Marsbet Casino - Player’s account has been blocked.

On 27th June i created marsbet account and i won when i applied withdrawal i was asked for account verification.When I uploaded all the documents, I remained pending, my document was not approved even after chatting again and again.One day my account got fully verified when I did the withdrawal after 4-5 hours I logged in the account then the user was saying Deactivate🥺.When i chatted i didn't tell the right reason i got very upset

Dear sita1215g,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

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

I registered the account on 27th June 2022 My account was fully verified and I played live casino and I did not take any bonus while creating the account

Thank you very much, sita1215g, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello sita1215g,

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 explain the reason for blocking the player's account?

Kind regards,

Adam

Dear sita1215g,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Marsbet 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

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’.

Dear sita1215g,

I have made contact with the casino via Skype and have been informed that your account was closed due to fraudulent activity. I am currently awaiting more information regarding this, so I will extend the timer and update you here shortly.

Kind regards,

Adam

Dear sita1215g,

The casino has informed me that your account was closed due to some suspected fraudulent activity. However, they have also stated that they would like to reopen your account based on good faith. Please check and confirm this, and let us know if there are any further issues.

Kind regards,

Adam

Thank you very much😊 for opening my account, now just do one more help, confirm the withdrawal .

I didn't do any wrong fraud just played the game withdrawal then block the account please give me withdrawal

Dear sita1215g,

Have you requested your payment to be processed? Please advise on the status of the withdrawal as it appears in your account.

Kind regards,

Adam

Got my withdrawal too thank you very much😊

Dear sita1215g,

I'm glad to hear that your issue has been resolved and you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam