Complaint #139 Mr Green Casino

Account Blocked When Winning £4k, Refund Declined

By Breezy19

7 years ago

I have had an account with Mr Green for around a month or so, I have deposited and withdrawn money with no problems throughout my time with them; my first withdrawel was for £792 which was in my bank account the next day which was impressive, I thought this was a great casino and continued to play with them.

Yesterday I won £4K after depositing £550, I went to log into my account this morning to see where the withdrawel was up to to find my account had been blocked, I spoke to Mr Green who advised my account was blocked due to multiple accounts ( I’ve never had another account) and that my deposits and winnings were not going to be paid out. Surely this is illegal? They pay it and take money perfectly fine until there is a substantial win and they block your account, surely my deposits at least would be refunded whilst we settle the case on this winnings?

I am seeking professional legal advice on this as I’m pretty sure this is against the law, like I said surely my deposits would be refunded as I have played numerous times without a problem until I have won a substantial amount of money and they don’t want to pay up.

Dan

Disputed Casino Mr Green Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Mr Green Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Mr Green Casino

• Representative

5 years ago

Good afternooon BREEZY19,

I hope you are well.

I am sorry for the issues you experienced with your complaint back in 2019, however please note that as the Terms and Conditions were breached, the final decision was reached.

Please see the T&Cs which were breached here:

2. OPENING A PLAYER ACCOUNT
2.5 By opening a Player Account you warrant and represent that:
2.5.3 you have not been excluded from gambling (e.g. Self-Excluded, blocked from the Site/services, Excluded in a National Self Exclusion Register);
2.5.5 you will provide accurate registration information when opening your account, which will include, at a minimum, your correct name, date of birth, your country of residence, your current home address, email address and personal telephone number;
2.6 The Player (including in this case any person applying to become a Player) must always provide and maintain valid, complete and correct information to The Gaming Operator. You must ensure that the information you provide is true, complete and correct, and is kept up-to-date.
2.11 You are not allowed to open or attempt to open a Player Account if you hold a Player Account which has been Self-Excluded with any of the following MRG brands: Mr Green, redbet, WinningRoom, Bertil, MamaMia Bingo.
2.12 You may only open one Player Account. If we have reason to believe you have:
2.12.1 registered and/or used more than one Player Account with us; or
2.12.2 colluded with one or more other individuals using a number of different accounts, we shall be entitled to deem such accounts as "Multiple Accounts" and treat them in accordance with clause 2.13.
2.13 We shall be entitled to suspend or close any Multiple Account(s). If we close a Multiple Account:
2.13.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Multiple Account will be void and forfeited by you;
2.13.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Multiple Account and, to the extent not recovered by us from the relevant Multiple Account, any amounts to be refunded to us by you in respect of a Multiple Account may be recovered by us directly from any other of your Player Accounts (including any other Multiple Account)

Kind Regards,

The Mr Green Team

AskGamblers

• Support Team

5 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Mr Green Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Breezy19

7 years ago

Mr Green,

You must understand my frustrations, I have heard this all before you just have to read the emails you sent to me saying ‘A full thorough investigation has taken place and we are not going to be paying your winnings’ you’ve already done a thorough investigation what more is left for you to do?

I’ve provided all documentation asked for promptly yet it takes you 6 weeks to actually realise I have done nothing wrong, I don’t understand? There must be a time limit on this it’s unbelievable.

Mr Green Casino Complaint Stats

Resolved 74 / 90

Avg. Amount $4,649

Avg. Complaint Duration 16 days

Avg. Response Time 2 days

Mr Green Casino Complaints

See all complaints for this casino

Withdrawal 601 EUR delayed

I won on 21.4.

Could not do the withdraw keep getting an error. Problem with wire transfer fixed,

I managed to withdraw on 29.5. Withdrawal kept pending until the agent suggested reversing; maybe it will help. It did not

Now withdrawal is pending from 14.5 till today.

Every day I am on the chat, still no solution.

Apparently, the payments team keeps reprocessing it, and it is not working.

I asked for a manual transfer, but they say it is impossible.

Account is verified, and I didn't use bonuses.

Unresolved

€601

Verification stalling issue

So the complaint is about verification issue. I've been battling with Mr Green casino for a month now and they are giving me empty promises. I have submitted all the documents needed for account verification, I've submitted them many times. Now they are stating that the documents are verified but they just need to update my account so I can do a withdrawal. They promised me 3 days ago that it will be done by that day, did not happen. Next day and the day after that they promised that they will prioritize this situation and it will be handled quickly, nothing happened. Today on 27th of may at 2.26PM they promised me that my account will be updated in a hour or two. I waited for 3 hours and nothing happened. I contacted them and got told again that my case will be prioritized and I will get updated again but I fear nothing is happening. It has been over a month already of this battle and I am very sick and tired.

I need to get my account verified so I can withdraw my funds of 727€

I have attached screenshots of the chats with Mr Green support.

Unresolved

€727

Rejected withdrawal and rude communication

Hello.

I would like to file a complaint regarding my withdrawal of 360.00 Euro’s.

From the beginning, I used skrill deposit method, and everything went super smooth. Once my documents were verified, i have requested a withdrawal no. 933624414947.

A day later, I received a reply that my withdrawal was rejected and my deposit method was blocked.

I have been requested to make a new deposit (why do I have to deposit more??) to create a new deposit route. Well, why I have to create a new route if at first hand all deposits were correctly taken? They ask me to deposit via Visa, but they do not allow me to do it. All my banks say that it's not the problem on the bank's end. Its the casino's end problem and it’s not fixing. Casino payment provider blocks it, and I do not have any deposit methods available anymore.

Moreover, the customer service person, Jane, was very rude. Closing down the chat without any further explanations or taken extra mile to solve the issues the customer is facing.

At this point, I'm completely lost and left hanging without any clear vision on how to receive what I rightfully own.

I demand immediate review and transfer of my funds to the original deposit.

Unresolved

€360

KYC delayed from 10th December 2025

I've deposited several times at this casino, and I never thought it would give me such a hard time. I've been trying to withdraw money since December 10, 2025. I've sent literally every bank statement I could find that confirms my address and shows the postal code, but they reject all the documents, saying they can't see the postal code, according to live support. They keep asking me to upload an electricity bill, even though I live at my girlfriend's house, so I have no way to provide that document. I've told support this repeatedly, but they keep asking for it and don't offer a solution. I have no other document to send them to confirm my address; I've already sent every possible one, and they've rejected them all. I've seen on AskGamblers that other players have the exact same problem as me, so I feel like they're just making excuses not to pay withdrawals. I'm turning to AskGamblers because I feel like they're the only ones who can help me. It's worth mentioning that I've sent repeated emails to I sent my documentation to [email protected], which is where live support told me to send it, and I've also called live support more than 5 times for help, but they haven't been able to help me.

Unresolved

$8,044

New details

Have been waiting for payment since 4th of september. Have sent copy of Id in 8th of october but when I contact them which I have Done about 10 times, they say I stand in line for id check. The last conversation I had today, they said I was in contact with them yesterday, but the last contact I had was on 19th of november. They answer the same everytime that I be in line for id but it's strange that it will take more than 2 months.

Last conversation was today and the chat told me to get i touch with [email protected] but misspelt address and when I told them I would get in touch with askgamblers he said - great happy for you. I'd had contact with them about 10 times and sent copies of them with the complaint.

Unresolved

Mr Green 5360 euro locked after KYC no reply from ID or Complaints team

Hello AskGamblers Team,

I am submitting this complaint regarding my Mr Green account, which currently has €5,360 locked due to a pending address verification.

On October 16, I emailed [email protected]
with a full explanation and attached all required verification documents (photo ID, selfie with ID, and proof of address). In that email, I clarified that I had mistakenly entered my father’s address during registration, but my official registered address is my mother’s residence, and I attached proof confirming this.

The same day I received an automated reply from Mr Green, confirming receipt of my message and stating that I would get a response within 72 hours. However, no one ever contacted me.

After 10 days with no reply, I sent a reminder email on October 26 to the same address.
Then, on October 27, I also contacted [email protected]
to escalate the matter — still without any response.

As of today, more than three weeks have passed, and my account remains restricted despite me having provided all required KYC documents and explanations.

I have also reviewed other complaints from customers on AskGamblers, and it’s clear that this is not the first time Mr Green has failed to respond to verification or payment-related issues within a reasonable timeframe.

Requested resolution:

Complete my KYC verification.

Unlock my account.

Release my balance of €5,360 immediately.

All documents and correspondence are attached below as evidence.

Evidence attached:

Email sent to [email protected]
on Oct 16 (with attachments).

Mr Green’s automated reply confirming 72h timeframe.

Reminder email (Oct 26).

Email to [email protected]
(Oct 27).

Copies of ID, selfie, and proof of address.

Thank you for your assistance in resolving this matter.

Kind regards,

Unresolved

€5,360

Ignoring verified player and withholding 5390 EUR in winnings

Dear AskGamblers Team,

I am submitting this complaint regarding Mr Green, as I have been waiting more than 12 days for a response regarding my verified withdrawal of €5,390.

All requested documents — including my ID (front and back), a selfie holding the ID, and my official Bank of Ireland statement showing my name and address — were submitted promptly.

Mr Green informed me by email that I would receive a response within 72 hours, but I have not received any further update despite several polite follow-ups to their complaints department.

This delay has caused unnecessary uncertainty. I kindly ask AskGamblers to assist in contacting Mr Green so that my verified withdrawal can be processed as soon as possible.

All supporting evidence is attached for reference.

Sincerely,

Unresolved

€5,390

Refusal to accept valid proof of address and ignoring communication

Hello,

I am filing a complaint against Mr Green Casino because they are refusing to process my withdrawal of €5,909.

On 23rd September 2025, I submitted a valid proof of address: an official PAYE Notice from Revenue (Ireland) which clearly shows my full name, address, and date.

Despite sending this document, Mr Green has not replied at all.

I have followed up with reminders on 30th September and 1st October, but still have not received any response.

This lack of communication is unacceptable. My account is fully verified apart from the address proof, which I have now provided. The document I submitted is a government-issued letter from Revenue, which should fully satisfy KYC requirements.

It feels like Mr Green is deliberately ignoring my case in order to withhold my winnings. The amount of €5,909 is being unfairly withheld without any explanation or justification.

I kindly ask AskGamblers to assist me in resolving this matter and ensure that Mr Green accepts my proof of address and processes my withdrawal without further delay.

Thank you.

Best regards,

Unresolved

€5,909

Mr Green not responding to account verification, withdrawal pending

I have been trying to verify my account with Mr Green in order to withdraw my funds, but the casino is not responding to my emails.

On 3 September 2025, I submitted my official proof of address documents (Revolut bank statement and First South Credit Union statement). I received no reply.

On 5 September 2025, I sent a reminder email, but again received no response. Despite multiple attempts, I still have no update from Mr Green.

This is unacceptable. The documents I provided are recent, valid, and issued by official financial institutions in Ireland. There is no reason for such a long delay or complete lack of communication.

Request:
I kindly ask AskGamblers to assist me in getting my account verification reviewed and approved, so that my withdrawal request can finally be processed.

Attached evidence:

Screenshots of my emails to Mr Green (showing submission and reminders)

Revolut bank statement (PDF)

First South Credit Union statement (image)

Unresolved

€7,113

Verified account first withdrawal approved second withdrawal of 3000 euro

Hello,

My account with Mr Green has been fully verified since August 26, 2025 (confirmation received by email). Shortly after verification, I requested two withdrawals.

First withdrawal (~€3500) – approved and successfully received on August 28, 2025.

Second withdrawal (~€3000) – submitted on the same day, but still remains pending for over 7 days without any updates.

I divided my withdrawal into two transactions to avoid any potential issues with my bank. The first payment was processed smoothly, but the second one has been left unresolved.

I have contacted Mr Green support several times via email, including directly to their Payments/Compliance team, but I have not received any explanation for the delay. Since my documents are already approved and part of my balance has been paid out, there should be no valid reason for withholding the remaining funds.

I kindly ask AskGamblers to assist in resolving this matter and help me receive my pending withdrawal of approximately €3000.

Thank you for your support.

Resolved

€3,000