Last year me and my partner had an account on mrgreen (in germany, my partner played a lot on it), after the relationship ended i moved to holland. I had to open a new mrgreen account (for my own). The customer service said, that i had to open a new account, to switch the country of the account from germany to the netherlands, and that this was ok. They closed my old account for this. I had to use a new emailadress and phonenumber, and it was all ok.
I made a lot of deposits (high ammounts) and withdraw my winnings, the first days everything was paid (after they verify my account). On the 5th of may, i made a deposit of 5000 (4000 and 1000), and ended up with a blanace of arround 12500. I made withdrawals, of 2500 and 10.000. On the 6th of may my account was closed. The support asked for a selfie with my ID and other documents, i sended them. On the 8th of may, the 2500 was paid to me, but not the 10.000.
i asked for days, weeks, in the chat when my account will be re-opend and when i get my withdrawal. They said i need to wait and the will answer me in an email.
Its now the 24th of may and my account is still closed. I got today an anwer from the customer support, the said that they keep my account closed because i breach some terms? And that i will not recieve my withdrawal (of 10.000):
Mr. Green terms & conditions 10.1:
If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings.
I included the mail, in a screenshot (proof of the mail). Its dutch.
I (google) translate the mail, from dutch to English:
Dear Marilla < surname removed >,
We would like to inform you of reference number 116033342 about your Mr. Green account.
We have now completed internal research into the activity around your account. We have concluded that the activity in your account has clearly violated our terms and conditions.
Mr. Green terms & conditions 10.1:
If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings.
We want to inform you that we have no other choice to cancel all of your bet you've placed and confiscate your winnings.
Your account will be permanently closed and we will not make any future bets with Mr. Accept green more.
Hope to have informed you sufficiently.
Have a nice day!
With best regards,
Customer service
Mr Green - A Casino Playground
As far as i know, i did nothing wrong! They dont pay my 10.000 withdrawal. They dont say what terms i break, or what i did wrong. I also dont get an answer for this. Excuse my bad Englisch, hope you can help!
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