Marathonbet Casino ES - Player’s verification process is delayed.

The problem is that I deposited €150, and since I supposedly had a bonus, I bet it and unfortunately lost it. So I requested my €150 sports bonus, and they told me I had to verify myself. I've been sending documentation for two months, and when I finally finished sending everything, they repeatedly tell me to wait a couple of days. It's been a week, and today they tell me I have to send four more documents that I already sent, and it's impossible for me to verify myself. This is the casino that has given me the most trouble verifying me.

Dear AlvariitoScratch,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Marathonbet Casino ES.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Do I understand correctly your real money balance was played down, and your welcome deposit hasn't been credited due to incomplete verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

First they asked me for a bank statement on January 13th and they didn't want a screenshot, it had to be a PDF knowing that the bank statement doesn't come out until the following month. After this they ask me for documentation that verifies my bank ownership and card ownership, which I also sent correctly, then they ask me for a bank statement again, then photos of me, my ID with it and another bank statement, after trying to talk to them for several days in a row, they ask me for the statement again, instead I send them all the documents they asked me previously including the statement, all in the correct formats for them and they send me an email that they are verifying it to wait a day. After a few days I speak with them and they tell me to wait and two days ago when I started the claim they send me an email that they want another bank statement from 3 previous months, a utility bill, and an official communication or letter from the competent authorities... I think they are already abusing me to not give me my 150e bonus

Dear AlvariitoScratch,

Could you please share with me your communication with the casino for us to review? Send emails or chat transcripts from the beginning of March 2025 relevant to your complaint to my email at [email protected], or post screenshots here

I apologize for the inconvenience. Thanks I advance for your cooperation and reply.

Dear AlvariitoScratch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.