Mr Green Casino - A verificação da conta do jogador está atrasada.

Dear Casino Guru agent,

I am writing to raise a formal complaint against Mr. Green casino, regarding the ongoing issues with my account verification. Despite submitting four separate Proof of Address documents, all of which meet the requirements stated in their terms, my documents continue to be rejected without clear or reasonable explanation, I keep getting the same email that seems to be computer generated. I am being co-operative and willing to give them what they need, but I do not have any more documents, an average person does not have 10 different types of POA documents.

This repeated refusal to accept valid documentation is preventing me from accessing my funds, which I believe is both unfair and unreasonable. 

I trust that this matter is treated with urgency and we can come to some sort of resolution without any further delay.

Sincerely

G. H.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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:

• Could you please specify which documents you submitted to the casino as proof of address?
• Do these documents contain all the personal details necessary to confirm that you live at the address listed in your casino profile?
• Has the casino explained why the documents you have provided so far were considered insufficient?
• When was the last time you sent a proof of address document to the casino?

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

Best regards,

Veronika

Good day, 

Thank you for taking the time to assist me. 

I have submitted 3 documents (mistakenly said 4 in the previous message) my electric bill, tax return and Halifax statement. 

Yes, all show the date of issue, name and address and were up to date. 

They do not give me a clear reason as to why it is not being accepted, they just say it did not pass the standard security check and they need a new one. 

Last I sent them a POA was 9 September, they replied the same saying it did not pass the standard security check.

Please let me know what else I need to do to help us move forward. 

Sincerely

G. H.

Please forward me the most recent communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents that are still pending verification as well. Thank you for your patience and cooperation.

Thank you for your email. The messages you keep sending to the casino via email are not being received. The immediate reply you receive is an automated Gmail notification stating that your message could not be delivered. You can read more about this error here.

I have checked the FAQ section of the casino, and this is what I found regarding the KYC verification:

How can I send my documents?

You can upload your documents through your Mr Green account HERE or send them via our Live Chat service.

We recommend you will upload your documents through your gaming account, as that is the safest and fastest way to forward your documents. You are able to find this link from your account as well, under My Account- and through the button with text: Upload documents.

Please ensure your documents are attachments (we cannot open document links; either PDF, JPEG or PNG,) and that all documents are attached in one email.

Be assured all documents are protected and stored securely, and once the documents have been verified, we will email you to confirm.

Have you uploaded your documents through your gaming account or via live chat?

Could you kindly forward me the documents you've sent to the casino for verification at veronika.f@casino.guru?

Good day Veronika,

I have uploaded the docs through the casino website under the verification part. They have also been sent to them by email. I have emailed you the communication with Mr Green which has the documents on 24/09., But I will send you a separate email now with the same POA docs.

Thank you very much, LuckyGail1, for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Mr Green Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello LuckyGail1,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Green Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij

We’ve reopened this complaint at the request of Mr Green Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear LuckyGail1,

Thank you for your patience throughout this process. We have received information from the casino indicating that the documents you submitted did not pass their security checks.

To help move things forward, I kindly ask you to provide alternative documents that can verify your address. The casino also mentioned that you can contact their support team via live chat for faster assistance, should you need any guidance during this step.

I understand this situation may be frustrating, and I truly appreciate your cooperation and understanding.

Best regards,

Attila G.

Dear LuckyGail1,

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,
Attila
Casino.Guru