Marsbet Casino - Player’s struggling to complete account verification.

I used all my documents, a verified account, but they don't withdraw the earnings, they ask to send proof of residence and I send them not to approve, since the same data provided to them are the ones I use in Betano and there I had no problems withdrawing the earnings.

Dear sandronogueiraalex,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which document you provided as proof of your residence? Did the casino inform you why it wasn't approved? Do I understand correctly that the casino approved the rest of your documents?

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

electricity bill in my name

After I gave up and spent all the money I was going to withdraw, I sent the photo again and it was approved, but when I went to withdraw it I tried about 40 times the same photo and it did not approve.

Thank you for your reply, sandronogueiraalex. Do I understand correctly that you have lost all your winnings? Is there any remaining balance in your account?

Now I didn't play everything since I just lost the investment and couldn't withdraw the winnings now I don't play on the platform anymore because to deposit and at the time when and to withdraw it doesn't work so and that MT thank you guys there and that platform for me is gone no I spend another 1 real

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.