Marathonbet Casino - Player's account is locked due to verification delay.

Hello,

Marathonbet delay my verification. My account got locked and I was requested to send documents. ( KYC was requested on 2th July) I sent them my ID, driver license, mobile bill and payment proof, then they requested additional selfies with ID. I sent them 2, last one was sent 24 July. I'm waiting since 3 weeks already for any update but nothing changes, my account is locked

Dear mkhdk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, but this seems a little too long.

• Have you provided all the required documents as soon as possible and in the correct format?
• Have you tried contacting the casino regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I informed already that all documents marathonbet requested were provided to them.

I checked mail today and I noticed they sent me mails that were detected as spam, I upload them as screens.

2 days ago they sent me email that they close my account and confiscate all winnings...

I feel really scammed by marathonbet. I deposited there 150€ and I had 946€ in my balance, they don't pay any winnings and stole 30€ from my deposit. They sent me already back 134$

Thank you for your reply, mkhdk. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

1. I was mainly focused on sports betting.
2. No, I did not take any bonuses, I only used my own money.

mkhdk. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear mkhdk,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.