Mr Green Casino

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,

I honestly don’t know what else to do at this point. I played at this casino on August 1st, and I won using my own money (no bonus or anything). After that, I uploaded my documents for verification, identity, and proof of address.

Then the nightmare started.

My proof of address was rejected. Support told me I need to upload a bank statement showing transactions, so I did that. It got rejected again.

Then I uploaded a statement from my Irish bank. That also got rejected. When I asked them why, they said it’s either cropped or not fully visible, which honestly makes no sense because it’s completely clear and readable. I’ll attach it here so you can see it too.

After that, they told me to upload a utility bill, which I don’t have because none are in my name. I explained that to them, but they just keep rejecting my documents without giving me any proper explanation. I’ve asked several times for them to tell me exactly what’s wrong or what I should upload instead, but I just get ignored or the same generic replies.

I even sent them a warning email 6 days ago, asking for proper help, or I’d have to escalate things; no reply to that either.

It’s been weeks now, and I’m still stuck. I feel like I’m just going in circles with no one actually looking into my case. I’m really tired of this. I just want to get verified and access my money. I’ve done everything they asked, and every time I try to follow their instructions, they change something or reject it again.

This shouldn’t be this hard.

I have been waiting for my withdrawal 6 days already, stating in chat that they are very sorry for taking so long but nothing really happens even thou I have contacted support via chat multiple times in past week. Account is verified and no issue with previous withdrawals, which happened day before this win.

Hey,

I have made withdrawal of 5938,80 eur on 01.08.2025 and I only got 1 565,26 eur from that and still missing 4373,54 eur. I have contacted MrGreen live chat and via e-mail but that doesn't seem to help at all. They just tell it is in process and wait all the time but nothing happens. Please help!