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Mr Green - Beyond longer than necessary state of verification pending


Found for the Player - Mr Green has informed us that they will not cooperate with this service to manage player complaints.

Read our Mr Green Casino Review.

Player's Complaint

I have a balance of £183.77 in my MrGreen account which was suspended when they requested some documents for verification. However, this was a couple of months ago and although I sent in everything demanded of me the status of my account remains the same - me locked out and zero response from MrGreen. Every week or so I commit some time to entering into their live chat, submitting my details and explaining the situation. It has become rather repetitive especially considering the response is always the same. "We will escalate this further. Is there anything else we can help you with today?". I have been with MrGreen for more years than I care to remember although it seems they are now in different ownership. I have persevered to retrieve my funds but I am not getting anywhere.

Read the casino review

2 Responses

User icon
August 25, 2022

Hi FAVOX - welcome back.

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you’ve chosen to play with an operator who historically has refused to cooperate with this service in the management of complaints from UK players. While we will try to contact the operator on your behalf, it is a near certainty that they will refuse to discuss this complaint.



User icon
September 14, 2022


Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operator’s ADR, eCOGRA.

Sorry we could not be of further help.


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FAVOX consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Mr Green
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Mr Green Limited

August 24, 2022

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