Case Number - 01194285
Below you can find the transaction ID
Hello, My name is Miguel. The problem that I am facing is that I can't withdraw my money from Mr.Green Casino.
On Saturday November 19th I heard about this Casino and decided to register. I registered and the registration didn't ask me to provide any kind of documents. I deposited 50 Euros and started playing, I played blackjack and than roulette I lost these 50 Euros. After that with the same credit card I deposited 30 euros (I used my girlfriends credit card both times). I won approximately 735 Euros after depositing these 30 Euros. Than I clicked on withdraw the money, when I clicked the button it still didn't ask me any documents. I received the notification that the money will be transferred to my credit card within 24 hours. After this I had somewhere 35 Euros left on my account and I played with that money and lost it.
The next day when I checked my bank account I didn't have those 700 Euros, so I waited 24 hours because it said the money will arrive during next 24 hours. After this I decided to check my account and see whats wrong, so I tried to log in to my Mr.Green account and it told me that my account is blocked and I have to contact the support. I contacted the support and I was told to provide 3 documents that where Utility bill, ID and Credit card photos. I sent the documents the same day and I was told that they needed 24 more hours to review the documents. I was not receiving any answers from the support so after two days I contacted the support again and I was told that I have to provide evidence proving that the owner of the credit card agreed for me to use the card. They sent me the document I had to fill in, so I did what I had to do the same day and sent it, I even had to provide ID of another person who was not involved in this but who was a witness of me using the credit card with the permission of the owner.
Afterwards I received an email saying that they needed 72 hours for the payment team to investigate the case and send me the money but its the 5th day after I sent the documents and I still have not received my money.
I am really afraid I will lose my money!!!
Also I was recording a video while I was playing the roulette the video shows me winning the 700 euros. If needed I can provide.
I really didn't want to take this public but the problem is that it has taken too much time and I can't take it any more.
Thanks and I hope this problem will be resolved and I will make sure everyone knows how this will end. So I will post all the changes etc. here. I hope I will not have to affect your reputation in a negative way.