Mr Green Casino DE - Вывод средств игрока задерживается.

Good day,

I won €1300 and would like to withdraw it. It's been years since I last withdrew anything from them. Now I've been asked to verify my account, which I've done. Then I'm told that my name has changed. When I registered, I presumably still had my maiden name. I can't open a live chat, I can't send an email (because there's no response or the email addresses are unavailable), and I can't contact them by phone. So I can't do anything at all to move things forward. I've uploaded documents again proving that I've changed my name. My current name and address are also on file in my customer account. Could you possibly help me with this? Kind regards, Vanessa

Guten Tag,

ich habe 1300€ gewonnen und möchte dies auszahlen lassen. Das letzte Mal, dass ich dort etwas habe auszahlen lassen, ist schon Jahre her. Jetzt wurde ich drum gebeten, mich zu verifizieren und das habe ich getan. Dann wird mir gesagt, dass sich mein Name geändert hat. Als ich mich registriert hab, hatte ich vermutlich noch meinen Mädchennamen. Ich kann keinen Live Chat öffnen, kann keine E-Mail schreiben (weil keine Antwort kommt oder E-Mail-Adressen nicht verfügbar sind) und kann nicht in telefonischen Kontakt treten. Ich kann also rein gar nichts tun, um irgendwie die Sache voranzutreiben. Ich habe erneut Dokumente hochgeladen, die zeigen, dass ich mein Name geändert hat. Mein aktueller Name und meine aktuelle Adresse ist auch in meinem Kundenkonto hinterlegt. Könnten Sie mir da eventuell helfen? Liebe Grüße, Vanessa

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear vanessasommer88,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear vanessasommer88,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear vanessasommer88,

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,
Karla
Casino.Guru