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Dear Casino Guru,

I would like to submit a complaint against Mr Green Casino regarding confiscated winnings.

On 16 March 2026, I won a jackpot of approximately €54,654.63 while playing "Legacy of Dead + Jackpot Drop" with a bet of €0.50.

The winnings were fully credited to my account, showing a balance of over €54,800. I was allowed to continue playing for approximately two hours after the win.

During this time, I continued playing normally and generated additional winnings (approximately €1,000), including another jackpot win.

Only after I requested a withdrawal, my account was suddenly restricted and all winnings were removed. The casino claimed there was a "technical error."

I strongly disagree because:

the winnings were fully credited

I was allowed to continue playing normally

additional winnings were generated after the jackpot

everything is recorded in my game history

I also submitted an official complaint to the Malta Gaming Authority.

I have screenshots proving all of this.

I kindly request your assistance in resolving this matter.

Kind regards

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Hello,

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?
• Could you please advise how long have you been playing at Mr Green Casino? Have you made any deposits?

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,

Attila

Dear Player, do I understand correctly that it appears as if the funds were lost during regular gameplay?

If so, could you please share you game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Additionally, could you please confirm how much is your account balance?

You can reach me via email at [email protected].

Thank you in advance for your response.

Hello Attila,

I have since received a reply from Mr. Green.

The letter merely confirms that my request is being processed as a GDPR data access request (DSAR). However, no specific information regarding my case, my gaming history, or the withheld winnings was provided.

Furthermore, I would like to point out that I have already sent you several messages via email. I would be grateful if you could also check these, as I have not yet received a response.

This means that Mr Green is currently not issuing a substantive statement on the points I raised, but is instead invoking the legal deadline of up to one month.

In my view, this is further evidence that a clear and transparent explanation from the casino is still lacking – especially regarding the alleged "technical malfunction" that supposedly led to the cancellation of my winnings.

I therefore ask for your support so that Mr. Green can issue a concrete statement and provide relevant evidence as part of the complaint.

Thank you in advance.

Best regards

Hallo Attila,

ich habe inzwischen eine Antwort von Mr Green erhalten.

Darin wird lediglich bestätigt, dass meine Anfrage als DSGVO-Datenauskunft (DSAR) bearbeitet wird. Konkrete Informationen zu meinem Fall, meinem Spielverlauf oder den einbehaltenen Gewinnen wurden jedoch nicht geliefert.

Außerdem möchte ich darauf hinweisen, dass ich Ihnen bereits mehrere Nachrichten per E-Mail gesendet habe. Ich wäre Ihnen dankbar, wenn Sie diese ebenfalls überprüfen könnten, da ich bisher keine Rückmeldung darauf erhalten habe.

Das bedeutet, dass Mr Green aktuell keine inhaltliche Stellungnahme zu den von mir vorgebrachten Punkten abgibt, sondern sich auf die gesetzliche Frist von bis zu einem Monat beruft.

Aus meiner Sicht ist das ein weiteres Zeichen dafür, dass eine klare und transparente Erklärung seitens des Casinos bislang fehlt – insbesondere in Bezug auf die angebliche „technische Störung", die zur Annullierung meiner Gewinne geführt haben soll.

Ich bitte daher um Ihre Unterstützung, damit Mr Green im Rahmen der Beschwerde eine konkrete Stellungnahme abgibt und entsprechende Beweise vorlegt.

Vielen Dank im Voraus.

Mit freundlichen Grüßen

Dear Player,

Thank you for your response and for providing additional details about your situation. We regret to inform you that we are unable to assist you in this instance. It has come to our attention that multiple players reported a glitch in the same game simultaneously across various platforms.

We fully understand how frustrating this situation must be, particularly since the winnings were initially credited to your account and everything seemed to be functioning correctly from your perspective during the game. After a thorough review of the information provided, we found that several players experienced a similar situation on the same date when jackpot winnings were credited and subsequently removed due to a technical issue. While we empathize with your concerns, this actually reinforces the conclusion that a larger system failure occurred on that day. Jackpot systems are designed such that a specific jackpot can only be won once at a given level; therefore, if multiple players appear to have won the same or similar jackpot within a short timeframe, it strongly indicates a system failure rather than multiple valid wins. In such instances, casinos rely on data from the game provider, who bears responsibility for the proper functioning of the game and its jackpot mechanics. If the provider confirms that a technical error occurred, the casino is entitled to void any winnings that were the result of this error, in accordance with their terms and conditions:

18.3 If the Gaming Operator, due to a technical error in the systems that the Gaming Operator licenses from its suppliers or due to any other reason outside the Gaming Operator's reasonable control, makes an erroneous payment to the Player Account, such erroneous payment shall be paid back to the Gaming Operator as soon as the error has been identified. The Gaming Operator shall be entitled to retake such erroneous payment without the Player's prior consent. Such erroneous payment shall be regarded as a debt to the Gaming Operator until correction has been made. The Player is obligated to inform the Gaming Operator immediately upon becoming aware of an erroneous payment.

We sincerely wish we could be of more assistance in this matter, but given the circumstances, we are unable to proceed further. Consequently, we must close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Attila