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Mr Green Casino - Waiting for withdrawal for 10 days now

RESOLVED
Complaint Info
Disputed casino Mr Green Casino
Reason Delayed payment
Amount € 2500
Posted on August 15, 2019

Hello,

On the 4 of august i finally had a winning in mr green casino. I have an account for over an year and i got a big win, so i made a withdraw for 2500 and left 135 in the account for playing.

Within 5 minutes my account was suddenly shut down (blocked). I chat with customerservice told me i had to verify my account and inthe meantime the account was frozen.

I got an email after 10 minutes where i was asked to send multiple documents for verification. I immidiatly did. Including eveything from my wife because we are using each others bankaccounts.

I had to send 4 times documents before i got an email on 6 august that everything was received fine and the relevant departement was going to verify the account.

After 2 days i still didnt hear anything so i got in touch with customerservice again to hear whats going on. They told me the verification proces took more time because i used a bankaccount that was not in my name. True, its in my wifes name and i also send everything from here (ID, proof of adress bankcards etc).

That day i also send a bankdocument of our joint account with that bank. Beside the joint account we each have an account in our own names that we are using together. We transfere money to eachother weekley. I send the documents that shows that to mrgreen.

Today it is 10 days ago that i made the withdraw request and still didnt hear anything.

Can you please help me?

Melissa < surname removed >

Posted on August 19, 2019

HI MELISSA1986

Thank you for reaching out to us regarding your situation.

I would just like to acknowledge your message with us and this will be looked into for you very soon.

We will provide you with updates and information once this has been obtained.

Kindest regards

Charlie

Posted on August 19, 2019

Dear Melissa,


Thank you for getting in touch.


Firstly, I am very sorry for the length of time this is taking to resolve and for the inconvenience, this has caused.


For our verification of accounts, this is account specific so the documents requested may be different for different accounts based upon certain checks and processes so you are aware and not alarmed.


I am, however, more than happy to follow up on this for you and do our best to give you answer and hopefully get this resolved for you.

For this, if you could kindly send an email to our support custom­­er­s­e­rv­­ice­­@m­r­g­re­­en.com from your registered email and please title this Attention of Francesca. This way I can pick your case up personally and put a priority on this for you.


Feel free to inform myself on here once you have sent this so I can keep an eye out to check.


Thank you very much for your patience in the meantime.


Kind Regards,


Francesca

Posted on August 19, 2019

Hi Francesca,

Thank you for your reply.
I got an email this morning that the withraw was approved.

I am very happy to hear that. Now i will be waiting for the money.

If i dont have it in my bank within 3 workdays, i will contact you again.

Gr, Melissa

Posted on August 19, 2019

As i was typing my last respons i received the money in my bank!! For all the waiting for the withdraw the payment waa very fast!!

Thank you and this topic can be closed.

AskGamblers
Posted on August 19, 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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