Mr Green Casino - A conta do jogador foi reaberta apesar da autoexclusão.

Dear CasinoGuru Team,

I would like to file a complaint against Mr Green Casino and ask for your help in recovering my deposits.

I have previously contacted Mr Green Casino twice by email requesting the closure of my account due to gambling problems / problem gambling. Despite this, Mr Green now claims that I only had a one-year exclusion in place.

As I had clearly informed them that the reason for my account closure request was problem gambling, I believe they had a duty under MGA responsible gambling requirements to properly protect me and prevent further gambling. At the very least, before allowing any reactivation or further play, they should have offered or enforced a 24-hour cool-off period. This did not happen.

In chat, Mr Green’s support explained that they had updated their website/platform and that my old account had been removed during this process, which is why I was able to create a new account. However, I do not believe a website migration or platform update can be used as a reason to avoid responsible gambling obligations or to ignore a previous problem gambling-related closure request.

Yesterday, I was able to access Mr Green again and deposit/play a total of €560. When I contacted their chat support, they delayed the matter and stated that they were not going to refund me. Eventually, they also sent me an email, but the only relevant information in that email was that my account has now been closed again.

I believe Mr Green failed to protect a known problem gambler, despite having been clearly informed of my gambling problem in previous account closure requests. If their own platform migration caused my previous account history or exclusion information to disappear, that should not be my responsibility as a player, especially when responsible gambling and self-exclusion matters are involved.

I am attaching the relevant chat transcripts and emails as evidence.

I kindly ask CasinoGuru to review this case and help me recover the €560 I deposited after Mr Green failed to enforce proper responsible gambling safeguards.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that you requested self-exclusion from multiple casinos back in 2020 by sending a general account closure request, without being certain whether you had an account at Mr Green Casino?
• Have you received a response from Mr Green Casino to that email? If so, please forward it to veronika.f@casino.guru.
• Could you please specify when exactly your account at Mr Green Casino was self-excluded?
• Did you complete the full KYC verification on your original Mr Green Casino account?
• When exactly did you create the second account? Have you submitted any identity documents for the verification of this account?

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

Best regards

Veronika

Hello Veronika,

Thank you for your reply.

When I sent the bulk email to several casinos in 2020, I had already requested a permanent/indefinite self-exclusion from Mr Green through their own responsible gambling tool.

As far as I remember, their tool offered different self-exclusion periods, such as a few months, six months, one year, and indefinite/permanent. I chose the indefinite/permanent option. Their own terms also state that if an indefinite exclusion is chosen, the account may only be reopened after at least one year and only upon the customer’s own request.

I never asked Mr Green to reopen my account. On the contrary, I later sent those emails requesting account closure/self-exclusion due to gambling problems.

Unfortunately, I no longer have Mr Green’s email response saved.

What concerns me most is that Mr Green has given conflicting explanations. In the chat, they first did not mention the duration of my self-exclusion at all. At first, they claimed that I had never had an account with them. After I sent them proof, they suddenly found the account, but claimed there was no self-exclusion on it. When I said that there definitely was a self-exclusion, they then admitted that there had been one, but asked me how long it was for.

I explained that it was permanent/indefinite. I had placed the exact same type of exclusion on several other casinos at the same time, and I always selected permanent/indefinite where that option was available. Mr Green then changed their explanation again and claimed that the exclusion had only been for one year, and that the account had later been completely closed when their website/platform changed.

In my view, they are changing their story repeatedly in order to avoid responsibility.

I do not remember completing a full KYC process on the original account, as I do not believe it was requested at the time. However, my personal details were the same: name, address, email address, phone number and other identifying information.

I created the new account two days ago. I do not believe I submitted identity documents for the new account before I was able to deposit and play.

I would also like to point out that, under MGA player protection principles, an operator should not simply allow a previously self-excluded player to regain access immediately, especially where the original exclusion was indefinite/permanent and related to gambling problems. A revocation or decrease of an indefinite self-exclusion should require a request from the player and a mandatory cooling-off period before access is restored. In this case, I never requested the reopening of my excluded account. Instead, I was able to create a new account, deposit €560, and gamble.

This is why I believe Mr Green failed to properly enforce my self-exclusion and failed in their responsible gambling obligations.

Do you have any email confirmation or other evidence showing that you activated permanent self-exclusion through the Mr Green Casino website?

If there is any more communication between you and the casino customer support regarding the reopening of your account, including all the evidence you mentioned in your previous reply, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear Effy11,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru