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Mr Green Casino - Stalling 700 Euro withdrawal


Complaint Info

Disputed casino

Mr Green Casino
Posted on November 30, 2016

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.

Posted on November 30, 2016

Thank you for your message, Miguel.

I hope my message is finding you well and you are having a great day so far.

My name is Leah and I am currently the representative on AskGamblers for Mr Green. I am the persons responsible to take on board all our players’ feedback and I also help assist our players with any complaints they may have in hope to assist further.

I would like to thank you for providing me your case number in your previous message. This information helped me locate the case in question to look into. I was then able to liaise with certain teams in Mr Green to work towards providing you an outcome.

I would like to confirm I have investigated your case thoroughly and I will respond to the registered email address we hold. I will not publically post my email here as it may show your personal details.

Please can you kindly check your email account at your earliest convenience to view my response. Please feel free to contact me back if you would like any further information from ourselves.

In the meantime, I hope you have a great day ahead.

Posted on November 30, 2016

I was very disappointed by the email I received today. I was told I violated their terms and conditions and because of that they will block my account and not pay the money. The thing I did wrong as they said was that while I deposited money I was on the territory of a country that is not supported. I just don't understand why did I have ability to deposit money, why didn't the site warn me that I will not be able to withdraw my money back (I know you will say that I had to read the terms and conditions before depositing but you know that 90 percent of the people and your clients don't read the terms and conditions). I find this very irresponsible.

I understand your excuse but as I said I am very disappointed in this casino. What makes a good casino good is that they pay back to their clients and don't try to find excuses not to do so.

I've played in many casinos both in life and online and none of the casinos that respect their name and clients would not do this no matter what.

Posted on December 1, 2016

Thank you for your reply today.

I hope my message is finding you well.

For security purposes please can you kindly check your email inbox at your earliest convenience. I have emailed you back my response privately as my reply mentions details on a payment method. I have provided an answer to all your questions in the email.
If you need any further assistance please of course feel free to contact us here in the office.

In the meantime have a great day ahead.

Posted on December 2, 2016

Considering all the information provided during the course of the complaints process, AskGamblers Complaints Team came to the following conclusions.

Player stated that he used credit card that belong to the third person, by that act he breached casino term #2.1.10

2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such debit and credit cards and other payment methods that are valid and lawfully belong to you;"

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

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