Marathonbet Casino - Player's winnings have been witheld.

Good day! I am asking for your help in resolving the dispute with Marathonbet casino.

After checking the information I provided regarding my gaming behavior, on October 11, I received a message from the casino that access to my account was restored, and I was also informed about the casino's intention to withhold a payment processing fee.

The next day, I turned to the casino for clarification regarding the intention to withhold commission. After all, there were no violations by my side, the verification of my account was completed and access was restored.

Later I found that my account balance decreased by $ 382.5 without my participation. I asked the casino to clarify where my funds disappeared.

On October 26, I was informed that my account was suspended and my personal documents were requested.

The next day, I sent a foreign passport to the casino as an identity document and a bank statement as a document confirming the address.

On November 04, in response to your request, I sent a photo with a passport in my hands and with a number written on a piece of paper.

On November 06, I sent screenshots of my Neteller e-wallet to the casino.

Within a month, in response to my letters, the casino informed me that the verification was still ongoing.

On December 20, I received a message from the casino that the verification of my account was successfully completed. I put available funds on withdrawals and received them to my payment wallet.

However, the casino still holds $ 382.5 in my funds. The casino explains its actions by the application of clause 4.3.4. Of the rules and accuses me of inconsistency between the amount of placed bets and the amounts of deposits / withdrawals made from the gaming account.

The size of my bets is fully consistent with the size of the deposit. Otherwise, I would not be able to pass the verification successfully.

Please help me return my $ 382.5. Thank you in advance.

Hello Elzinio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good day!

The winnings have been accumulated without an active bonus. The correspondence from the casino has been sent to your email.

Thank you very much Elzinio for your reply and email. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

Dear Elzinio,

I apologize for the delayed response. From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Marathonbet Casino to join this thread.

Dear casino team,

Can you please explain the reasoning behind your decision to withhold a part of the player’s withdrawal amount? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear Elzinio,

Please be informed that we got in touch with the casino team. We’re expecting them to provide a statement on your case in the near future. Therefore, I’m extending the timer by 7 days.

We would like to ask Marathonbet 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 this complaint as ‘unresolved’.

Dear Elzinio,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘Unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Kindly note that there’s still the option to contact the casino’s Licensing Authority – Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello!

In this situation, a transaction fee was withheld under 4.3.4 of the Rules. Previously, the client was informed - If the account continues to be misused, a commission will be taken from it. Unfortunately, the player ignored this warning.

Dear Elzinio,

please, could you confirm the casino statement?

Dear Elzinio,

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, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.