Mrgreen – closed account, delayed verification and withheld balance (~17,000 SEK)

[loman88]

Jag vill dela min erfarenhet med Mr Green gällande ett stängt konto, en försenad verifiering och mitt kvarvarande saldo på cirka 17 000 SEK.

Mitt spelkonto hos Mr Green har stängts av bolaget. Efter att mitt pass godkänts begärde Mr Green ägarhandlingar för mitt bunq-kort med slutnummer 2352 och mitt Wise Visa-kort med slutnummer 9283. Båda korten tillhör mig.

Jag skickade in följande dokument:

Card Cancellation Statement från bunq för kortet med slutnummer 2352

Wise bank statement med transaktioner kopplade till kortet med slutnummer 9283

Wise Proof of Account Ownership

Den 25 september bekräftade Mr Green via e-post att mina dokument skickats vidare till ansvarig avdelning. Sedan dess har jag följt upp flera gånger via e-post och chatt, men jag har inte fått:

Ett besked om mina dokument godkänts eller avslagits

En förklaring till varför mina två Skrill-uttag återfördes

Någon tidsplan för utbetalning av mitt saldo

Mitt nuvarande saldo är cirka 17 000 SEK. Jag har tidigare gjort lyckade uttag till både bunq och Skrill, så jag förstår inte varför verifieringen nu blockerar en utbetalning till mitt tidigare använda Skrill-konto.

Enligt Spelinspektionen ska innestående medel normalt betalas ut senast fem vardagar efter att kontot avslutats på licenshavarens initiativ, förutsatt att spelaren inte lämnat felaktiga uppgifter eller stängts av för misskötsamhet. Inget av detta är relevant i mitt fall.

Jag har sedan skickat in ett formellt klagomål via Mr Greens dedikerade klagomålsadress (deras “complaints”-mejl) och väntar nu på deras svar inom den 10-dagarsfrist de angav.

Har någon annan haft liknande erfarenheter med Mr Green — stängt konto, försenad verifiering och innehållet saldo?

[Afi4wins]

1 hour ago, loman88 said:

I would like to share my experience with Mr Green regarding a closed account, a delayed verification and my remaining balance of approximately SEK 17,000.

My Mr Green account has been closed by the company. After my passport was approved, Mr Green requested ownership documents for my bunq card with the final number 2352 and my Wise Visa card with the final number 9283. Both cards belong to me.

I submitted the following documents:

Card Cancellation Statement from bunq for the card with ending number 2352

Wise bank statement with transactions linked to the card with ending number 9283

Wise Proof of Account Ownership

On September 25th, Mr Green confirmed via email that my documents had been forwarded to the responsible department. Since then, I have followed up several times via email and chat, but I have not received:

A notification if my documents have been approved or rejected

An explanation of why my two Skrill withdrawals were reversed

Any timeline for paying out my balance?

My current balance is around SEK 17,000. I have previously made successful withdrawals to both bunq and Skrill, so I don't understand why the verification is now blocking a payout to my previously used Skrill account.

According to the Swedish Gambling Authority, funds should normally be paid out no later than five business days after the account has been closed at the licensee's initiative, provided that the player has not provided incorrect information or been suspended for misconduct. None of this is relevant in my case.

I have since submitted a formal complaint via Mr Green's dedicated complaints address (their "complaints" email) and am now awaiting their response within the 10-day period they stated.

Has anyone else had similar experiences with Mr Green — closed account, delayed verification and capped balance?

@loman88 Hi there and welcome to the forum.

Kindly use only English in this section of the forum please, or post your message in the appropriate non-English section.

[formerPokerpro]

@loman88

write it again in english and im sure u ll find the help to solve this matter here.

if u dont speak enlish (which i doubt ^^) find a friend to help u with this matter

[Afi4wins]

The easiest way is to use Google TRANSLATOR!