Marathonbet Casino - Pelaajan voitot on takavarikoitu.

Hello,

I would like to file a complaint against Marathonbet regarding unfair confiscation of my winnings.

Here is the timeline of events:

I registered and used my Marathonbet account normally.

I deposited cryptocurrency several times and the bookmaker/casino accepted all deposits without any issues.

I mainly played casino games and slots on the website and accumulated approximately $155 in winnings.

When I requested a withdrawal, Marathonbet started a full KYC/AML verification process.

I provided all requested documents:

passport pages,

identity verification,

cryptocurrency wallet screenshots,

transaction history,

proof of wallet ownership.

During verification, Marathonbet informed me that there was an older account connected to my personal data. However, this old account was created around 10 years ago. My current account was registered on the Mbet platform, and I genuinely believed it was a separate website/company because the platform and interface are very different from the old Marathonbet website I used many years ago.

Marathonbet explicitly informed me that they would allow me to continue using my current account and that only the old account would be closed. After this confirmation, they continued the verification process and continued treating my current account as valid.

However, after I completed all requested verification steps, Marathonbet suddenly changed their position and informed me that:

my account would be closed,

and all bets/game results would be recalculated with odds 1.00.

As a result, my winnings were confiscated and only the remaining balance was returned.

I believe this is unfair because:

Marathonbet already reviewed the account situation and explicitly allowed me to use the current account.

They accepted my deposits and continued allowing gameplay after this review.

They only confiscated winnings after I accumulated profit.

If the account was not acceptable, they should have closed it BEFORE accepting deposits and gameplay.

I have screenshots and emails confirming:

the verification process,

their message allowing the current account,

and the later confiscation decision.

I kindly ask Casino Guru to review this case.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share with me your communication with the casino regarding the old account?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports)
• Could you please send the communication with the casino regarding the accusations against you and the justification for the confiscation of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear yatsik13,

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.

I played slots and also did a little sports betting. I'm attaching screenshots here.

Я играл в слоты а также немного делал ставки на спорт. Скриншоты прикрепляю здесь.

Thanks for the provided evidence.

Could you please specify when the casino informed you of the presence of multiple accounts in the first email?

When were you informed of the confiscation of your winnings?

Please provide dates of these events. We apologize for the inconvenience.

On May 4th, they informed me that I had two accounts but allowed me to continue playing on one of them. Just 24 hours later, on May 5th, they confiscated my winnings and blocked my account.

4го мая они мне сообщили о наличии двух аккаунтов но разрешили продолжить игру на одном из них. А уже через сутки 5го мая они конфисковали выигрыш и заблокировали аккаунт.

Dear yatsik13,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello yatsik13,

It's Michal again and I will be handling your complaint going forward. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow. In the meantime, can you please confirm which casino account you have actually used the last time 19115272 or 2307020?

Have both the account been active and actively used at a certain point?

I acknowledge this sentence in the email from the casino:

However, have you received a explicit permission by the casino team to continue playing in your account 19115272?

We would also like to invite Marathonbet Casino to join the conversation.

Dear Marathonbet Casino,

Could you please clarify why the player was permitted to continue using account 19115272 and participate in gambling activities, only for their winnings to be subsequently confiscated on the grounds of a violation of your rules?

In particular, if the circumstances giving rise to the alleged breach were already known to you at the relevant time, we would appreciate an explanation as to why the appropriate restrictions or preventative measures were not applied earlier, rather than after the player's winnings had been generated.

Should there be any additional factors relevant to the matter that cannot be shared publicly, please send them directly to me at michal.k@casino.guru for a independent review.

Thank you in advance.

Hello Michal,

Thank you for reviewing my case.

The account I used most recently was 19115272. This is also the account on which my balance and winnings were located.

The other account (2307020) was created approximately 10 years ago and had not been actively used for many years. When I registered on the Mbet platform, I genuinely believed it was a separate website/company because the platform and interface were significantly different from the Marathonbet website I had used many years ago.

Regarding your question about permission to continue using account 19115272:

Marathonbet informed me in writing that they would allow me to use account 19115272 and that the other account would be closed. Based on this message, I understood that the duplicate account issue had been reviewed and resolved.

After sending this message, Marathonbet did not restrict my account, did not warn me that my winnings could be confiscated, and did not inform me that account 19115272 was in violation of their rules.

On the contrary, they continued the verification process and repeatedly requested additional documents from me, including:

identity documents,

additional passport pages,

cryptocurrency wallet verification,

transaction history,

proof of ownership of the wallet.

I fully cooperated and provided every document requested.

The continuation of the KYC/AML process after their confirmation that I was allowed to use account 19115272 further reinforced my understanding that the matter had been reviewed and resolved, and that I was permitted to continue using this account.

For this reason, I was very surprised when, after completing the verification process, Marathonbet suddenly changed its position, closed the account, and recalculated all bets with odds of 1.00, effectively confiscating my winnings.

My main concern is not that Marathonbet discovered an old account. My concern is that they explicitly informed me that I was allowed to continue using account 19115272, continued processing my verification, accepted all requested documents, and only afterwards confiscated the winnings.

In my opinion, if Marathonbet believed that account 19115272 violated their rules, they should have applied the relevant restrictions immediately after discovering the issue, rather than confirming that I could continue using the account and then voiding the winnings later.

Thank you for your assistance and for looking into this matter.

Kind regards,

Oleh Y*****

Dear yatsik13,

Thank you for your response.

If the circumstances are as you described, I can understand and align with your position. However, in order to sufficiently assess the matter, I kindly ask you to provide any supporting evidence that explicitly confirms you were authorized by the casino team to continue using account 19115272.

This could include emails, chat transcripts, or any other communication from the casino clearly indicating that continued use of this account was permitted.

Dear Marathonbet Casino,

We look forward to receiving your clarification regarding the above-mentioned matter.

Hello Michal,

Thank you for your message.

The email I previously submitted is the document on which I based my understanding that I was allowed to continue using account 19115272.

In that email, Marathonbet informed me that account 19115272 would remain available for use and that the other account would be closed.

I do not have any additional documents stating this because all communication regarding this matter was conducted by email during the verification process.

Furthermore, after sending this email, Marathonbet continued the KYC/AML verification process, repeatedly requested additional documents, reviewed them, and never informed me that account 19115272 was prohibited or that any winnings could be confiscated.

For this reason, I reasonably understood that the duplicate account issue had been reviewed and resolved and that I was permitted to continue using account 19115272.

Kind regards, Oleh

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.