I was playing on Mr Green all day on September 6th. After making up for the previous day's losses and even winning a large amount, my game account balance stood at €30,000. At this point, I made the maximum withdrawal of €20,000 and another one of €10,000. I waited for a few hours, and because the previous withdrawal had come almost instantly, I asked about the status of the withdrawal and specifically mentioned that I felt I couldn't stop gambling, even though I wanted to, and said that was why I set a €100 per day loss limit, while the account balance was at €0 and two withdrawals were pending. I also said that this had to take effect immediately. The chat person told me that there were issues with my withdrawals and that they would take time. They did not comment on the restriction of the game account but closed the customer support chat in the middle of my message. All other conversations, approximately 10, only ended after several questions.

Since September 6th, I have requested a chat transcript from that time to get evidence that I asked for help, restricted my account, demanded its immediate activation, plus proof that after the first loss limit was set while the account balance was at €0 the gambling should have stopped when I lost €100. However, I had to cancel withdrawals and thought I could play because the account was restricted; nevertheless, I could continue to play until I had lost about €26,000. Only when about €4000 was left did the limit kick in and the withdrawals were successful without delay for that €4000. This is in violation of the Malta license regulations. If I restrict an account, explain why, and confirm the matter, it must function in the way I desire. Now they have not provided the chat transcript despite my asking five times. I have also reported this incident to the providers of the Malta license.

Was this action justifiable? What is the point of a loss limit if, in a certain situation, you decide that you want to lose a maximum of €100 of your funds, but you can gamble €26,000, and withdrawals are blocked when the balance is €30,000 while customer support ends the chat? Having this conversation would prove illegality, but that's why I haven't been provided with it.

I would now have €29,900 more because I had decided to stop gambling and also freeze my online bank as soon as the withdrawals came in for a few days until I could get my thoughts elsewhere.

Pelasin mr greenill? koko p?iv?n 6.9. Voitettuani edellisen p?iv?nkin tappiot ja kerrankin paljon p??lle oli pelitilill? 30 000€. T?ss? vaiheessa tein maximi kotiutuksen 20000e ja toisen kotiutuksen 10000e. Odotin joitakin tunteja ja koska aikaisempi kotiutus oli tullut melkein heti kysyin mik? on niiden tilanne sek? mainitsin selke?sti ett? minusta tuntuu ett? en pysty lopettamaan pelaamista vaikka haluaisin, ja ilmoitin ett? siksi asetin tilin saldon ollessa 0€ ja kaksi kotiutusta odottamassa k?sittely? tappiorajaksi 100e/p?iv? . Sanoin my?s ett? t?m?n t?ytyy toimia heti. Chat henkil? sanoi ett? kotituksissani on ongelmia ja niiss? kest??, pelitilin rajoittamiseen eiv?t ottaneet kantaa vaan kesken oman viestin kirjoitusta chat tuki sulki palvelun , kaikki muut n.10 chat keskustelua on loppunut vasta usean kysymyksen j?lkeen.

Olen nyt pyyt?nyt 6.9 alkaen chat keskustelua ajalta 6.9.2023 klo 18 ajalta jotta saisin todisteet ett?.olen pyyt?nyt apua, rajoittanut tili?, vaatinut sen aktivoituvan heti lis?ksi ensimm?isen tsppiorajan asettamisen j?lkeen tilin saldon ollessa 0€ pit?isi pelaaminen loppua kun 100€ h?vitty, kuitenkin jouduin perumaan kotiutukset ja ajattelin ett? voin pelata koska tili on rajoitettu kuitenkin pelaamista pystyi jatkamaan kunnes olis h?vinnyt n.26000e sitten kun n.4000e oli j?ljell? raja tuli vastaan ja kotiutukset onnistuivat viiveett? tuolle 4000e . Maltan lisenssin vastaista toimintaa, jos rajoitan tili? ja kerron miksi ja varmistan asiaa olisi sen toimittava haluamallani tavalla. Nyt he eiv?t ole antaneet chat keskustelua 5 kertaa olen kysynyt, lis?ksi olen kertonut maltan lisenssin tarjoajalla tapahtuneesta.

