The player from Brazil had experienced an account blockage after he had placed bets and withdrawn winnings. The casino had reportedly blocked his account because he had not used the total deposit value for betting. The player had been frustrated due to the lack of prior notifications about this rule. Upon review, we found that the casino's action had been in line with their terms and conditions, which stated that if the amounts of money deposited and withdrawn did not correlate with bets placed, the casino could proceed with enhanced customer verification procedures and had the right to close the account. This rule was a common practice in casinos and was in accordance with Anti-Money Laundering Regulations for the Gaming and Gambling Industry. The complaint was eventually rejected due to the player's lack of response to our messages and questions.
Marathonbet Casino - Player's account blocked due to betting amount claim.
Amount: 902 R$
Marathonbet Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
After placing several bets and attempting to withdraw my winnings, my account was blocked. The reason provided was that I had not used the total value of the deposit to place bets. If it's mandatory to use the entire deposited amount to place bets before making a withdrawal, why doesn't the system simply issue a notification stating this? This unnecessary action causes frustration for users.
Dear andrepascoal1992,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
If the amounts of money deposited and withdrawn do not correlate with bets or stakes being placed from an account, or Marathonbet has concerns about the way an account is being maintained, Marathonbet will always proceed with enhanced customer verification procedures before processing transactions, and Marathonbet also reserves the right to close your account. This is to ensure transactions are in accordance with the legislation of the Netherlands Antilles.
It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.
Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.
Please let us know if this explanation was satisfactory. Looking forward to hearing from you.
Best regards,
Petronela
Dear andrepascoal1992,
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.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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