The player from Germany had requested a €350 withdrawal from Martin Casino after her account was fully verified, but the payment had not been processed due to alleged “technical issues.” After weeks of waiting, her account was blocked without a valid reason, and the casino claimed the funds had been refunded to her balance, which she could not access. The issue was resolved when the Complaints Team facilitated communication with the casino, leading to the unblocking of her account and the successful processing of her withdrawal.
Martin Casino - Player’s account is blocked after withdrawal request.
Resolved
Our verdict
Case closed
Amount: €350
Martin Casino
Safety Index:HighCase summary
Discussion
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4 months ago
I requested a €350 withdrawal via bank transfer from Martin Casino. My account was fully verified.
The casino has not processed the payment and kept referring to "technical issues" with the payment provider. After weeks of waiting, my account was blocked without a valid reason.
I never violated any terms. I simply asked for my money. Now the casino refuses to pay, claiming the funds were refunded to my player balance – but I can’t access the account due to the ban.
I respectfully ask CasinoGuru for help to get my funds released.
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4 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you received any explanations from the casino about the reason why your account was blocked? If you received any email, please forward it to me at [email protected].
- Have you made any successful withdrawals from this casino before?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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4 months ago
Translation
Hello I have sent you the information by email
Automatic translation:
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4 months ago
Translation
The payment has now arrived.
Thank you for your help – the complaint can be closed.
Automatic translation:
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kve0911,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