Onko t?m? oikein toimittu ? Mit? tappiorajalla tekee jos p??t?t tietyss? tilanteessa ett? haluat h?vit? varoistasi max 100e niin voit pelata 26000e ja kotiutukset estettiin kun saldo oli 30000e ja asiakastuki lopetti chatin. T?m?n keskustelun saaminen todistaisi laittomuuteen muttei siksi sit? minulle toimiteta.

Minulla olisi nyt 29900 euroa enemm?n koska olin p??tt?nyt est?? pelaamisen ja my?s verkkopankin heti kun kotiutukset olisivat tulleet muutamaksi p?iv?ksi kunnes olisi saanut ajatuksia muualle.

Hello Pjp1983,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr.Green Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When exactly did you set the daily loss limit and do you have any proof that you've set it? When was the last time you spoke to the casino and what was it about? What did they respond regarding your complaint related to the loss limit?

Looking forward to your answer.

Regards,

Nick

I set a loss limit of 6.9, it was the first restriction I made, and in other casinos if the balance has been oe, the loss limit has come into effect immediately, i.e. I made this restriction between 18-20 when I had withdrawn 10,000e and 20,000e a little earlier in the evening and felt like I couldn't stop when I also played with another At the casino, somehow counting that I will get these withdrawals back into the account, however.

Around 18-19 6.9 I contacted via chat and they said that there are some problems with withdrawals, I said that I set a loss limit of 100e/day, I told this because I already know that it takes time to withdraw bigger wins because casinos know that 50% of players cancel withdrawals and play the funds back . I also said that I assume it starts from that moment because the game account balance was €0. I also told that I feel like I can't stop playing and that's why I made this request to them. Chat support closed this conversation almost immediately, even though the topic/conversation was completely unfinished, since then, with the exception of one day, I have requested a chat conversation from the above-mentioned period because it shows the acknowledgment of the problem, the setting of the game limit and confirmation that it starts from that moment. I am also told that there are problems with withdrawals for me, but before I had time to ask more about them, the chat support had already left the place really strangely, ending by saying that the matter was over, Deposits were about 4000e on 6.9 at 10 pm when I couldn't finish, I came back and after canceling the withdrawals, I assumed a limit preventing more than 100e losses. I lost 26,000e in a few hours, after that the limit worked. and after that the withdrawals worked automatically and I made two withdrawals of slightly less than 2000e and they were in the account immediately.

I made a withdrawal of €683 on 1.9, and I also received it almost immediately in my account, so I also knew that the problem with withdrawals is precisely when larger amounts are involved. I have identified myself at the casino during this summer with a driver's license, address, told a new e-mail because the mr green account was activated much earlier than this year and I only started using the casino again this summer.

Asetin tappiorajan 6.9 se oli ensimm?inen rajoitus jonka tein ja muissa casinoissa jos saldo on ollut oe on tappioraja tullut heti voimaan, eli tein t?m?n rajoituksen klo 18-20 v?lill? kun olin kotiuttanut 10000e ja 20000e hieman aiemmin illalla ja tuntui ettei pysty lopettamaan kun pelasin my?s toisella casinolla jonkin verran laskien ett? saan n?m? kotitukset tilille takaisin kuitenkin.

