Mr Green Casino - Spilleren er låst ude og kan ikke hæve gevinster.

I won the jackpot drop, continued playing, and then got logged out. I can't log back in, and customer support, which is only available via chat, isn't providing any information.

Ich habe den Jackpotdrop gewonnen habe weiter gespielt und wurde ausgeloggt. Ich kann mich nicht mehr einloggen und der Kundendienst der nur über chat erreichbar ist gibt keine Auskunft

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 Tratti78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Hello

I only play slots there.

My account has been active and verified for years, and I have already made several withdrawals from it.

And I played without bonus money.

Hallo

Ich spiele dort nur slots.

Mein Konto ist seit Jahren aktiv und verifiziert und ich habe dort auch schon mehrere Auszahlung getätigt.

Und ich habe ohne Bonusgeld gespielt.

Dear Tratti78,

Thank you for your reply and for providing the previous details.

Based on the information received and further clarification, please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen may differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand your situation, could you please answer the following questions:

• Do I understand correctly that this issue occurred only once and with one specific game, or did it happen across multiple slots?
• Could you please provide your game history?
• Can you confirm whether you have received any communication via email regarding your account or the jackpot win?

You can send all relevant documents to petra.h@casino.guru or post screenshots directly in this thread.

Thank you again for your cooperation.

I won the jackpot and then played for another hour until I was kicked out. After three days, I was able to log back in with a balance of 2800, from which I withdrew 2000.

Ich habe den jackpot gewonnen und danach boch eine Stunde weiter gespielt bis ich rausgeflogen bin. Nach 3 Tagen konnte ich mich wieder einloggen mit einem Kontostand von 2800 wo ich mir 2000 auszahlen habe lassen.

I find my transaction balance for the last week interesting.

Interresant finde ich meine Transaktionsbilanz in der letzten woche

Dear Tratti78,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear Tratti78,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Green Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Dear Tratti78,

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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE. I am sorry I could not be of more help on this occasion.