Locked my account and refused to refund the remaining balance

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>

Hello,

I am filing a complaint against Mr Green Casino because they are refusing to process my withdrawal of €5,909.

On 23rd September 2025, I submitted a valid proof of address: an official PAYE Notice from Revenue (Ireland) which clearly shows my full name, address, and date.

Despite sending this document, Mr Green has not replied at all.

I have followed up with reminders on 30th September and 1st October, but still have not received any response.

This lack of communication is unacceptable. My account is fully verified apart from the address proof, which I have now provided. The document I submitted is a government-issued letter from Revenue, which should fully satisfy KYC requirements.

It feels like Mr Green is deliberately ignoring my case in order to withhold my winnings. The amount of €5,909 is being unfairly withheld without any explanation or justification.

I kindly ask AskGamblers to assist me in resolving this matter and ensure that Mr Green accepts my proof of address and processes my withdrawal without further delay.

Thank you.

Best regards,