N.klo 18-19 6.9 otin yhteytt? chatin kautta ja he kertoivat, ett? kotiutuksissa on jotakin ongelmia, sanoin asettaneeni 100e tappiorajan / pv , kerroin t?m?n koska tied?n ennest??n ett? isompien voittojen kotituksissa kest?? koska casinot tiet?v?t 50% pelaajista peruuttavan kotiutukset ja pelaavan varat takaisin. Sanoin my?s sen ett? oletan sen alkavan siit? hetkest? koska pelitilin saldo oli 0€. Kerroin my?s ett? tuntuu ettei pysty olemaan pelaamatta ja siksi tein t?m?n pyynn?n heille. Chat tuki sulki l?hes heti t?m?n keskustelun vaikka Aihe/ keskustelu oli t?ysin kesken, olen sen j?lkeen yht? p?iv?? lukuunottamatta pyyt?nyt chat keskustelua edell? mainitulta ajalta koska siin? n?hd??n ongelman my?nt?minen, pelirajan asetus ja varmistus ett? se alkaa siit? hetkest?. My?s se kerrotaan, ett? kotituksissa on ongelmia minun kohdalla mutta ennen kun ehdin kysy? niist? enemp?? oli chat tuki jo l?htenyt paikalta todella oudosti lopettaen kertomalla ett? asia k?yty loppuun , Talletuksia oli 6.9 n.4000e klo 22 kun en pystynyt lopettamaan palasin ja peruutettuani kotiutukset oletin rajoituksen est?v?n enemm?n kuin 100e tappiot. H?visin muutamassa tunnissa 26000e t?m?n j?lkeen raja toimi. ja sen j?lkeen kotiutukset toimivat automaattisesti ja tein kaksi hieman alle 2000e kotitusta ja ne oli tilill? heti.

Tein 683€ kotiutuksen 1.9 sain sen my?s l?hes heti tilille t?st? tiesin siit?kin my?s ett? ongelma kotituksessa on juuri kun on suuremmat summat kyseess?. Olen tunnistautunut casinolle t?m?n kes?n aikana ajokortti , osoite , kertonut uuden s?hk?postin koska mr green tili aktivoitu paljon aikaisemmin kuin t?n? vuonna ja aloin k?ytt?? kasinoa uudestaan vasta nyt t?n? kes?n?.

I didn't use any bonuses, only real money, I haven't received any bonuses from the casino all summer.

En k?ytt?nyt mit??n bonuksia pelkk?? oikeaa rahaa en ole saanut casinolta mit??n bonuksia koko kes?n?.

I can access the chat every time, yes, they haven't been in any hurry to close the conversation since that 6.9 conversation.

I ask for this 6.9 chat conversation every time in the chat conversation and they always tell me that the request will be sent to a higher level. 5 days to process such a request, taking into account what the issue is, it is completely clear that mr green casino does not want to have a discussion where we talk about the loss limit, about not being able to stop playing and withdrawal problems. In that conversation, Casino's complete dishonesty is proven, the Maltese Gaming License also forbids such a thing.

Unfortunately, I didn't understand how to take screenshots of the 6.9 chat conversations, but the chat conversation comes from many casinos automatically to e-mail and delivering the conversation is a very easy task, so it's clear that they don't intentionally deliver a conversation that would go on to prove the point.

P??sen chattiin joka kerta kyll? heill? ei ole tuon 6.9 keskustelun j?lkeen ollut mit??n kiirett? sulkea keskustelua.

Pyyd?n chat keskustelussa joka kerta t?t? 6.9 chat keskustelua ja he kertovat aina, ett? pyynt? toimitetaan ylemm?lle tasolle. 5 vuorokautta t?llaisen pyynn?n k?sittelyyn ottaen huomioon mik? asia on kyseess? on t?ysin selv?? ettei mr green casino halua toimittaa keskustelua jossa puhumme tappiorajasta, siit? etten pysty lopettamaan pelaamista ja kotiutuksen ongelmista. Tuossa keskustelussa todistuu casinon t?ydellinen ep?rehellisyys, maltan pelilisenssi kielt?? t?llaisen my?s.

Valitettavasti en ymm?rt?nyt ottaa 6.9 chat keskusteluista kuvakaappauksia , mutta chat keskustelu tulee monesta kasinosta automaattisesti s?hk?postiin ja keskustelun toimittaminen on hyvin vaivaton teko joten on selv?? ett? he eiv?t tarkoituksella toimita keskustelua joka menisi eteenp?in todistaen asian.

Here the casino replies that only chat conversations will be available after a month.

T?ss? casino vastaa ett? pelk?t chat keskustelut saa vast kuukauden p??st?.

