send me the bank statement if possible and also the transaction history in your casino account, that way we find it, compare and know for sure.

But If you can locate it yourself, you can send casino 25€ and just expect the 150€ to receive.

Let me know please how you decide

If I knew exactly how to transfer €25 via online banking, I would do it and hope to get my €150!

Wenn ich genau wüsste, wie ich über Onlinebanking 25 € überweisen kann,dann mache ich das und hoffe meine 150 € zu bekommen!

Dear Sungoddess1506,

the casino representative didn't specify that the money needs to be sent via online banking, did they?

Mr Green Team, can you please help the player to manage sending 25€ , as you mentioned earlier?

Hi Sungoddess1506,

I hope this message finds you well.

First and foremost, please accept our sincere apologies for the delay in addressing your concern. We understand how frustrating it can be to wait for a resolution, and we truly appreciate your patience.

Upon reviewing your case, I’d like to kindly remind you that we sent you an email on March 31 with detailed instructions on where you can deposit the amount of €25. However, it seems we have not received a response or confirmation from your side since then.

To move forward and resolve this matter as quickly as possible, we kindly ask you to ensure the following:

• Please deposit exactly €25, as specified.
• Once the transaction is completed, please send us the proof of payment by replying directly to our email sent on March 31 and uploading the document as an attachment.

As soon as the payment is received and verified, we will, of course, proceed right away with lifting the restrictions on your account.

If you have any questions at all or need support at any point, we're more than happy to help.

Please don’t hesitate to reach out.

Kind regards,

MRG Support Team

Dear MRG support team,

I would do it immediately if I knew exactly what I had to enter via online banking. There's a lot of data in your email!

Liebes MRG Supportteam,

Ich würde es sofort erledigen, wenn ich bitte genau wüsste, was ich alles über Onlinebanking eintragen muss? Da steht sehr viel an Daten in ihrer Email!

Dear Martina, I just sent you an email. Perhaps you can see through it?

Liebe Martina,ich habe Ihnen gerade eine Email gesendet. Vielleicht blicken Sie da durch?

Dear Sungoddess1506,

thank you for email.

What you need to do is to make international transfer. That is why the Mr Green Casino gave you so many details.

If that is something that you have never done, the best thing you can do to contact your bank and ask them how can you make an international transfer in different currency.

They will tell you exactly where to submit all the information casino has provided.

Usually the most important numbers for international transfer are: Swift code, Bank number code, Account number.. the rest are just names and addresses, there will be fields for entering those information too.

Please let me know if you managed to send it.

Ok I'll take a look and let you know

Ok ich schaue es mir mal an und sage Ihnen Bescheid

If I have to transfer €25, do I have to transfer 28.43 in dollars since Mr.Green is based in Malta?

Wenn ich 25 € überweisen soll, muss ich dann in Dollar 28,43 überweisen, da Mr.Green ja in Malta sitzt! ?

You know, I wouldn't count the exchange rate myself, because it can change.. And since they need exactly 25 USD, I would make sure to tell the bank that the recipient needs to receive 25 USD. And the bank will count in automatically, so it´s correct. (At least that´s what I think). You better check with your bank.

Thank you

But the email says 25 €

Dear support team, please could you please tell me what I should transfer, dollars or euros?

Aber in der Email steht 25 €

Liebes Supportteam bitte würden Sie mir bitte sagen, was ich überweisen soll,Dollar oder Euro?

I am so sorry I confused you! Do it please in the currency stated in the email and as I have suggested before, you have to make sure they receive the exact amount.

Please let me know how it went. Thank you

Hello, I have just transferred the money and am sending you the proof via email.

Hallo ,ich habe soeben Überwiesen und sende Ihnen den Nachweis über Email zu.

Wonderful! Thank you Sungoddess1506 for letting me know.

Now, please Mr. Green representative, let us know when you receive it and you send the player her money.

Thank you

Hi Sungoddess1506,

Could you please provide us with a screenshot of the payment and attach it to the email sent by our specialized team? This will help us review the case more efficiently, as we need the proof of payment to proceed further.

We appreciate your cooperation and look forward to resolving this for you soon.

Kind regards,

MRG Support Team

I have sent you the proof of payment via email. Please check if it has arrived.

Den Zahlungsnachweis habe ich Ihnen per Email zugeschickt, bitte um Überprüfung ob er angekommen ist?

Hi Sungoddess1506,

We will coordinate this with our specialized team and will update you as soon as feedback is provided. We appreciate your patience and understanding in the meantime.

Kind regards,

MRG Support Team

Thank you Mr. Green Team, for the update. Should you have any news, please let us know.

Dear Sungoddess1506 when you receive the money, please let us know also.

Thank you guys

Hi Sungoddess1506,

As per our team, we have not received any screenshot of the proof of payment. Kindly provide the proof of payment so we can check this with our specialized team.

Kind regards,

MRG Support Team

Dear Sungoddess1506,

please go ahead and upload it here as an attachment.

I'll label it as sensitive, so only you, the casino, and I will have access to it. It will be hidden from the public, ensuring that all the sensitive information remains secure.