Refusal to accept valid proof of address and ignoring communication

Dear AskGamblers Team, I am filing this complaint against Mr Green because my legitimate winnings have been withheld for over two weeks without justification, and a proven system error has not been resolved by the casino. Here is the exact sequence of events: 1. May 28, 2026: I registered my new bank account with Mr Green. Successful verification was explicitly confirmed to me by an employee in the live chat. (Previous deposits were made via paysafecard). 2. June 2, 2026: I requested a withdrawal and received confirmation via email with the withdrawal ID: 953353413115. My username is: < username removed > ID 844001556 3. June 2 to June 10, 2026: In the live chat, I was given the same standard phrases every day ("waiting for approval," "forwarded to accounting," "will be processed later today"). 4 June 11, 2026: I received an official email from the payment team. In it, they apologized for the delay and assured me in writing that the money would be in my account within 4–7 business days. 5 However, the status remained unchanged: The payout is still listed as "pending," and the "reverse button" is still active. Technically, the money hasn't even been sent. 6 June 13, 2026 (Saturday): After my complaint, a live chat employee officially admitted: "OMG, still haven't received it... the payout was re-initiated on June 11, but it seems to be stuck somehow. The money hasn't left the casino yet." She promised to forward it to the relevant department. 7 June 15, 2026 (Today): When I inquired again in the live chat, I was once again given the standard phrase "2–3 business days." When I insisted on being connected to a supervisor/manager to manually resolve the known system error, the employee ignored my request and simply ended the chat on their own initiative. Since Mr Green's email support is blocked for players from Austria ("We are currently unable to receive emails from Austria"), live chat is my only means of contact, but I am being blocked there as well. I have taken complete screenshots of every single step, every email, and every live chat (including the admission of the system error on Saturday and today's chat termination) and have attached them to this complaint. I demand that Mr Green immediately resolve the technical error in my account manually through a manager and finally pay out my rightful winnings. Thank you for your assistance.

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.

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.

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.

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.

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,

<full name removed>