Mr. Green Casino DE - 플레이어의 출금이 지연됩니다.

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!

Hello Martina, I wanted to ask if Mr Green has contacted you yet?

Hallo Martina, ich wollte mal fragen, ob sich Mr Green mittlerweile bei Ihnen gemeldet hat?

Dear Sungoddess1506,

Yes, Mr. Green Casino DE representative made some initial contact, however, no statements nor solutions have been provided. I wrote them again and requested cooperation, so I do hope they will respond.

When I have some information, I will let you know.

Thank you for being so patient.

Hi Sungoddess1506,

First and foremost, we sincerely apologize for the delay in our response. We completely understand how frustrating this situation must be for you, and we appreciate your patience.

Please rest assured that your withdrawal issue has been forwarded to our payments team for further review. They are currently looking into the matter, and we will reach out to you as soon as we have an update.

Thank you once again for your understanding!

Best regards,

888 Casino Support

Dear Support Team,

thank you very much for joining the tread and forwarding the issue to those who can give us more information or even help us to solve this complaint.

As soon as you know some updates, please, let us know.

Okay, thanks first of all. I'm really excited.

Ok danke erstmal. Ich bin wirklich sehr gespannt.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Sungoddess1506,

We would like to inform you that there is an outstanding payment of €25 that needs to be settled before we can proceed with your withdrawal request. Once we receive proof of payment, we will immediately notify the relevant team to lift the restriction and ensure the withdrawal process can move forward without any further delays.

Additionally, we have sent you an email regarding this matter. Kindly reply to that email with the necessary information.

Thank you for your understanding and cooperation.

Best regards,

888 Support Team

I don't really understand why I have to make a payment of €25? Does that mean I deposit €25 into my account and then get my €150 paid out?

Ich verstehe nicht wirklich, wieso ich eine Zahlung in Höhe von 25€ leisten muss? Das heißt ich zahle 25€ auf meinem Konto ein und bekomme dann meine 150€ ausgezahlt?

Mr.Green Casino, can you please help us understand?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They emailed me saying they hadn't credited me with €25 that day. What I don't understand at all? If I didn't deposit anything, how could I play?

Die haben mir per Email geschrieben, dass Sie am Tag keine 25€ von mir verbucht haben. Was ich überhaupt nicht verstehe? Wenn ich nichts eingezahlt habe,wie konnte ich dann spielen?

Hi Sungoddess1506,

We would like to inform you that there is an outstanding chargeback of €25 that must be settled before we can proceed with your withdrawal request.

Our specialized team has already emailed you the details on how and where to send the funds.

Once the chargeback is settled, your withdrawal will be processed accordingly.

Best regards,

888 Support Team

That means I pay 25 € and get my 150 €,??,

Das heisst ich zahle 25 € ein und bekomme meine 150 €,??,

Hi Sungoddess1506,

Yes, the chargeback must be settled first before we can proceed with your withdrawal.

Kindly respond to the email sent by our specialized team with the proof of payment once the amount has been settled. This will allow us to forward it to the appropriate team for review and ensure your withdrawal is processed accordingly.

Best regards,

888 Support Team

Dear Sungoddess1506,

seems that Mr. Green Casino explained it all in the email that was sent to you. Feel free to forward that email to me at: martina.b@casino.guru

Ok, I'd be happy to.

Ok mache ich gerne.

Dear Sungoddess1506,

There has been "outstanding chargeback of 25€". Did you do any chargeback or did you get any message from casino regarding that 25€ deposit, which casino is now demanding?

No, I did not receive any message about a chargeback from Mr Green

Nein ich hatte keine Nachricht über eine Rückbuchung ,von Mr Green

If I knew when the chargeback occurred, I could at least verify it. But unfortunately, I don't have an exact date!

Wenn ich wüsste,wann die Rückbuchen gewesen wäre,dann könnte ich es zumindest überprüfen. Aber ich habe leider kein genaues Datum !

I see.. Can you maybe check the deposit history? Because it seems that there was a deposit of 25€ made by you, which it could have failed while getting into your casino account..

Sungoddess1506, could you please check it out?

Mr. Green Casino, could you please give us some more information about the chargeback?

Thank you guys for cooperation

I would need the exact date of the €25 chargeback so I can check it!?

Ich bräuchte bitte das genaue Datum von der Rückbuchung der 25 € dann kann ich es überprüfen!?