Marsbet Casino - Pelaajan saldon siirto on viivästynyt.

They are refusing to transfer the balance from the old platform to the new one. The balance was 83,450 rubles. The casino operator confirmed this. I am asking for your help.

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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.

• When was the last time you accessed the old platform where you had an active balance?
• Could you please clarify the details regarding the old and new platforms? Did you receive any emails informing you about the transfer of your old account to the new platform?

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

1. I don't recall the exact details, but the balance had been sitting in the account for about two years. The funds were not transferred when the platform changed. I only found out about this recently, as I hadn't had access to my email or the account.

2. There were no emails or notifications regarding the platform change.

A week later, Marsbet support responded regarding the situation and considers the matter resolved:

Regarding your inquiry about the deposit—which, according to the information you provided, was made in 2023—we wish to inform you that this request cannot be processed at this time.

In accordance with our Terms & Conditions, claims regarding uncredited deposits, missing payments, or balance discrepancies must be submitted within six months of the transaction date. As more than three years have elapsed since the transaction in question, the established deadline has been significantly exceeded; furthermore, we are unable to verify the transaction based on the available payment details.

We provide the relevant section of our Terms & Conditions below for your review:

COMPLAINTS AND NOTICES

9. Time limit for submitting claims regarding payments and balances

Any claim regarding an uncredited deposit, missing payment, incorrect balance, or other payment-related error must be submitted within six months of the date of the relevant transaction. After this period, the Company reserves the right not to investigate or consider such a claim, as the necessary transaction data and supporting payment information may no longer be available for verification. Consequently, claims concerning transactions made more than six months ago—including deposits made several years ago—may be rejected as having been submitted outside the established timeframe.

I completely disagree with this decision, as I did not have access to my email or my casino account. How could I have known about the platform change and the transfer of funds to the new one? In effect, my balance was lost by the staff, yet they refuse to take responsibility for the incident, citing the rules.

Dear angrik1,

Thank you for your response and further clarification of your problem.

Unfortunately, we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

Casino Guru