The player from Brazil had his account at Marathonbet Casino locked after a few days of use. Despite having provided all the required information, the casino had claimed that the information didn't match and retained his funds. The player had claimed to have provided correct and true personal information during registration. The Complaints Team had requested further evidence from the player, and upon review, discrepancies were found in the documents provided, particularly in the utility bill. Despite the player's attempts to provide alternative proofs of address, Marathonbet Casino had maintained its decision to close the account, citing clause 1.4.5 of their rules. The Complaints Team had concluded that the casino was within its rights to refuse and proceed following its terms and conditions, which resulted in the complaint being rejected.
Marathonbet Casino - Player's account has been blocked.
Amount: 1,426 R$
Marathonbet Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
After using Marathon bet for a few days I noticed my account was blocked... in the end they practically stole my money
They asked me for everything, and I sent it correctly
Please attach the printout of the email I received from them out of the blue saying that the information is different, what a fake site!
help me please 🙏🏻
email: [hidden by Casino Guru]
cell phone registration [hidden by Casino Guru]
Dear Jonatasouzaa1,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Maratonbet Casino.
I have checked the Terms and Conditions and this is what I found under rule 1.4.5:
It is each individual customer’s responsibility to ensure that the personal details provided at registration are correct. Marathonbet.com reserves the right to close, suspend and void, fully or partially, any bets if the personal details provided are found to be incorrect.
Could you please confirm that you registered at the casino with all your personal information being true and correct? Did you fill out your casino profile properly?
Could you kindly specify which documents have you provided for the verification?
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
Before we move forward with your case, please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.
Sorry for the delay, due to my value being trapped it caused me an anxiety attack.... however, I managed to send you what was requested, in the first part, now the emails I sent remain, I will forward them to you.
Thank you very much, Jonatasouzaa1, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Well, it seems that Marathom doesn't take into account an answer here... will they take any action?
Hi Jonatasouzaa1,
I've reviewed your case and am sorry that you came across such a problem with blocking of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Marathonbet Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason why the player's account was blocked and the funds confiscated? In your email to the player you refer to the rule 1.4.5. of your terms, however I'd appreciate it if you could explain in detail why the player hasn't passed verification.
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
Dear Natalia,
This clause of the Rules was applied to clients because we received documents from him with signs of graphic processing. For example, the player's name was indicated in the utility bill, although a completely different person is issued by the QR code.
Best regards,
Casino Marathonbet
Isn't it enough to ask me for another form of proof? I can send it from my father or mother who lives in the same house as me...
What happens most often are incorrect readings on the QR code that lead to another name... if you want, I'll send you another one, what you can't do is misappropriate my money 💰
For the love of God, I even do a live conference, I go to the road and show the house number, my face and the village number
[hidden by Casino Guru] I live…
I find this all very difficult to not return what is rightfully mine, I am going through a certain difficulty and at the moment I really need this money to the point of having anxiety attacks, please don't despise me for something that could be resolved, I would like my account back and I will prove my residence to you with whatever is necessary
Thank you for the response, Marathonbet Casino.
Dear Jonatasouzaa1, could you please send me the very same document (utility bill), that was mentioned by the casino? We'd like to have a look independently.
I'd also like to specify, that the proof of address cannot be issued in the names of your parents, the document must be issued only in your own name, that's why if you live together with your parents and the utility bills are sent in their names, such documents can't be accepted.
Perfect, I understand, Miss Natália, I will send what was forwarded to them to your email, and I will remove a second but updated copy to send you that is in my name, or I will even send two receipts, one by phone, from my cell phone number and this electricity number.
natalia.b@casino.guru . I sent it to your email... some things I no longer have, because they are within access on the platform, they ask for it by email and I send it through their website. So in this case I have a receipt already paid for the most current month.
I emphasize
I AM JONATA ****
RESIDENT: ****
BRAZIL: ****
PLEASE MARATHON RELEASE MY ACCOUNT, I'M FINDING THIS SO UNFAIR, EVEN MY BANK STATEMENT IS THERE
Dear Jonatasouzaa1, thank you for the email, I have received your documents.
I have a few questions about the electricity bill:
- According to the casino, there should be a QR code, could you please advise if this is the one that allows you to pay with PIX for the invoice?
- According to the metadata of the file, it was created in April 2023. However, there are also two more dates in the document: the issue date is stated as 20/10/2023, but below it is written that the "current measurement" dates back to 26/11/2021. Can you please explain these different dates and even years?
I'm attaching the screenshots of what I mean:
Regards,
Natalia
Yes, measurement is a form of inspection, but contact LITGHT itself who confirms this for you, I believe that a live confirmation with all these printed documents and my documents such as driver's license and identity registration would be better, I don't speak English so well but I can understand what a live with you, it would be excellent to clarify any doubts you have, here in Brazil it is difficult to get these accounts and sometimes they are wrong with the wrong QR and even without QR when we ask for a second one via, the payment we make here is by "boleto" bar code, not by qr code pix… but in the end, can we please do this live? I make an effort in English to convey any information live to you
The watch measurement takes place according to the light once for inspection of the watch, it can be as many times as you want in the year.
Dear Jonatasouzaa1, unfortunately, I haven't really understood why the document you provided was created in April 2023. And why the current measurement dates back to 2021. Without a proper explanation, it makes me think that this document wasn't issued recently.
Do you have any other types of documents that can confirm your address, except for the electricity bill? As I can see from the Bank Statement you provided, there's no address mentioned, so other options may be water/gas bills, council tax, municipality bill, government tax letter, or bank reference letter.
Dear Natalia, we would like to note that our company has a certain list of documents that can be accepted as proof of address. However, a very dubious document was received, which also raised a number of questions for you.
I sent it to marathom, but they say they won't accept anything more... I even presented my bank statement which proves practically everything
If the marathom team provides me with which documents they will accept as proof of residence, I will provide it, even if it is in a letter or anything that is within my reach, I am here to resolve this, because I did everything correctly and proof of my veracity It has already been done, I am Jonata and this is already proven by my documents and bank statements, what more does Marathom want? What additional evidence should I send? Obviously we are in a dubious impasse that my money is unduly stuck with you, at least my deposits should be returned... but in the end, what does marathom want more to resolve this? For me to go in front of LIGHT and ask the veracity of the document??? I'm here to resolve it... tell me what to do to get what is rightfully MINE marathom... and I will provide
Here in Brazil I can write a letter and recognize residence at a notary's office, just notarize this declaration... I will do this if Marathom approves, because legally this here in Brazil applies to everything
now I will record a video showing my document, my face and showing the number of the house I live in and the number of the village now there will really be no more doubt about my residence
Look at this video where I show documents that I used to verify and show my house [hidden by Casino Guru]
I want to resolve it, please give me back my account and my values, I don't think that's fair... for the love of God
As soon as you watch the video I will take it down, it is private only to those who have the link.
Dear Marathonbet Casino, could you please specify what types of documents you accept as proof of address, except utility bills and bank statements?
Dear Natalia, the player was offered a list to choose from:
• utility bill (gates within the last 3 months)
• council/property tax bill (gates within the last 3 months)
• credit card statement (dated within the last 3 months)
• bank statement (dated within the last 3 months)
• official formal letter from local authorities, such as a regional council (dated within the last 3 months).
but two proofs in my name, which prove my address
Miss Natália, I can send all of this to your email in PDF if necessary, I have an income tax return and other proof of my address as I presented in the prints above...
Thank you for the reply, Marathonbet Casino.
Dear Jonatasouzaa1, have you already sent any of the documents specified by the casino representative to the casino?
Yes, I sent it, including the bank statement, they asked me for the same one twice, now I can add my income tax! Who is a government official in my country!
I can send everything in PDF for better analysis!
Dear Jonatasouzaa1, please, feel free to send the copies to my email natalia.b@casino.guru and we'll take a look.
Dear Marathonbet Casino, have you received new documents from the player? Please, let us know if they fit the requirements and can be reviewed.
Dear Natalia, after the client provided an extremely dubious document, Marathonbet decided to close the gaming account in accordance with clause 1.4.5 of the Rules. The client was notified about this via the email address specified during registration. At the moment, the client's account is closed and this decision is final. Providing any documents after closing the account does not make any sense.
Closing the account incorrectly is incoherent, a "guessy" decision since I can provide proof of both my identity/ownership and even my housing that you hit on that button so much….
unfortunately I was HARMED by Marathon and my deposits were not even returned, they were taxed as exchange 🤨🤨🤨
Marathon is dubious, it only steals customers!
as I said
I have a bank statement with my CPF and my address
I have double-sided documents and a selfie as requested
I have payments on the dates I deposited the amounts on the platform
everything in my name… but they prefer a "fantasy" strange thing to steal the customer…. Spare me, you cheat and steal from customers... you only have time at work because you don't have 1% of empathy for customers and knowledge.
This money IS MINE, regardless of your theft if he notices me, in a little while they would even ask for a photo of the color of my underwear to do a check…. And I already said, let's do a Skype call and show the street and house very simply…. But do you prefer to solve or steal? (complicate)
Dear Jonatasouzaa1, unfortunately, the casino won't accept other alternatives for proof of income, since you failed to submit a correct document for the first time. This is a common rule in the majority of online casinos, that the documents provided for KYC must be original ones, not forged or falsified. You can check this rule in the general rules at https://www.marathonbet.com/pt/help/general_rules/account_security/:
We tried to ask the casino to accept a new document, however, it has a right to refuse and proceed following its terms and conditions, since your proof of address document was edited in some program - we checked the metadata of the file and highlighted some discrepancies in the dates in the document, which you couldn't explain to us. So, to avoid unpleasant situations like this, I'd recommend you choose some alternative original documents in case of verification at any other casinos.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
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