Mr. Green Casino SE - プレイヤーの撤退が遅れており、問題に直面しています。

On October 2nd I ordered a withdrawal of winning funds in the amount of 56,000 sek and to this day I am fighting with support and receiving incorrect information. I have already made withdrawals before and after that date and I always had the money in my account within an hour. I understand that it may take a little longer but it has been up to date for two weeks now. Support keeps writing that there is nothing to worry about and the money will be in my account in 2-3 business days, it never arrived, then in 3-5 business days, it never arrived. After daily conversations with the chat they finally admitted that the transfer was rejected and tried to send it again on October 8th, it was supposed to be 2-3 days and still nothing. On October 14th it was sent for the third time and the chat still avoids me when I ask for confirmation of the transfer. Support no longer talks to me, does not respond to emails, a tragedy!

Dear piotrwojtyna90,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please confirm your account is fully verified?
• Were the transactions from the screenshot for 200 - 5000 SEK processed and reached your account?
• Were you advised to issue the withdrawal again, or in lower amounts? What steps does the casino recommend you take?

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

Dear piotrwojtyna90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.