Marsbet Casino - Player's access and withdrawal denied by Marsbet Casino.

Dear the Guru, I really need your help. Marsbet Casino denies me the opportunity to play in the casino, withholding my deposit of 1679 Euros.

Moreover, I became aware of this only after replenishing my balance. Previously, my account was successfully verified. I didn't break the casino rules.

After I received a refusal to play at the casino, I requested the withdrawal of my deposit to my payment wallet. BUT! the casino indicates the need to win back the deposit by betting on sports. I think this is absurd! Moreover, I have never done this and consider it coercion, which grossly violates my rights as a player.

The complaint procedure for considering complaints was followed, but did not bring any results.

Please provide assistance.

Dear Rovanes,

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.

• Did the casino restrict your account access immediately after you made a deposit?
• What types of games have you typically played in the past—live casino games, slots, or sports betting?
• Can you provide information on when you initially registered your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I provide you with the requested information:

Access to my account is still unrestricted. There is no possibility to play in the casino.

I registered an account on January 09, 2023.

I have played live casino games before.

Correspondence with the casino was sent to petronela.k@casino.guru.

Thank you very much, Rovanes, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Rovanes,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Marsbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Marsbet Casino,

Can you please provide more information about the situation? Is the player not able to request a refund of their deposit?

Kind regards,

Adam

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.

Dear Rovanes,

I have made contact with the casino via Skype and I am currently awaiting a further response from them, so I will extend the timer accordingly. In the meantime, please let me know if there are any developments.

Kind regards,

Adam

Dear Rovanes,

There has again been no further response from the casino, we will allow one more week for them to reply, in line with our policies. In the meantime, please let us know of any developments.

We would like to ask Marsbet Casino to respond to this complaint. I will extend the timer for a final 7 days. If the casino does not provide the requested information within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino as mentioned.

Kind regards,

Adam

Dear The Guru,

unfortunately there are no any changes. The casino continues to hold my 1679 Euros without giving me the opportunity to play. You previously reported that you communicated with the casino via Skype. Does the casino intend to resolve the dispute peacefully?

Hello Rovanes,

The case is still being discussed via Skype, I am still waiting for the information from the casino.

Kind regards,

Adam

Dear Rovanes,

I have tried to contact the casino again to find out more information but had no further reply. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam