Mr Green Casino - Le vincite del giocatore sono state confiscate.

I hereby submit a formal complaint against Mr Green regarding the cancellation of my winnings of €54,713.11.

I played without using a bonus and under normal conditions. The winnings were initially credited to my player account correctly. However, after requesting a withdrawal, it was canceled and my account was temporarily deactivated.

I was subsequently informed that my winnings had been removed due to an alleged "system error" related to a jackpot feature. However, I did not notice any irregularities or technical problems during the game. From my perspective, the game functioned correctly at all times.

I believe that I acted in good faith and had no way of knowing about such an error.

I therefore request a review of this case and assistance in finding a fair solution.

Best regards

Rita M***

Hiermit möchte ich eine formelle Beschwerde gegen Mr Green bezüglich der Stornierung meines Gewinns in Höhe von 54.713,11 € einreichen.

Ich habe ohne Verwendung eines Bonus und unter normalen Bedingungen gespielt. Der Gewinn wurde zunächst ordnungsgemäß meinem Spielerkonto gutgeschrieben. Nach Beantragung der Auszahlung wurde diese jedoch storniert und mein Konto vorübergehend deaktiviert.

Im Anschluss wurde mir mitgeteilt, dass mein Gewinn aufgrund eines angeblichen „Systemfehlers" im Zusammenhang mit einer Jackpot-Funktion entfernt wurde. Während des Spiels konnte ich jedoch keinerlei Unregelmäßigkeiten oder technische Probleme feststellen. Das Spiel verlief aus meiner Sicht jederzeit ordnungsgemäß.

Ich bin der Auffassung, dass ich in gutem Glauben gehandelt habe und keine Möglichkeit hatte, einen solchen Fehler zu erkennen.

Ich bitte daher um Überprüfung dieses Falls und Unterstützung bei einer fairen Lösung.

Mit freundlichen Grüßen 

Rita M***

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Dear ritaatir,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that the casino confiscated winnings from one specific game?
• Have you already regained access to your casino account?
• Could you please clarify how much money you currently have in your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your support.

Let me summarize the situation clearly once again:

The casino subsequently removed my winnings of €54,713.11 from the game "Book of Dead / Jackpot Drop" and refused to pay out, citing an alleged system error.

During the game, however, I didn't notice any irregularities or technical problems. From my perspective, the game ran completely normally, and I played without bonuses and in good faith.

I have regained access to my account. However, the winnings have been completely removed, and there is currently only €13.77 left in my player account.

I would be very grateful if you could review this case and assist me in finding a fair solution.

Best regards

Rita

Liebe Kristina,

vielen Dank für Ihre Unterstützung.

Ich möchte die Situation nochmals klar zusammenfassen:

Das Casino hat meinen Gewinn in Höhe von 54.713,11 € aus dem Spiel „Book of Dead / Jackpot Drop" nachträglich entfernt und die Auszahlung mit der Begründung eines angeblichen Systemfehlers verweigert.

Während des Spiels konnte ich jedoch keinerlei Unregelmäßigkeiten oder technische Probleme feststellen. Das Spiel verlief aus meiner Sicht vollständig normal, und ich habe ohne Bonus und in gutem Glauben gespielt.

Ich habe inzwischen wieder Zugriff auf mein Konto. Der Gewinn wurde jedoch vollständig entfernt, und es befinden sich aktuell nur noch 13,77 € auf meinem Spielerkonto.

Ich wäre Ihnen sehr dankbar, wenn Sie diesen Fall prüfen und mich bei einer fairen Lösung unterstützen könnten.

Mit freundlichen Grüßen 

Rita

Dear Kristina,

I wanted to politely inquire whether there is already an update on my case.

Thank you for your support.

Best regards

Rita

Liebe Kristina,

ich wollte höflich nachfragen, ob es bereits ein Update zu meinem Fall gibt.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen 

Rita

Thank you very much for your reply, ritaatir. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Thank you for your message.

I have just sent you all the relevant documents and correspondence with the casino via email.

Please let me know if anything is missing.

Thank you for your support.

Best regards

Rita

Liebe Kristina,

vielen Dank für Ihre Nachricht.

Ich habe Ihnen soeben alle relevanten Unterlagen und die Korrespondenz mit dem Casino per E-Mail zugesendet.

Bitte geben Sie mir Bescheid, falls noch etwas fehlen sollte.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen 

Rita

Dear ritaatir,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Kristina,

Thank you for the update.

Please let me know if you need anything else from me.

Best regards

Rita

Liebe Kristina,

Vielen Dank für das Update.

Informieren sich mich, falls sie eventuell doch noch etwas von mir benötigen.

Mit freundlichen Grüßen

Rita

Hello ritaatir,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ritaatir,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mr Green Casino to join this conversation and assist in addressing the complaint.

Dear Mr Green Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.