Hello, perhaps someone can assist me with this matter.

A few years back, I had created an account with MrGreen, but was no longer able to log in.

So, a few months ago, I decided to create a new account and have since made substantial deposits. 

I also previously made a withdrawal without any issues. 

However, when I recently attempted to withdraw my winnings, they suspended my account on the grounds of having a second account.

That's all well and good.. but it's a bit unfair that they accepted my payments for months and now, when I want to make a withdrawal, they block the account, withhold my winnings as well as my payments, right?

Hallo, vielleicht kann mir ja jemand weiterhelfen.

Ich habe mich vor Jahren schonmal bei MrGreen angemeldet und konnte mich aber nichtmehr anmelden.

Nun habe ich vor ein paar Monaten einen neuen Account erstellt und auch insgesamt echt viel eingezahlt. 

Einmal habe ich etwas ausbezahlt, was auch kein Problem war. 

Nun wollte ich wieder einen Gewinn auszahlen und daraufhin haben sie aber mein Konto gesperrt mit der Begründung dass ich ein Zweitkonto habe.

Soweit so gut.. aber die k?nnen doch nicht monatelang Zahlung erhalten und jetzt, wo ich etwas ausbezahlen will das Konto sperren, den Gewinn und meine Zahlungen einbehalten?

Dear Eskimee,

Thank you for submitting your complaint. I’m sorry to hear about your problem. We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise why you couldn’t reopen your old account? Is there a possibility that both accounts were active simultaneously? Have you redeemed any bonuses when activating your recent account?

If there's any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

Hello,

No, the old account was no longer active or suspended due to self-exclusion a few years ago.

I wanted to have the old account reopened but got no response from Mr Green and opened a new one.

I made all winnings WITHOUT bonuses and always made a deposit.

Both accounts were linked to the same bank account.

And I must have paid in about 15 times with the new account before it got blocked.

Hallo,

Nein, das alte Konto war nichtmehr aktiv bzw gesperrt aufgrund von Selbst Ausschluss vor einigen Jahren.

Ich wollte das alte Konto wieder er?ffnen lassen jedoch habe ich keine Antwort von Mr Green erhalten und daraufhin ein neues er?ffnet.

Ich habe alle Gewinne OHNE Bonusse erzielt und auch immer ohne eingezahlt.

Beide Konten waren mit dem selben Bankkonto verbunden.

Und ich habe bestimmt an die 15x mit dem neuen Konto eingezahlt bevor es jetzt zu der Sperre kam.

Thank you very much, Eskimee, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Eskimee,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Thank you!!

Vielen Dank!!

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.

According to the casino, they have agreed on an amount to pay me. However, that was weeks ago and no one can tell me more precisely.

Laut Casino haben sie sich auf einen Betrag geeinigt, der mir ausgezahlt werden soll. Allerdings ist das schon wieder Wochen her und es kann mir niemand genaueres sagen..

Dear Eskimee,

Similar processes usually take more time than usual. I am extending the timer. If the casino team fails to pay the agreed amount, I will close this case and help you with contacting the regulatory.

Thank you very much

Dankesch?n

Dear Eskimee,

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, I still haven't received any payment or further information, although I was assured in the live chat about 2 weeks ago that I would receive an email in 2-3 days at the latest.

Ich habe leider noch immer weder eine Zahlung noch n?here Infos erhalten obwohl mir vor ca. 2 Wochen im Live Chat versichert wurde, dass ich in sp?testens 2-3 Tagen eine E-Mail erhalten werde.

Dear Eskimee,

please, could you confirm that there is no new information about the case?

I received an email yesterday saying that the withdrawal has now been successfully completed. The money isn't in my account yet but I assume it will be in the next few days.

Ich habe gestern eine E-Mail erhalten, dass die Auszahlung nun erfolgreich abgeschlossen ist. Das Geld ist noch nicht auf meinem Konto aber ich nehme an es wird die n?chsten Tage oben sein.

I'm glad to hear that. I will extend the timer by 7 days. Please inform me once you receive the payment.

I got the money. Many thanks for the help!

Ich habe das Geld bekommen. Vielen Dank für die Hilfe!

Dear Eskimee,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef