Marsbet Casino - Player’s account has been closed and funds confiscated.

Dear jack3377,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Marsbet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

Could you please confirm if you passed the full KYC 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

Thank you for your quick response.

I played there to real money. I am FULLY KYC verified user there.

And I played there CASINO there and played PLINKO game, and usually I played there BACCARAT too.

I played fairly and with more than their wagering requirement.

Please let me know if more information needed.

Hello Veronica, did you sent me any email asking for the details of my MARSBET account from casinoguru@consultant.com ? Please confirm, as I received the email asking for the details and saying they are gonna help in your name.

Also, do you have any update from Marsbet yet with my account and funds? Please ask them to refund my funds from Marsbet account to my Crypto wallet. Waiting for the update.

The email casinoguru@consultant.com does not belong to our company. The email addresses of Casino Guru employees always end with @casino.guru. Please do not submit any personal information to email addresses that seem suspicious.

Could you please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case to veronika.l@casino.guru? Please include the email about your account being closed.

Has the casino specified what fraud was detected in your account?

Thank you for your reply.

Thank you. I will not submit any details to suspicious email id's.

They didn't specified anything what kind of fraud they have detected, and neither I have made any fraud, they have suddenly made closing of my account, I simply made deposit and played with the deposit 2X wager of my deposits and requested withdrawal, and they did closed and seized funds.

I will forward all the communication email done with Casino to above email id. Thank you.

I have sent email to above email id- veronika.l@casino.guru

For the email communication done with MARSBET. Please check and review it, thank you.

Hello team,

Did you seen my email ? In which I have mentioned the communication done with MARSBET CASINO team. Please update, thank you.

Thank you very much, jack3377, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Okay, thank you very much. I am looking forward for the resolution and I just wanted the refund of my balance OR my original deposit made with MARSBET as soon as possible.

Hello there,

Thank you jack3377 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Marsbet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and why the winnings were confiscated.

Thank you!

Thank you Mr. Peter. Please please ask them to at least refund my funds in there, as those funds are really big, and I played only only PLINKO and that too more than 2X- 3 X of my deposited funds, which is more than their rule of WAGER 1 X of deposit funds, without any bonus.

Please convince them anyhow to give me refund and I would gladly happy with it Mr. Peter. I didn't done anything wrong Mr. Peter. Please try to resolve this quickly Mr. Peter. It's been 2 weeks we are already discussing it.

Hello Mr. Peter, any update from Marsbet team? Are they ready to send me refund for my deposited funds or available funds in my account ?

Can you please update Mr. peter, it's been 1 month for this complain is opened for now. Please help to proceed quickly and ask for the MARSBET team to process the refund for my account balance, thank you.

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.

Hello, it seems Marsbet doesn't want to reply or take action on this, and I think Casino Guru can't resolve this case. I am finally considering myself that the funds are gone and lost now completely.

I have tried to contact the casino repeatedly but had no success. 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 Curaçao (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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter