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Mr Green Casino - Blocked account and confiscated funds few days after deposit, because my country became restricted

Complaint Info
Disputed casino Mr Green Casino
Reason Refund declined
Amount € 90
Posted on December 12, 2018


I had made deposits and withdrawals to Mr Green casino without any problems on August and September months. Then decided to play again on November 24 and made deposit of 100 Eur and there was not any warning messages that my country Lithuania is restricted and I no longer can play in Mr Green online casino, so deposit was made successfully. But it was not my day, so I decided after few hours of play, withdraw 90 Eur back, so my loses would be only 10 Eur. But after 3 days I didn't got any messages by email that my withdrawal were approved, so I went to Mr Green website and could not login to my account, because got message that my account is blocked. Then I contacted to support by live chat and chat representative told me that my account blocked, because my country is become restricted from playing at Mr Green casino and that my withdrawal would be processed in 24 hours. So I waited for another week and still didn't got any news about my withdrawal, I again contacted to support on live chat and got response that my case was forwarded to finance department and I will soon will get the answer by email. So the day after I got email that my remaining funds on account has been confiscated, because my country is a restricted territory, and therefore any balance has been forfeited.

So my question is how I violated the Mr Green terms if I could made the deposit and play on your casino without any warnings that I can't play any more at Mr Green casino, so I even could not knew that my account could be blocked with all fund confiscation and then after few days November 27 you blocking my account and forfeiting all remaining funds with explanation that I violated casino terms which on deposit day November 24 were not even existed, because if it existed, I supposed to find my account blocked on deposit day. And even if it existed, then the casino supposed to not accept the deposit or full refunded right after the deposit was successful. My account was fully verified so they knew what country from I playing, so their system supposed to not let me make deposit and play at your casino

So I think that Mr Green will withdraw or refund my funds, because its not my fault that I could make deposits and play at casino games without any problems or warnings, so how I could knew that I'm violating the casino terms, because when I registered on casino my country were not in restricted country lists, because I always read the terms and services to find out if I allowed to register at first. And then read the only bonus terms if there any promotion, because I thought that if there would be any changes to restricted country list, I would get instantly warning message that I no longer can play at casino, like it happened with some other online casinos like Casumo or Videoslots, where I got instant popup message that from now my account blocked, because my country become restricted.

Thank You

Posted on December 12, 2018

Dear MSI522

Firstly, thank you very much for the time you have put into your detailed message to us.

I am so sorry to hear of any disruptions or inconvenience in the above matter.
I am afraid we cannot disclosure or locate personal account information from here, however would urge you to contact our customer support team to look into this for you right away to help resolve.

Please title this email 'Ask gamblers' and I have passed on the information for someone to keep an eye out for this email expected to us to avoid any delays.

Unfortunately in regards to some Country restrictions this is likely due to legislation and licence needs which is out or Mr Green's control.
However, we will more than happily look into this and resolve for you so kindly send your email at your earliest convenience


Posted on December 14, 2018

Thank you.

I will ensure this is reviewed for you and that you are contacted back in regards to your query,

Many thanks.

Posted on December 16, 2018

I send the asked information to support and now waiting for answer

Posted on December 17, 2018


Thank you for the update. Our customer service team should review this for you accordingly.

Again thanks you for your patience and understanding.

Wishing you a great day!

Posted on December 20, 2018

Got reply, that need to send additional copy of documents, so sent them and now will wait for reply again

Posted on December 22, 2018

Hi again MSI522,

Great, thanks very much for your cooperation.

I will leave you in touch with our customer support who will help you with your query and account details.

Have a great weekend and all the best!

Please also note we are open all through out the holidays so feel free to email or Live chat with our customer support team for any of your queries.

Posted on December 25, 2018

Still waiting for the answer after sending the documents for approval of my identity.

Posted on December 28, 2018

Dear Mr Green Casino,

Please let us know if there's some update regarding this case.

Posted on December 30, 2018

Hi there MSI522,

Kindly note we cannot respond on here regarding your case.
You must go through the customer support channel as they will have your details and case number which we cannot discuss here. So for any future updates regarding your case please direct this only through our support channel.

A quick tip would be to call or pop on our Live chat from customer support if still waiting for any updates live.

Thanks and have a great new year!

Posted on January 2, 2019

Got response from Mr Green support, that they have refunded of my deposit to my bank account, so when will receive the refund will ask the Askgamblers staff to close the complaint as resolved.

Posted on January 3, 2019

Dear MSI522

Thank you very much for your update and patience though out.

I am very happy to see things are being resolved for you.

Have a great day ahead!

Posted on January 3, 2019

Dear @msi522,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on January 4, 2019


I received the refund, so the complaint can be marked as resolved. And Thank You Mr Green casino staff for cooperation.

Thank You

Posted on January 4, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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