Mr Green Casino - Complaint Regarding Withheld Winnings and Lack of Response Mr Green

Dear customer,

We are reaching out from the Mr Green Claims Department. To proceed with resolving your issue, we kindly ask you to contact the Claims Team directly, of which I am a part, so we can manage your case as swiftly as possible.

We will be available in :

compla­int­s-i­nt@­mrg­ree­n.com

Unfortunately, with the information provided, we are unable to locate your account or process your claim. We appreciate your patience during this process.

We look forward to hearing from you soon.

Best regards,

Mr Green Claims Department

Dear Mr Green Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers and Mr Green,

Thank you for your response.

I have now emailed the Mr Green Claims Department directly at the provided address as instructed. However, I would appreciate it if we could continue communicating here as well, so that AskGamblers can monitor the progress and assist in resolving this matter transparently.

I remain available to provide any further details if needed and hope we can find a swift and fair resolution together.

Best regards,

< full name removed >

Good morning

We have received your complaint and we will handle your case from there.

Thank you for your patience.

Best regards,

Mr Green Claims Department

There's no update here..
They don't reply to my mails, or tell me what's needed...
Such a joke.

Dear Eowin

We are contacting you from the Claims Department at Mr Green. As previously communicated via email, there is a discrepancy between the email address registered on your account and the documents you have provided.

To resolve this issue, you have the option to send additional documentation or to contact us through the live chat available on our platform, where you can request to update your account address. Our Support Team will be happy to assist you throughout this process.

Please note that our Claims Department operates from Monday to Friday, between 8:00 AM and 4:00 PM.

We look forward to your response.

Best regards,

Claims Department
Mr Green

Well the Support Team on the site wasn't that much to help..
I have tried to explain to you guys, and you still don't listen?
Or come back with an response. All you say is ''We will take this further and get back to you with an update'', I really do wonder when this update is coming.

Without this AskGamblers Complaint I would still have been in the mail trying to get in contact with you.

Dear Eoin,

We are reaching out from the Claims Department at Mr Green. In order to resolve the current issue, we kindly ask you to provide proof of address via email. Acceptable documents include utility bills such as water, electricity, or phone bills that clearly show the same city as the one registered in your account.

Additionally, our Support Team can assist you through the chat if you upload the aforementioned document to update your account address.

Should you require any further information, please feel free to reply to this email. Thank you for your patience and cooperation.

Best regards,

Claims Department
Mr Green

Dear @eoinwayyy,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Mr Green Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers and Mr Green,

This is getting absurd.

For weeks, I’ve been sending every possible document you’ve requested – ID, selfie with ID, bank statement, and now again a proof of address that was already approved before.

Suddenly, now that I finally send a clear selfie with my ID, you invent a new reason to delay things – claiming that my proof of address is not sufficient? Seriously?

I have submitted an official Tax Review document issued by the Irish Revenue, clearly showing my name and address in the same city as registered. This is not some homemade paper – it's issued by the Irish tax authority. You can’t get more legitimate than that.

You already had that document. If it wasn’t a problem then, how can it be a problem now?

It’s very clear that this is just another delaying tactic. I’ve been patient long enough. Either verify the account and release my funds now, or I will escalate this to the relevant regulatory body and file a formal complaint against both Mr Green and AskGamblers for negligence and failure to handle a valid complaint properly.

Enough is enough.

Dear Eoin,

We are reaching out from the Claims Department at Mr Green.

Unfortunately, your submitted documents have been rejected for the following reasons:

Passport: Your hand is covering part of the information on the document.
ID: The details on the document appear blurry, making it impossible to read.
Therefore, we kindly ask you to provide the requested document again for verification purposes.

We look forward to your prompt response.

Best regards,

Claims Department
Mr Green

Dear @eoinwayyy,

The AskGamblers Complaint Team is kindly asking you to assist the Mr Green Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

So as I told AskGamblers, I have sent in all requierd docs...
So What's taking so long now Mrgreen?

Dear Eoin,

We are reaching out from the Claims Department at Mr Green.

Your documents are being reviewed. Once we have the approval we we will inform you accordingly.
Best regards,

Claims Department
Mr Green

Dear Mr Green Claims Department,

This is starting to become ridiculous — how much longer is this supposed to take?

You have rejected several documents that clearly meet all your stated requirements. You claim that my selfie with ID is "too blurry," but I have personally reviewed them, and I simply cannot provide anything clearer. What do you expect — that I hire a professional photographer to take a selfie?

The latest documents I submitted have now been pending for over 72 hours with no update. What exactly is going on?

I kindly ask that you stop delaying and review my case properly. This is unacceptable.

Dear Eoin

We are reaching out from the Claims Department at Mr Green. Please be advised that your documents are still under review by the relevant department.

We will contact you as soon as we have an update. We appreciate your patience during this process.

Best regards,

Claims Department
Mr Green

How can it take over 96 hours to reveiw a selfie with ID?

Hello?!?!??!

Dear Eoin

We are reaching out from the Claims Department at Mr Green to inform you that your documentation has been successfully verified. The restrictions previously placed on your account have now been lifted, and you are able to proceed with withdrawing the pending funds.

We appreciate your patience throughout this process.

This will be our final communication regarding your claim, and we consider it closed.

Thank you for your understanding and cooperation.

Best regards,

Claims Department
Mr Green

Dear @eoinwayyy,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Finally. Seems like I am verified, now I'll withdraw the money and see how long that will take to get approved...

Dear @eoinwayyy,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.