Today, September 12, 2023, I asked why you didn't help when I told them that I couldn't stop playing on September 6, 2023, and they said that the account should be closed if there are problems. I said that I am not playing now and there is no problem anymore, the problem was 6.9. A little later, the account was closed

T?n??n 12.9.2023 kysyin miksi ette auttaneet kun kerroin etten voi lopettaa pelaamista 6.9.2023 ja he kertoivat ett? tili tulee sulkea jos on ongelmia . Sanoin etten ole nyt pelaamassa eik? ole ongelmaa en??, ongelma oli 6.9 . V?h?n my?hemmin tili oli suljettu

Hello Pjp1983,

Could you please clarify if the loss limit was set by you manually within your casino account or you requested it through the live chat or other casino support? Once you did, was that loss limit visible anywhere that it is active?

I set the limit manually and also asked for it in the chat, when I told that I feel like I can't stop, they said withdrawals don't work and just ended the chat. I requested this chat conversation 18 days ago, they last answered yesterday that it may take 4 weeks to get it to my email. And they said that it's only been 12 days. I said it's 24.9. And I made the request on 7.9 and I put the screenshots in the chat and email where the requests were made on 7.9, but they didn't answer anything. In other words, they don't give a chat on purpose, because getting it would seem like they have broken the rules on purpose and the casino would no longer be reliable, the Maltese license issuer also doesn't allow this

Asetin rajan manuaalisesti sek? pyysin sit? my?s chatissa, kun kerroin ett? tuntuu etten voi lopettaa, he sanoivat ettei kotiutukset toimi ja lopettivat vain chatin. Pyysin t?t? chat keskustelua 18p?iv?? sitten , he vastasivat viimeksi eilen ett? sen saaminen s?hk?postiini voi kest?? 4viikkoa. Ja sanoivat ett? nyt mennyt 12 p?iv?? vasta. Sanoin ett? on 24.9. Ja pyynn?n tein 7.9 ja laitoin kuvakaappaukset chatiss? ja s?hk?postissa joissa pyynn?t tehty 7.9 t?h?n he eiv?t vastanneet mit??n. Eli tarkoituksella eiv?t anna keskustelua koska sen saaminen n?ytt?isi ett? ovat rikkoneet s??nt?j? tarkoituksella eik? casino olisi en?? luotettava my?s maltan lisenssin my?nt?j? ei salli t?t?

Here I received a chat, the game account balance was 0e, so I manually set the first loss limit and double-checked from the chat that it is definitely working, so it starts from that moment. and the customer service representative said she would handle the verification. Why would a player ask for a restriction many times if he didn't need it, why didn't he get one, I think it's not really responsible as they say.

T?ss? sain chatin , pelitilin saldo oli 0e, asetin siis manuaalisesti ensimm?isen tappiorajan ja tuplacheckasin chatista ett? varmasti on toiminnassaan, niin ett? alkaa siit? hetkest?. ja asiakaspalvelija sanoi hoitavansa varmistuksen. Miksi pelaaja kysyisi rajoitusta monta kertaa jos ei sit? tarvisi miksi ei saanut mielest?ni ei todelkakaan vastuullista niin kuin sanovat .

Then there was a link below, here you can also make a deposit after the border has been made. Three times I make sure that I don't play 30,000e, instead I change the conversation to the deposit limit, what do you do with it when there are 30,000e in withdrawal requests.

Casino says with a unilateral decision that it did nothing wrong. In other casinos without confirmation, the loss limit setting starts from the first one right away and if you count it, it starts from that moment as well, but they don't.

Sitten alempana oli linkki t??lt? saat my?s talletus rajan tehty?. Kolme kertaa varmistan etten pelaa 30 000e sen sijaan vaihtaa puheen talletusrajaan mit? sill? teet kun on kotiutuspyynn?iss? 30000e.

Casino sanoo yksipuolisella p??t?ksell? ettei tehnyt mit??n v??r??. Muissa casinoissa ilman varmistusta tappiorajan asetus alkaa ensimm?isest? heti ja jos lasket sit? niin my?s siit? hetkest? mutta heill? ei .

