Reclamo #326 Mr Green Casino

Mr.Green Casino - Constant verification needed

Da rick s.

3 anni fa

I have been with Mr Green since around 2016

many times Mr Green has asked me to provide verification of master cards over and over again which I have done

now Mr Green is asking again this time with bank statements that include iban swift code and BIC code

so I sent them pictures of my online banking that clearly show mr green deposits and I got a paper statement from my bank that cost me $5

but none of the statements I have access to contain iban or swift codes all bmo because if it is googled how do I find bmo swift code bmo code for Canadian dollars is bofmcam2 and they are all the same in Canada so they don't put them on bank statements

which makes it impossible to send pictures of statements containing these codes

also have asked me to withdraw through mastercard card since that is the way I deposited on occasion

(no one can deposit onto a Canadian credit card except the owner of the card only refunds can be made from somebody other than the owner making it impossible to withdraw to canadian bmo mastecard

I cleared all this up yaers ago and theres supposed to be a message on my account at mr green to make all withdrawls through bank transfer

I was told by Mr Green to make all my withdrawls through bank transfer as you can see in these emails

##- Please type your reply above this line -##

Fabian (Mr Green)

Sep 19, 14:22 CEST

Dear Richard,

Thank you for your email.

I hope this email finds you well

You can now withdraw to your BA **0167 because we got the rebound that your credit card is not able to accept withdrawals.

Sorry in the name of Mr. Green for the complicated issue but unfortunately this is the process that we had to do before. :)

If you would like any further help from our Mr Green Team, please kindly contact us back and we will try our utmost in helping you further. We offer 24-hour live support to all our players so rest assured we are here for you if you would require any assistance.

I wish you a lovely day ahead!

Fabian‍

Bex (Mr Green)

Aug 10, 13:10 CEST

Dear Richard,

Thank you for your email today. I hope this email finds you well and thank you so much for your patience while waiting for my response.

Congratulations on your withdrawal, to begin with!! Well done! :)

First of all - Please allow me to apologize for the problem here. And having the same issues come up several times.

I can now, certainly assure you this will not happen again, and I have now very very clearly noted in your account that Mastercard is not available for withdrawal and that all withdrawals should be approved to your bank.

Please be advised - I have now - as a matter of urgency - spoken with the payments team for you, and can confirm your withdrawal has now been approved and is currently on its way over to you. this should reach your account within 5 business days!

If you do have any issues with this however, please feel free to come and chat to me personally - and i will be happy to solve any issues you have.

Once again, apologies, and I wish you a lovely weekend.

I wish you a lovely day ahead!

Rebecca

Casinò contestato Mr Green Casino

Motivo Problemi di verifica

Importo $600

acefishing

• Canada • 2 Recensioni

3 anni fa

ok i received an email from mr green asking me to please try my withdrawl again as it did not go through
are you kidding me
so i went to try withdraw and options are paramount which i dont belong to and bank transfer which they already have all my info that i have sent on more than one occasion they have sent withdraws many times i have only been able to withdraw the same way since 2016
(through bank transfer)
but its asking for all bank info again which i tried the other day and it said id blocked

AskGamblers

• Support Team

3 anni fa

Dear Mr Green Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

acefishing

• Canada • 2 Recensioni

3 anni fa

info on bank request

acefishing

• Canada • 2 Recensioni

3 anni fa

ok i logged into mr freen to see if there was any activity and sure enough mr green cancelled my withdraw and put funds back in my account to spend which i wont play theres no point in playing there if i cant withdraw winnings so i wont be playing there untill this issue is cleared up
also i tried to withdraw the $600 again by bank transfer to the same account i always withdraw to since 2016many times
and mr green asks for the same info that they have sent my withdraws to since 2016
when i fill in information red letters come up BLOCKED ACCOUNT ID
nice way to treat a player after over 6 years

Statistiche sui reclami di Mr Green Casino

Risolto 74 / 90

Importo medio $5,261

Durata media del reclamo 9 giorni

Risposta media 1 giorno

Reclami su Mr Green Casino

Vedi tutti i reclami per questo casinò

Withdrawal 601 EUR delayed

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.

Non risolto

€601

Verification stalling issue

So the complaint is about verification issue. I've been battling with Mr Green casino for a month now and they are giving me empty promises. I have submitted all the documents needed for account verification, I've submitted them many times. Now they are stating that the documents are verified but they just need to update my account so I can do a withdrawal. They promised me 3 days ago that it will be done by that day, did not happen. Next day and the day after that they promised that they will prioritize this situation and it will be handled quickly, nothing happened. Today on 27th of may at 2.26PM they promised me that my account will be updated in a hour or two. I waited for 3 hours and nothing happened. I contacted them and got told again that my case will be prioritized and I will get updated again but I fear nothing is happening. It has been over a month already of this battle and I am very sick and tired.

I need to get my account verified so I can withdraw my funds of 727€

I have attached screenshots of the chats with Mr Green support.

Non risolto

€727

Rejected withdrawal and rude communication

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.

Non risolto

€360

KYC delayed from 10th December 2025

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.

Non risolto

$8,044

New details

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.

Non risolto

Mr Green 5360 euro locked after KYC no reply from ID or Complaints team

Hello AskGamblers Team,

I am submitting this complaint regarding my Mr Green account, which currently has €5,360 locked due to a pending address verification.

On October 16, I emailed [email protected]
with a full explanation and attached all required verification documents (photo ID, selfie with ID, and proof of address). In that email, I clarified that I had mistakenly entered my father’s address during registration, but my official registered address is my mother’s residence, and I attached proof confirming this.

The same day I received an automated reply from Mr Green, confirming receipt of my message and stating that I would get a response within 72 hours. However, no one ever contacted me.

After 10 days with no reply, I sent a reminder email on October 26 to the same address.
Then, on October 27, I also contacted [email protected]
to escalate the matter — still without any response.

As of today, more than three weeks have passed, and my account remains restricted despite me having provided all required KYC documents and explanations.

I have also reviewed other complaints from customers on AskGamblers, and it’s clear that this is not the first time Mr Green has failed to respond to verification or payment-related issues within a reasonable timeframe.

Requested resolution:

Complete my KYC verification.

Unlock my account.

Release my balance of €5,360 immediately.

All documents and correspondence are attached below as evidence.

Evidence attached:

Email sent to [email protected]
on Oct 16 (with attachments).

Mr Green’s automated reply confirming 72h timeframe.

Reminder email (Oct 26).

Email to [email protected]
(Oct 27).

Copies of ID, selfie, and proof of address.

Thank you for your assistance in resolving this matter.

Kind regards,

Non risolto

€5,360

Ignoring verified player and withholding 5390 EUR in winnings

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,

Non risolto

€5,390

Refusal to accept valid proof of address and ignoring communication

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,

Non risolto

€5,909

Mr Green not responding to account verification, withdrawal pending

I have been trying to verify my account with Mr Green in order to withdraw my funds, but the casino is not responding to my emails.

On 3 September 2025, I submitted my official proof of address documents (Revolut bank statement and First South Credit Union statement). I received no reply.

On 5 September 2025, I sent a reminder email, but again received no response. Despite multiple attempts, I still have no update from Mr Green.

This is unacceptable. The documents I provided are recent, valid, and issued by official financial institutions in Ireland. There is no reason for such a long delay or complete lack of communication.

Request:
I kindly ask AskGamblers to assist me in getting my account verification reviewed and approved, so that my withdrawal request can finally be processed.

Attached evidence:

Screenshots of my emails to Mr Green (showing submission and reminders)

Revolut bank statement (PDF)

First South Credit Union statement (image)

Non risolto

€7,113

Verified account first withdrawal approved second withdrawal of 3000 euro

Hello,

My account with Mr Green has been fully verified since August 26, 2025 (confirmation received by email). Shortly after verification, I requested two withdrawals.

First withdrawal (~€3500) – approved and successfully received on August 28, 2025.

Second withdrawal (~€3000) – submitted on the same day, but still remains pending for over 7 days without any updates.

I divided my withdrawal into two transactions to avoid any potential issues with my bank. The first payment was processed smoothly, but the second one has been left unresolved.

I have contacted Mr Green support several times via email, including directly to their Payments/Compliance team, but I have not received any explanation for the delay. Since my documents are already approved and part of my balance has been paid out, there should be no valid reason for withholding the remaining funds.

I kindly ask AskGamblers to assist in resolving this matter and help me receive my pending withdrawal of approximately €3000.

Thank you for your support.