Mr. Green Casino SE - Výplata hráčovy výhry se zpozdila.

I requested a withdrawal of 55150 SEK on Sunday 23/3 and only received 2000 SEK. The remaining amount has not been transferred to my bank account yet and MR Green rejected the withdrawal request because they believe they have not received all the necessary documents.

The whole process of the payout feels drawn out and Mr Green is coming up with new excuses. First it was a technical error and now they say it has to do with KYC verification even though I have already sent all the necessary information.

Jag begärde ett uttag på 55150 SEK söndagen den 23/3 och fick endast 2000SEK utbetalt. Resterande belopp har inte förts över till mitt bankkonto än och MR Green avvisade uttagningsförfrågan för att de anser att de inte tagit emot alla nödvändiga dokument.

Hela processen med utbetalningen känns utdragen och Mr Green kommer med nya bortförklaringar. Först var det tekniskt fel och nu säger de att det har med KYC verifiering att göra även om jag redan har skickat all nödvändig information.

Dear achabi,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear achabi,

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.