Mr. Green Casino DE - Вывод средств игрока задерживается.

I made a withdrawal of €150 to my PayPal account on January 30, 2025, but to date I have not received my money from Mr.Green. Emails are ignored. Contact is not possible.

Ich habe am 30.01.2025 eine Auszahlung über 150 € auf mein PayPal Account getätigt, doch bis heute habe ich mein Geld von Mr.Green nicht erhalten. Emails werden Ignoriert. Kontakt Möglichkeit nicht möglich.

Dear Sungoddess1506,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Green Casino DE.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, yes I have already received a payout and it was problem-free. Yes, verification has already been done. And no, my winnings were not achieved through a bonus, but through a normal deposit!

Hallo, ja ich habe schonmal eine Auszahlung erhalten und das problemlos. Ja eine Verifizierung wurde schon gemacht. Und nein mein Gewinn wurde nicht durch einen Bonus erreicht,sonder durch eine normale Einzahlung!

Thanks for your reply.

When was the last time you were in contact with casino support regarding the issue?

Could you please share with me your communication with the casino regarding the reasons for delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I last received an email on February 18, 2025, and I haven't received anything since. Unfortunately, the email says absolutely nothing about why my payment hasn't been made?! Just a decision to delay your response to my email!

Am 18.02.2025 habe ich das letzte mal eine Email erhalten,seid dem nichts mehr. Leider steht in der Email absolut nichts,warum meine Auszahlung nicht getätigt wird?! Lediglich eine Entscheidung für eine Verzögerung Ihrer Antwort auf meine Email!

Thanks for your reply.

Could you please share your communication with the casino where you attempted to resolve the issue and the responses you received from the casino?

Please share this information with me via my email at tomas@casino.guru

I apologize for the inconvenience.

I have asked several times by email when I can expect my payment and whether there is a problem, but I have never received an answer to my questions. Just an email saying that my email had been received and that they apologized and that if the problem persists I should contact them again. I have done this several times, but have had no response to my emails at all!

Ich habe mehrfach per Email gefragt,wann ich mit meiner Auszahlung rechnen kann? Ob es ein Problem gibt? Aber nie eine Antwort auf meine Fragen bekommen. Nur eine Email das meine Email angekommen ist und sie sich entschuldigen,falls das Problem weiterhin besteht, sollte ich mich nochmals melden. Auch das habe ich wieder mehrfach gemacht,aber überhaupt keine Reaktion auf meine Emails!

Thank you very much, Sungoddess1506, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Okay, thanks. I hope to receive my prize soon. What happens next?

Ok,danke. Ich hoffe,das ich bald meinen Gewinn erhalte. Wie genau geht es jetzt weiter?

Dear Sungoddess1506,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr. Green Casino DE representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Yes, I am here, but I'm curious about the answer?!

Ja da bin ich,aber mal auf die Antwort gespannt?!

I understand! Yes, so am I. We will wait for the casino representative to make a statement.

Good morning Martina, I'm really excited to see if there will be a statement?!

Guten morgen Martina, ich bin gespannt wie ein Flitzebogen,ob eine Stellungnahme kommt?!

Dear Sungoddess1506,

I just wanted to let you know, that I have contacted the Mr. Green Casino DE outside of this tread as well, just to speed up the process.

But we still expect them to make a statement here.

Hello Martina, I'm very happy to comment here. I hope someone from Mr. Green takes responsibility for my case and gives us an answer as to why they aren't paying out my winnings or responding to emails!

Hallo Martina,sehr gerne kann ich nich hier äußern. Ich hoffe ja,das sich zu meinem Fall mal jemand verantwortlich fühlt von Mr.Green und uns eine Antwort gibt,warum Sie meinen Gewinn nicht auszahlen oder auf EMAILS reagieren!