Marvel Casino - Pelaajan kotiutus on viivästynyt kaksi kuukautta.

Hello. I had multiple withdrawals at this casino. They always had the mastercard option on withdrawal page but also they asked me to add my Skrill registered email in notes every time and they paid my winnings either via Skrill or via mastercard. The last time I requested a withdrawal was also via mastercard but I added my Skrill email there too. A few days or weeks later the transaction status changed to Success. I've been checking my transactions for a long time after that but the money still hasn't been received. I spoke to Marvel via live chat and via email, they kept telling me they were checking the situation. I even sent my transactions history since the withdrawal date but they haven't provided a decent reply. So now I am hoping for Casino Guru help on this case. Thank you

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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.

• Can you confirm if you have checked your Skrill account and any related payment method for the incoming transaction receipt?
• Could you please provide a bank statement covering the relevant period that indicates the payment has not yet been received? You may send it to me via email at attila.g@casino.guru.

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

Hello Attila. Thank you, I have checked all my payment methods multiple times and nothing has been received. I've just sent my transactions history to you via email. Thank you

Hello username789,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello. Thank you. Of course, no problem. By the way, last week I contacted live chat again and they said they were still checking - a usual answer.

Dear username789,

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, Stefan (stefan.m@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,

Attila

Dear username789,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Marvel Casino to join this conversation and assist in addressing the complaint.

Dear Marvel Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan. Thanks a lot!

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.

Hello everybody. The casino finally paid my winnings today. So this issue has been resolved, thanks a lot for your time and effort!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear username789,

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,

Stefan