Hello Pjp1983,

Did the casino confirm setting the loss limit as based on the chat conversation, it was mostly about your withdrawal.

I made a loss limit when the balance was 0€, so I asked if it would definitely start from that moment. chat person replied don't worry i will check this for you. nothing else was done about it, so anyone would assume that it's fine and just setting a loss limit when the balance is 0e should prevent playing after a loss of 500e. Mr green casino closed my game account a week after this even though I didn't play at all after 6.9, the reason was that I told in the chat that I might not be able to stop playing. why are they closing my game account because of this request, because they are a responsible casino, however, they let me play 26,000€ first. the complaint is now being processed by the Maltese department. Hardly anyone will make a refund, but I hope that other players know how this particular casino treats its players and claims to be responsible at the same time. they are responsible as long as ′′when the player does not win BELIEVE THIS AND NEVER GO TO MR GREEN CASINO TO PLAY BECAUSE WHEN I WIN THE CASINOS DO NOT WORK AND I WAITED FOR 23 DAYS TO GET A CHAT DISCUSSION, THIS IS HOW THEY TREAT THE PLAYERS, THAT IS WHEN THERE IS A PROBLEM THE ANSWER TIME IS ALWAYS 3-4 WEEKS THIS IS HOW THEY TIRED THE PLAYER WHO CHOOSES

tein tappiorajan saldon ollessa 0€ js kysyin alkaako varmasti siit? hetkest?. chat henkil? vastasi ?l? huoli min? tarkistan t?m?n sinulle. siit? ei sitten muuta laittanut joten kuka tahansa olettaisi asian olevan sill? kunnossa ja pelkk? tappiorajan asettaminen saldon ollessa 0e pit?isi est?? pelaaminen 500 e tappion j?lkeen. Mr green casino sulki pelitilini viikon p??st? t?st? vaikka en pelannut 6.9 j?lkeen yht??n syy oli tuo ett? kerroin chatissa ett? en ehk? pysty olemaan pelaamatta. miksi he sulkevat pelitilini t?m?n pyynn?n vuoksi koska ovat vastuullinen kasino kuitenkin antoivat pelata ensin 26000€. valitus on nyt maltan osaston k?sitelt?v?n?. Tuskin kukaan mit??n hyvitt?? mutta toivon ett? muut pelaajat tiet?v?t miten t?m? kyseinen casino kohtelee pelaajiaan ja v?itt?? samalla olevansa vastuullinen. he ovat vastuullisia niin kaun ′′kun pelaaja ei voita USKOKAA T?M? JA ?LK?? KOSKAAN MENK? MR GREEN CASINOLLE PELAAMAAN KOSKA VOITTOJEN TULTUA KOTITUKSET EI TOIMI JA ODOTIN CHAT KESKUSTELUN SAAMISTA 23VUOROKAUTTA , N?IN HE KOHTELEVAT PELAAJIA ELI KUN IONGELMIA TULEE VASTAUS AIKA ON AINA 3-4 VIIKKOA N?IN HE V?SYTT?V?T PELAAJAN JOKA VALITTAA

Hello Pjp1983,

Would it be possible to forward your e-mail sent to the licensing authorities? Did they respond anything?

Dear Pjp1983,

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.

They replied on 3.10 that if there is no right to complain, they will notify you within 30 days at the latest. If the complaint is taken up for consideration, it will be resolved within 90 days. There is still no message from them today 23.10.

He vastasivat 3.10 ett? jos valitukseen ei ole oikeutta he ilmoittavat siit? viimeist??n 30 vuorokauden sis?ll?. Jos valitus otetaan k?sittelyyn se pyrit??n ratkaisemaan 90 vuorokauden sis?ll?. Viel? ei ole heilt? viesti? tullut t?n??n 23.10.

Hello Pjp1983,

Please forward your e-mail and the licence's response to [email protected].

Dear Pjp1983,

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.